National Health Insurance Participants Satisfaction in General Polyclinic Services at First Level Healthcare Facilities

Abstract

The need of health services, especially at first level healthcare facilities (FKTP) for the community to access
basic health services has increased in Indonesia. This condition related to the regulation for the entire citizen
in Indonesia to become a National Health Insurance (JKN) participant. Some problems related to the services
still occur, such as queues length and non-optimal examination process. This research aimed to analyze
patients’ satisfaction in general polyclinic services differences in FKTP. This was an observational research
with a cross-sectional study using primary data from both types of FKTP (Puskesmas and Non-Puskesmas)
as the healthcare provider in two cities of East Java. The number of research respondents was 219 in 20
FKTP. The sampling method used was proportional random sampling technique. Patients’ satisfaction
scores obtained from the two types of FKTP were analyzed using independent sample T Test. The results
obtained was the satisfaction score in Puskesmas and Non-Puskesmas exceeded 95%. Patients’ satisfaction in
Puskesmas was significantly higher than Non-Puskesmas (p = 0.01). Out of the six dimensions, dimensions
of service ability and aesthetics in exception, the other four dimensions had significant differences. The
results provide recommendation that FKTP should improve their services from various dimensions.