Elderly Satisfaction on Chronic Disease Management Program at Public Health Center, Bandung City, West Java, Indonesia

James Maladi Akbar, Sharon Gondodiputro, Ardini Saptaningsih Raksanagara

Abstract


Objective: To identify the satisfaction level of the elderly on the health services provided by The Chronic Disease Management Program (prolanis) at the  Public Health Center (puskesmas).

 

Methods: A descriptive quantitative study with a cross-sectional approach had been carried out to 112 elderly from 8 puskesmas in Bandung City, West Java, Indonesia. This study was conducted from August until November 2019. The variables in this study were 5 dimensions of the SERVQUAL. The collected data were analyzed using percentages and the Importance-Performance matrix.

 

Results: The satisfaction level of the elderly on the health services provided by the prolanis was 92%. The dimension that has the highest satisfaction level was the assurance dimension  (94,6%) and the lowest one was the tangibles dimension (84,8%). The result of the importance-performance matrix showed that assurance, responsiveness, and empathy dimensions needed to be maintained to reach the patient’s satisfaction.  

 

Conclusions: The elderly satisfaction on the health services provided by the prolanis is high in every dimension of the SERVQUAL.

 

Keywords


Chronic disease management program; elderly; Importance-Performance matrix; satisfaction; SERVQUAL





 

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