Primary Health Center Satisfaction Level Amid Early Period of Accreditation in Indonesia: A Preliminary Report

Abstract

The decree of the minister of health number 46 year 2015 regarding Primary Health Center (PHC) Accreditation marked a new era in enhancing the performance of PHC in Indonesia. The accreditation is also expected to boost the client satisfaction level in every aspect of its service. This point of view in this particular situation has never been visited especially in a large scale. This study aims to identify satisfaction level in 200 accredited and unaccredited PHC. This is a cross-sectional and observational study. The data were collected in June-October 2017. There were 200 PHC assessed using satisfaction questionnaire based on SERVQUAL scale. Ten clients divided into community health service clients and clinical health service clients from each PHC answered the questionnaire. The data was then descriptively analyzed with PHC as the unit of analysis. The data suggested that most of SERVQUAL dimensions was consistent with the level of PHC accreditation regarding community health service. In this category, only the dimension of tangible and reliability were slightly off from the assumed order. Whereas, in the clinical health service category, the tangible category was only the consistent one. Many conditions could lead to these results. However, the current health insurance policy in Indonesia might be the most prominent one. The community health service is arguably better than clinical health service based on the satisfaction level of PHC in Indonesia. Further research regarding the quality of the PHC amid the accreditation period in Indonesia needs to be done to ensure that this process is worthwhile.