ANALYSIS OF FACTORS AFFECTING PATIENT SATISFACTION IN JKN SYSTEM: PATIENT CHARACTERISTICS, JKN SERVICES, AND PHARMACY SERVICES

Abstract

National Health Insurance (JKN) is a health insurance system using mechanisms of social health insurance which is held by BPJS. Satisfaction of participants will affect the sustainability of the system of JKN. Among factors affecting patient satisfaction are patient characteristics, JKN services, and pharmacy services. This study was aimed to examine the influence of patient characteristics, JKN services, and pharmacy services on patient satisfaction in the primary health facilities. This study was analytic study with cross sectional survey design. Data taken quantitatively using questionnaires and equipped with qualitative data obtained from interviews to deepen the findings in the field. The sampling technique used was random sampling for primary health facilities with total sample of 55 health facilities and purposive sampling for a sample of patients with total sample of 300 respondents. Data were analyzed using Chi-Square to examine relationship between patient characteristics with patient satisfaction and linear regression to examine the relationship between services in JKN system with patient satisfaction. Characteristics of patients having significant relationship to the patient satisfaction were education (p=0.020), employment (p = 0.001), income (p = 0.000), and membership status (p = 0.005).There were significant relationship between JKN services (p = 0.000) and pharmacy service (p = 0.000), respectively, to the patient satisfaction. The conclusion of this study was the patient characteristics include education, employment, income and membership status, and service in JKN system includes JKN services and pharmacy services in the era of JKN has a significant relationship with the satisfaction of patients at primary health facilities.