Service Quality and Patient Satisfaction in the Implementation of Free Health Program in Belu Regency

Abstract

Background: The policy related to free health program for the community in Belu Regency becomes one of the health transformations by the Regional Government of Belu Regency. The implementation of the free health needs to be assessed for its usefulness and sustainability. Objectives: This study aims to assess or identify the quality of health services and patient satisfaction of beneficiaries of the free health program implementation in Belu Regency to provide the feedback for program improvement. Methods: This research applies descriptive qualitative, empirical juridical methods and gap analysis. Data collection techniques used literature and field studies. Field studies employed interviews, observations, and focus group discussions involving policy makers, health service implementers, and beneficiaries of the free health program in Belu Regency. Results: The availability of health infrastructure facilities in Belu Regency has met the requirements. However, in certain geographical and topographical conditions, the accessibility is still low. Most health workers have met the ideal standards, but there needs to be further studies and regulations on the ratio of health resources and facilities in order to achieve minimum service standards. The success of health programs and services after the implementation of the free health program increased significantly. Most people are very satisfied, but there are still people who express dissatisfaction because of the lack of empathy of health workers in the service. It is necessary to increase the status of the regent's regulation into a regional regulation so that its legal standing and legal force can be accounted for. Conclusion: The people in Belu Regency really needs the sustainability of the free health program. Thus, it is necessary to carry out continuous monitoring, evaluation and socialization of the program, especially the transformation of cultural ethics and empathy for health workers in order to improve the quality of humanist and professional in health care.