THE EFFECT OF HEALTH SERVICE QUALITY ON PATIENT SATISFACTION OF NATIONAL HEALTH INSURANCE PARTICIPANTS AT PAKJO HEALTH CENTER PALEMBANG

Abstract

Health service in the community health center is pivotal in the Indonesia health system since it is a primary public health facility. This paper examines six indicators of patient satisfaction on the quality of health services at the Pakjo Public Health Centre Palembang. Using a quantitative approach namely a cross-sectional survey design with 100 patients of JKN participants as the sample. The data analysis technique used the ordinal logistic regression method. This paper finds all respondents/patients participating in JKN were satisfied with the services at the outpatient installation of Pakjo Health Center. There is a significant correlation between the dimensions of safety (p =0.001), effectiveness (p =0.002), patient-centered (0.015), and timely (0.035) to the satisfaction of JKN participants, while there is no significant effect of the dimensions of efficiency (0.274) and equity (0.178) on the patient satisfaction. Based on the coefficient of determination test, it shows that the coefficient of determination is Mc Fadden (0.151), the coefficient of determination of Cox and Snell (0.310) and the coefficient of determination of Nagelkerke (0.339 or 33.9%) which means that the independent variables are aspects of safety, effectiveness, patient-centered, timely, efficient, and fairly able to influence the overall satisfaction rating of JKN participants by 33.9%. For the improvement of the Pakjo Health Center service, several suggestions are endorsed such as improving the monitoring and evaluation of the patients' falling risk assessment; performing more discipline; conducting patient-centered care training; and implementing time management at the registration counter.