The analysis of patients' satisfaction of national health insurance in some public health centers in Padang

Abstract

Background: National Health Insurance in Indonesia that is processed by Social Security Agency of Health or known as Badan Penyelenggara Jaminan Social (BPJS) has been conducted for 2 years. The Public Health Center (PHC) as the partner of BPJS should have satisfied the patients. The preliminary study showed that 5 of 10 informants were not satisfied by the service of PHC. Objectives: This research aims to determine the satisfaction of BPJS' patients in some PHCs in Padang. Setting and Design: The design of this research is a Quantitative by observing the quality services and patients' satisfaction, which is based on five dimensions proposed by Parasuraman and Zeithm: Reliability, Responsiveness, Assurance, Empathy, and Tangible. This study was conducted in PHCs in Padang from September to November 2015. The populations were all of BPJS' patients who visited the PHCs of Padang. Samples were obtained by using cluster sampling selected from three PHCs with the total of 150 respondents. Statistical Analysis Used: The data were tested by using validity and reliability test and all of the data were valid and reliable. The data were displayed in univariate way to describe the quality and patients' satisfaction as well as the priority to improve the quality and the satisfaction by using Cartesian Diagram. Result: The results of this study showed that from the 18 attributes of services, the patients' satisfaction has been reached on two attributes, namely, “polite and friendly services” and “neatness and clean performance officers.” It is priority to improve four service attributes, that is,“speed of service,” “the ability of officers,” “attention,” add “equipment” for enhancing the quality of service