Community Satisfaction Index as an Evaluation of Health Services Quality

Abstract

Quality control of service is the most important part in health service, so that the measurement of patient satisfaction level is absolute in effort to improve health service quality. Through these measurements, it can be known to what extent the dimensions of health services quality that have been held to meet patient expectations. This research aims to find out the result of community satisfaction index as an evaluation of health service quality in Brondong Primary Health Care of Lamongan Regency, using 9 elements taken from Permenpan Number 16 year 2014. The data were taken by observation with cross sectional study design using questionnaires analyzed descriptively. Samples were taken using Slovin formula, so that the respondent obtained 394. The measurement result shows that in general the quality of Brondong Primary Health Care of Lamongan Regency service is included in good category with CSI value of 3, 050. However, when each element be viewed, there are still three elements with the lowest of community satisfaction index value indicating that there are still people who feel less satisfied with the service in Brondong Primary Health Care of Lamongan Regency. The three elements that have the lowest of community satisfaction index value are the element of service time, the service announcement, and the handling of complaints, suggestions, and inputs of the community. Therefore, this research suggests in Brondong Primary Health Care of Lamongan Regency needs to improve the quality, especially on the three elements with the lowest of community satisfaction index value.