Difference in Satisfaction Levels of National Health Insurance Patients at Four Types of First Level Health Facilities

摘要

Backgrounds and purpose: The road map of the National Health Insurance Scheme (JKN) aims to ensure that 75%of patients are satisfied with the quality of health facilities. This study was designed to determine differences inpatients’ satisfaction in general, as well as at each individual first-level health facility (FKTP) and based on dimensions ofquality. Methods: Study was a cross-sectional sample survey with the respondents of 148 JKN patients selected consecutivelyfrom 4 types of FKTP. A total of 4 health centers, 3 government clinics, 4 private clinics and 4 general practitionersrandomly selected from 11 health centers, 7 government clinics, 13 private clinics and 70 general practitioners in thecity of Denpasar. Data were collected through interviews over March-April 2015 in each health facility usingquestionnaires by trained interviewers. Data were analyzed by univariate, bivariate and multivariate. Results: A total of 69,59% of JKN patients said that they were satisfied with the quality of FKTP services. This figurewas lower than the target of JKN i.e. 75%. The highest satisfaction (90,00%) was in the general practitioners whilelowest was in the private clinics (47,46%). Based on the dimensions of quality, JKN patients’ satisfaction in the fourFKTPs was significantly different (p=0,008) in physical and empathic dimensions (p=0,013). In the multivariate analysis,variables found related to the satisfaction of the respondents were the FKTP of general practitioners (adjusted PR=1,91;95%CI: 1,05-3,47) and health centers (adjusted PR=1,76; 95%CI: 1,04-2,97). Conclusion: In general, the patients’ satisfaction rate was still lower than the target of JKN and when viewed per carefacilities, the highest satisfaction was found in FKTP of general practitioners and health centers.