Determinants of Satisfaction with Outpatient Services Using National Health Insurance at the Sragen District Community Health Center, Central Java, Indonesia

Authors

  • Nur Kholish Majid Master’s of Public Health Program, Universitas Sebelas Maret, Indonesia
  • Revi Gama Hatta Novika Master’s of Public Health Program, Universitas Sebelas Maret, Indonesia Bachelor of Midwifery, Universitas Sebelas Maret, Indonesia
  • Setyo Sri Rahardjo Master’s of Public Health Program, Universitas Sebelas Maret, Indonesia Department of Pharmacology, Universitas Sebelas Maret, Indonesia
  • Selfi Handayani Master’s of Public Health Program, Universitas Sebelas Maret, Indonesia
  • Anik Lestari Master’s of Public Health Program, Universitas Sebelas Maret, Indonesia

DOI:

https://doi.org/10.26911/thejhpm.2026.11.03.01

Abstract

Background: Patient experience is an important determinant of satisfaction with healthcare services. This study aimed to analyze factors associated with outpatient service satisfaction among National Health Insurance users at community health centers.

Subjects and Method: A cross-sectional study was conducted among 200 outpatients enrolled in the National Health Insurance in Sragen Regency, Central Java, Indonesia. The dependent variable was service satisfaction. The independent variables were healthcare provider communication, service access, service coordination, patient engagement, physical environment, and staff responsiveness. Data were collected using a validated and reliable questionnaire. The data were analyzed using a multiple logistic regression.

Results: Healthcare provider communication (OR=2.91; 95% CI=5.75 to 59.19; p<0.001), service access (OR=2.16; 95% CI=2.96 to 25.82; p<0.001), service coordination (OR=1.32; 95% CI=1.33 to 10.68; p=0.012), patient engagement (OR=2.11; 95% CI=4.05 to 17.06; p<0.001), physical environment (OR=1.61; 95% CI=1.84 to 13.62; p=0.002), and staff responsiveness (OR=2.64; 95% CI=4.64 to 42.72; p<0.001) were positively associated with outpatient service satisfaction.

Conclusion: Healthcare provider communication, service access, service coordination, patient engagement, physical environment, and staff responsiveness were associated with outpatient satisfaction among National Health Insurance users at community health centers.

Keywords:

social security, patient-reported experience, health service, satisfaction

Published

16-09-2026

Downloads

Issue

Vol. 11 No. 3 (2026)

Section

Articles

How to Cite

Determinants of Satisfaction with Outpatient Services Using National Health Insurance at the Sragen District Community Health Center, Central Java, Indonesia. (2026). Journal of Health Policy and Management, 11(3), 254-266. https://doi.org/10.26911/thejhpm.2026.11.03.01

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