Satisfaction of elderly patients participating in health insurance and seeking health services at the Sukmajaya Community Health Center in Depok - Expectations and realities: Pilot study

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3 Citations (Scopus)

Abstract

The integration of local health insurance (Jaminan Kesehatan Daerah, Jamkesda) into national health insurance (Jaminan Kesehatan Nasional, JKN) has led to various changes, but the subsequent increase in number of patients needing consultation has undermined the impact of the service. Herein, we investigated the participant satisfaction and service expectations among elderly patients at the JKN Elderly' Clinic at Sukmajaya Community Health Center (Puskesmas) in Depok, West Java, Indonesia. Qualitative assessments were made using Brown's eight-dimension theory of quality assurance (access, technical competence, security, effectiveness, efficiency, interpersonal relationships, amenities, and sustainability of service). Few participants over a short time research were chosen using purposive sampling from the Elderly' Clinic age (≥ 65 years old, 2 male and 5 female) and health staff from Puskesmas Sukmajaya and the Public Health Office (> 45 years old, 1 male and 2 female) were also selected. Few sample size taken also due to same answer from the participants, which meant that the study has reached saturation point. Among the 8 dimensions of quality assurance, the participants were most dissatisfied with the facilities, which led to a lack of privacy in patient examinations. Our assessments indicate the necessity of service evaluations and the need for additional human resource to improve the friendliness of the service, facilities, and privacy in health examinations. These improvements will maintain the dignity of older patients and will help to meet their expectations of service.

Original languageEnglish
Pages (from-to)278-285
Number of pages8
JournalJournal of International Dental and Medical Research
Volume12
Issue number1
Publication statusPublished - 1 Jan 2019

Keywords

  • Community health center
  • Elderly
  • National health insurance
  • Patient satisfaction
  • Quality assurance

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