Satisfaction level of patients, physicians, and private primary health-care center managers with chronic disease management program in Indonesia

Abstract

Objective: Program Pengelolaan Penyakit Kronis (PROLANIS) or Chronic Disease Management Program is a health-care system that was conducted by Healthcare and Social Security Agency in Indonesia to improve patients’ quality of life. The objective of this study was to analyze the level of satisfaction of patients, physicians, and private Primary Healthcare Centers (PHCs) with this program, focusing on hypertension care. Methods: This study was conducted in 7 private PHCs in Bandung City, Indonesia. A cross-sectional study was conducted to measure the patient satisfaction with Patient Satisfaction Questionnaire Short Form on 143 PROLANIS patients with hypertension. A total number of 8 physicians and 7 private PHC managers were involved in this study. Level of satisfaction of physicians and private PHC managers were observed using in-depth interviews. Results: The results showed that patient satisfaction was estimated to be 68.52±8.54, which could be interpreted that patient satisfy with PROLANIS. In-depth interviews showed that physicians did not satisfy with PROLANIS due to several factors (e.g., unintegrated prescription systems, lack of medicines, uncompleted laboratory facilities, lack of physicians, unintegrated referral services, and lack of collaboration between primary and secondary health-care system). On the other hand, private PHC managers were quite satisfied with PROLANIS due to its linearity with other activities in private PHCs. Conclusion: Level of satisfaction of patients with PROLANIS is quite good, whereas physicians might not satisfy with this program. In particular, private PHC managers confirmed that they are satisfied with this program.