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

Full Text:

PDF

References


BPS-Statistics Indonesia. Statistik penduduk lanjut usia 2019. Jakarta; 2019.

Indonesian Ministry of Health. Riset kesehatan dasar 2018. Jakarta: Badan Penelitian dan Pengembangan Kesehatan Kemenkes RI; 2018.

Rosdiana AI. Implementasi program pengelolaan penyakit kronis (Prolanis). Higeia J Public Heal Res Dev. 2017;1(3):140–50.

Asfiani LV, Ilyas Y. Level of adherence and its determinants of Prolanis attendance in type 2 Diabetes Mellitus participants at five BPJS primary health care in Bekasi 2016. J Indones Heal Policy Adm. 2017;2(2):6–13.

Raraswati A, Heryaman H, Soetedjo NNM. Peran program Prolanis dalam penurunan kadar gula darah puasa pada pasien Diabetes Melitus tipe 2 di Puskesmas Kecamatan Jatinangor. J Sist Kesehat. 2018;4(2):65–70.

Xesfingi S, Vozikis A. Patient satisfaction with the healthcare system: Assessing the impact of socio-economic and healthcare provision factors. BMC Health Serv Res. 2016;16(1):1–7.

Sari DP, Harmawan A. Usulan perbaikan kualitas pelayanan pada instalasi rawat jalan dengan metode SERVQUAL dan TRIZ. J Tek Ind. 2012;95–6.

Rinnasa P-A, Nababan ESM, Bu’ulolo F. Strategi peningkatan kualitas pelayanan kesehatan menggunakan integrasi metode Fuzzy Servqual. Saintia Mat. 2013;1(6):529–41.

Oktavia D. Gambaran tingkat kepuasan dan harapan pasien pada pelayanan program pengelolaan penyakit kronis (PROLANIS) di wilayah kerja Puskesmas Kalimanah Purbalingga. [Thesis]; 2018.

Rinawan FR, Djuhaeni H, Arisanti N, Gondodiputro S, Pudjisetiawati E, Wiwaha G, et al. Kajian kepuasan pasien terhadap kualitas layanan PPK Primer Kota Bandung. Bandung: Dinas Kesehatan Kota Bandung; 2011.

Rajbanshi L, Dungana G, Gurung Y, Koirala D. Satisfaction with health care services of out patient department at Chitwan Medical College Teaching Hospital, Nepal. J Chitwan Med Coll. 2014;4(7):11–2.

Gonçalves JR, Pinto A, Batista MJ, Pereira AC, Bovi Ambrosano GM. Importance-performance analysis: Revisiting a tool for the evaluation of clinical services. SciRes. 2014;06(05):285–91.

Izadi A, Jahani Y, Rafiei S, Masoud A, Vali L. Evaluating health service quality: using importance performance analysis. Int J Health Care Qual Assur. 2017;30(7):1–9.

Bakar ZA, Fahrni ML, Khan TM. Patient satisfaction and medication adherence assessment amongst patients at the diabetes medication therapy adherence clinic. Diabetes Metab Syndr Clin Res Rev. 2016;10(2):1–17.

Dyanneza F, Tamtomo DS. The Effectiveness of chronic disease management program in blood pressure control among hypertensive patients. Indones J Med. 2017;2(1):52–62.

Syahrini EN, Susanto HS, Udiyono A. Faktor-faktor risiko hipertensi primer di Puskesmas Tlogosari Kulon Kota Semarang. J Kesehat Masy. 2012;1(2):315–25.

Mihardja L, Soetrisno U, Soegondo S. Prevalence and clinical profile of diabetes mellitus in productive aged urban Indonesians. J Diabetes Investig. 2014;5(5):507–12.

Nurheda, Usman, Rusman ADP. Hubungan kualitas pelayanan kesehatan dengan kepuasan pasien pengguna Badan Penyelenggara Jaminan Sosial (BPJS) di Puskesmas Maiwa Kabupaten Enrekang. J Ilm Mns dan Kesehat. 2018;1(3):201–16.

Van de Ven AH. What matters most to patients? Participative provider care and staff courtesy. Patient Exp J. 2014;1(1):131–9.

Roder-DeWan S, Gage AD, Hirschhorn LR, Twum-Danso NAY, Liljestrand J, Asante-Shongwe K, et al. Expectations of healthcare quality: A cross-sectional study of internet users in 12 low- and middle-income countries. PLOS Med. 2019;16(8):e1002879.




DOI: https://doi.org/10.15850/ijihs.v8n1.1935

Article Metrics

Abstract view : 616 times
PDF - 399 times



 

This Journal indexed by

                   

 


Creative Commons License
IJIHS is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License



View My Stats