Factors associated with the Patient Satisfaction of Health Care Service at Community Health Centers in Ngawi, East Java

Hendra Dwi Kurniawan¹⁾, Didik Tamtomo²⁾, Bhisma Murti¹⁾

¹⁾Masters Program in Public Health, Universitas Sebelas Maret

²⁾Faculty of Medicine, Universitas Sebelas Maret

ABSTRACT

Background: Patient satisfaction is an important factor in developing a service delivery system that maximizes the achievement of patient good health status. This study aimed to determine factors associated with the patient satisfaction of health care service at the community health centers in Ngawi, East Java.

Subjects and Method: A cross-sectional study was conducted in 25 community health centers in Ngawi, East Java, from October to November 2018. A sample of 200 patients was selected by stratified random sampling. The dependent variable was patient satisfaction. The independent variables were age, education, income, health insurance, and quality of health care service. The data were collected by questionnaire and analyzed by a multiple logistic regression.

Results: Age ≥35 years (OR= 2.59; 95% CI= 1.20 to 5.58; p= 0.015) and good health care service (OR= 4.87; 95% CI= 2.11 to 11.24; p<0.001) were associated with an increased patient satisfaction. Education ≥senior high school (OR= 0.29; 95% CI= 0.09 to 0.50; p<0.001), income ≥Rp 1,569,832 (OR= 0.29; 95% CI= 0.12 to 0.67; p= 0.004), and membership in national health insurance (OR= 0.22; 95% CI= 0.09 to 0.51; p<0.001) were associated with decreased patient satisfaction.

Conclusion: Age ≥35 years and good health care service increase patient satisfaction. Education ≥senior high school, income ≥Rp 1,569,832, and membership in national health insurance decrease patient satisfaction.

Keywords: patient satisfaction, community health center

Correspondence: Hendra Dwi Kurniawan. Masters Program in Public Health, Universitas Sebelas Maret, Jl. Ir. Sutami 36 A, Surakarta 57126, Central Java. Email: hendradeeka@gmail.com. Mobile: 081234101501.

DOI: https://doi.org/10.26911/theicph.2019.04.01

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