3.png)
NATIONAL HEALTH INSURANCE: AN EXPLORATORY STUDY OF PATIENT SATISFACTION
Abstract
Background:Indonesia has been implemented National Health Insurance since 2014 and was targeted to achieve Universal Health Coverage by 2019 through quality improvement and cost efficiency strategy. However, the little understanding of this new policy leads to an increase of complaint in the hospital as a health care provider.
Purpose: This study seeks to understand the factors that might influence a patient's perception of National Health Insurance in Indonesia.
Method: This is a descriptive observational study with a cross-sectional design method. Data was collected through in-depth interview with 96 patient from Jemursari Islamic Hospital of Surabaya (RumahSakit Islam Jemursari Surabaya) who participate in National Health Insurance. The subject was selected by simple random sampling.
Results: The findings demonstrated that from five categories, 82,3% patient was satisfied in the reliability aspect and 85,4% in assurance aspect, while intangible, responsiveness and empathy aspect >90% patient was satisfied. Meanwhile, in Indonesia, the minimum service standard of healthcare for patient satisfaction is 90%.
Conclusion:Health providers must understand the patient's value and preference and do a service based on their value.
Keywords
Full Text:
PDFReferences
Chen, Peng, andLlee, The Effectiveness of Preventive Cure at Reducing Curative Care Risk for Taiwanese Elderly Under National Health Insurance. Health Policy Journal Vol.119 pp.787-793. 2015
Dzakpasu, S, Soremakun, A. and Manu. Ghana's Policy of Free National Health Insurance for Pregnant Women: Impact on Health Facility Delivery. International Journal of Gynecology and Obstetrics. Vol.119. 2012. Available at http://dx.doi.org/10.1016/S0020-7292(12)60636-5
Fattore, G and Tediosi, F. The Importance of Values in Shaping How Health Systems Governance and management Can Support Universal Health Coverage, Value in Health Journal. Vol.16 Issue 1 pp S.19-S.23. 2013. Available at http://dx.doi.org/10.1016/j.jval.2012.10.008
Ibarra, L, Casas, E., and Partida, A. Servequal Method Applied to Agencia Fiscal Del Estado De Sonora: An Analysis about Service Quality. Procedia-Social and Behavioral Sciences. Issue 1 Vol.148 pp.87-93. 2014. Available at: http://linkinghub.elsevier.com/retrieve/pii/S1877042814039251
Kalaja, R, Myshketa, F, and Scalera. Service Quality Assesment in Health Care Sector: The Case of Durres Public Hospital, Procedia-Social and Behavioral Sciences. Issue 10 Vol.235 pp.557-565, 2016. Available at http://linkinghub.elsevier.com/retrieve/pii/S1877042816316160
Kozhimannil, J, Abraham, and Virnig, B. national trends in Healthcare Insurance Coverage of Pregnant and Reproductive Age Women, 2000 to 2009. Women's Health issues Journal. Issue 2 Vol.22 pp.e135-141. 2012, Available at http://dx.doi.org/10.1016/j.whi.2011.12.002
Lim, B. Korean Medicine Coverage in the National health insurance in Korea: Present Situation and Critical Issues. Integrative Medicine Research. Issue 3 Vol.2013 pp.81-88. 2013. Available at http://www.sciencedirect.com/science/article/pii/S2213422013000474
Loke, Shiew-Phaik, Taiwo, Salim, and Downe, Service Quality and Customer Satisfaction in a Communication Service Provider. International Conference on Financial Management and Economics. IPEDR Vol.11 2011
Menendez, M, Chen and Mudgal, Physician Empathy as a Driver of Hand Surgery Patient Satisfaction. The Journal of Hand Hygiene Surgery issue 3 Vol.49 pp.173-180. 2015
Ooms, Marten, and Maris. Great Expectation for the World Health Organization a Framework Convention on Global Health to Achieve Universal Health Coverage. Public Health Journal Vol.128 pp.172-178. 2014
Rostami, A, Khani, A, and Soltani, G., The Impact of E-Service Quality on The Improvement of the Level of Communication with Customer of Bank Melli Branches in Shouth Tehran Affairs office. Procedia Economics and Finance. Issue 16 Vol.36 pp.448-455. 2016. Available at http://linkinghub.elsevier.com/retrieve/pii/S2212567116300636
Vik, A and Atun. Towards Universal Health Coverage in India: a Historical Examination of the Genesis of RashtriyaSwastyaBimaYojana , The Health Insurance Scheme for Low-Income Groups. Public Health Journal Vol.129 pp.810-817. 2015
Zeithaml, V, Parasuraman, A, and Berry, L, Delivering Quality Service, Balancing Customer Perception and Expectation, The Free Press New York. 2003
Refbacks
- There are currently no refbacks.
Copyright (c) 2020 Indonesian Journal of Health Care Management
STIKes Kepanjen, Malang, East Java, Indonesia
Editorial Office:
Jl. Trunojoyo No.16, Krajan, Panggungrejo, Kec. Kepanjen, Malang, East Java 65163
Phone: (0341) 397644
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.