A Comparison of Patient Satisfaction When Using the Insured and Non-insured in Public Health Center (Puskesmas Kasihan 1) Bantul, Indonesia

Fatma Siti Fatimah; Sumarni Mars; Raden Jaka Sarwadhamana; Rizka Mulyani; Putri Daru Handayani

doi:10.3889/oamjms.2022.9454

Authors

Fatma Siti Fatimah Department of Hospital Administration, Faculty of Health Science, Universitas Alma Ata, Yogyakarta, Indonesia https://orcid.org/0000-0001-6429-5352
Sumarni Mars Department of Hospital Administration, Faculty of Health Science, Universitas Alma Ata, Yogyakarta, Indonesia https://orcid.org/0000-0001-5486-3109
Raden Jaka Sarwadhamana Department of Hospital Administration, Faculty of Health Science, Universitas Alma Ata, Yogyakarta, Indonesia https://orcid.org/0000-0002-1209-4628
Rizka Mulyani Department of Hospital Administration, Faculty of Health Science, Universitas Alma Ata, Yogyakarta, Indonesia
Putri Daru Handayani Department of Hospital Administration, Faculty of Health Science, Universitas Alma Ata, Yogyakarta, Indonesia

DOI:

https://doi.org/10.3889/oamjms.2022.9454

Keywords:

Patient satisfaction, JKN, Non- insured, Puskesmas, Public Health Center

Abstract

BACKGROUND: In Indonesia, the health sector has experienced a very significant development. Fair and equitable health care is one way to fulfill the health rights of each individual. Therefore, puskesmas are required to provide good service quality through conformity to standards with customer needs. The creation of service quality will certainly create customer satisfaction for service users when using health assurance and non-assurance.

AIM: This study was to know a comparison of patient satisfaction when using the insured and non-insured in Public Health Center (Puskesmas Kasihan 1) Bantul, Indonesia.

METHODS: This study was a cross-sectional study, with 222 samples with 111 respondents using health assurance and 111 non-assurance. Samples were collected with a cluster sampling technique taken from nine service polyclinics in Puskesmas Kasihan 1 Bantul. Data were analyzed using independent sample t-test.

RESULTS: The study found that the average patient satisfaction with health insurance was 34.76 more than the average patient satisfaction with non-health insurance was 29.10. Based on the results of the analysis, the mean ± sd of patient satisfaction with health insurance was 29.10 ± 3.04 compared to the satisfaction of non-health insurance patients, namely, 34.76 ± 3.61 with a Sig value of 0.000, which means that there is a significant difference between patient satisfaction using the insured and non-insured.

CONCLUSIONS: Patients when using the health insured are more satisfied than patient’s non-insured.

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