THE ASSESSMENT OF PATIENT’S SATISFACTION WITH

HEALTH CARE SERVICES AT PUSKESMAS SUNGAI BESAR

BANJARBARU

Ayi Sunarsih, Berson, Dwi Daravita Pertiwi, Lea, Merrylinda Permata, Minati Widiya
Astuti, Normahayati, Rahmanuddin
College Student of Public Health, Medical Faculty, Lambung Mangkurat University

Email : klmpk2.Aj@yahoo.com

ABSTRACK
There are several determinants of Puskesmas’s service to aim patient’s satisfaction, such as
tangibility or physical aspects such as equipment and personnel, reliability or ability to have
reliable and accurate performance, responsiveness or willingness to respond desire or need for
assistance from customers, as well as prompt service, assurance or willingness of personnel to
generate trust and safety to customers, empathy or willingness of personnel to care and pay
attention. The type of research used in this study is descriptive research. The sampling technique
is non probability sampling method with accidental sampling technique. Accidentally sampling
with reference to inclusion and exclusion criteria. In the accidental sampling method is done by
taking respondents who happen to exist or available somewhere in accordance with the research
context. Variable to be studied in this research is level of patient satisfaction to health service at
Puskesmas Sungai Besar with total 40 respondents. Based on the results of research as many as
40 respondents expressed satisfaction on services provided, such as administrative services,
doctors, nurses, medicine. The conclusion in this research show many patients are satisfied with
the service of health workers at the Puskesmas Sungai Besar.
Keywords : Puskesmas, Service, Quality, Satisfaction.

INTRODUCTION development center targeting communities

Puskesmas is a functional within a particular region (Harnilawati,
implementing unit as a first-rate health 2013). Puskesmas is a health service unit

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that is the spearhead in the field of basic
health. A Puskesmas is required to be more
qualified in accordance with potential public
health issues in their respective working
areas. With its wide reach to the corners of
the village, quality healthcare services will
be one of the determinants of efforts to
improve the health status of society. As the
middle class grows, the demand for better
quality health services also increases. So to
deal with it strived a program to maintain
the quality of health services with the aim of
providing satisfaction to the community
(Muninjaya, 2004).
A service capable of making the patient
to visit again utilize his services, then it can
be said that the patient is satisfied with the
services provided. Satisfaction begins with
the acceptance of the patient from the first
come, until the patient leaves the treatment
site. Patient's satisfaction on service quality
is influenced by several determinants. From
previous studies on the quality of services,
many have explained that there are several
determinants, such as tangibility or physical
aspects such as equipment and personnel,
reliability or ability to have reliable and
accurate performance, responsiveness or
willingness to respond desire or need for
assistance from customers, as well as
prompt service, assurance or willingness of
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personnel to generate trust and safety to
customers, empathy or willingness of
personnel to care and pay attention to every
customer (Tjiptono and Diana, 2003 in
Wanarto, 2013).
Determinants of the level of customer
satisfaction or consumer is also influenced
by the characteristics of these consumers
who are the characteristics of a person who
distinguishes one with another.The
characteristics are name, age, gender,
educational background, ethnicity, religion,
occupation, and others (Sangadji, 2013). The
existence of the form of health services
provided by the Puskesmas is expected that
patients will be able to provide its own
assessment of the Puskesmas. If the service
is given as desired, then the patient will be
satisfied, if the opposite happens it will
cause loss of interest of patients to seek
treatment and this will cause the patient has
a negative image of the Puskesmas, which
will lead to a decrease in the number of
patients and ultimately will lead to reduction
of profits (Fitriani, 2013).
Moreover, the number of Puskesmas that
exist in Banjarbaru causing Puskesmas
Sungai Besar must have the right marketing
strategy. In an increasingly fierce global
environment with the inclusion of
innovative services on the one hand and
saturated market conditions for monotonous
services on the other hand managing patient
loyalty becomes a managerial challenge for
Puskesmas. Based on the above background
description, we are interested to examine the
level of patient satisfaction with health
services at Puskesmas Sungai Besar.
MATERIAL AND METHODS
The type of research used in this study
is descriptive research, which is a research
form aimed to describe the phenomena that
exist, both natural phenomena and man-
made phenomena (Notoadmojo, 2005). The
purpose of this study is to obtain the level of
patient satisfaction on health services at
Puskesmas Sungai Besar.
The population in this study were
patients who came to treatment at the
Puskesmas Sungai Besar with a total of 40
respondents. The samples taken in this study
were patients at the Puskesmas Sungai Besar
who were considered to represent the
characteristics of the population. The
sampling technique is non probability
sampling method with accidental sampling
technique. Accidentally sampling with
reference to inclusion and exclusion
criteria.In the accidental sampling method is
done by taking respondents who happen to
exist or available somewhere in accordance
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with the research context (Notoatmodjo,
2010). Variable to be studied in this research
is level of patient satisfaction to health
service at Puskesmas Sungai Besar.
In this research about how the level of
Patient Satisfaction toward Health Service at
Puskesmas Sungai Besar. Data collection
was conducted for 4 days, on May 7 - May
10, 2018.
The level of patient satisfaction on
health services is the opinion and
expectations of patients on an activity
received from nursing service resulting in
patient satisfaction and dissatisfaction. The
research instrument used is a closed
questionnaire that means the questionnaire
that has been provided answers so that the
respondent just choose, with a member
check list on the available answer options.
The data collected by questionnaire in
tabulation and scored on items from the
questionnaire, that is value 1 for answer
"Satisfied", value 2 for answer "Not
Satisfied. In answer respondents can choose
the answers that have been provided, then
the results multiplied 100%.
RESULTS AND DISCUSSIONS
Characteristics in this study include;
age, sex, occupation, and patient education.
To illustrate in detail these characteristics, Amount 40 100

further elaborated:
1. Based on age group most Table 3. Distribution of Respondents Based on
Work at Puskesmas Sungai Besar
respondents were 27-36 years old as No Work Frequency Percentage
(f) %
many as 15 people (37.5%) and the 1 Housewife 15 37,5
2 Private 6 15
smallest was 47-56 years age group employees
of 2 people (5.0%). 3 Student 4 10
4 government 8 20
2. By gender, male respondents are employees
fewer than female respondents. 5 Retired 7 17,5
Amount 40 100
Namely male respondents 15 people
(37.5%) while female respondents as Table 4. Distribution of Respondents by
many as 25 people (62.5%). Education at Puskesmas Sungai Besar 2018
No Education Frequency(f) Percentage
3. Based on the highest number of %
1 primary 4 10
respondents education is SMA as school
2 Junior high 6 15
many as 15 people (37.5%) and the school
smallest is the respondents who 3 High School 15 37,5
4 DIII 6 15
finished primary school as many as 4 5 S1 9 22,5
Amount 40 100
people (10%)

For the next variable is patient

Table 1. Distribution of Respondents by Age at
Puskesmas Sungai Besar satisfaction on administration services,
No Age Frequency Percentage doctors, nurses, medicines, completeness of
(f) %
1 15 – 24 9 22,5 facilities and supporting facilities in this
2 25 – 34 10 25
3 35 – 44 7 17,5 study: Based on the satisfaction of the
4 45 – 54 7 17,5
5 55 – 64 4 10 administrative service shows that more
6 65 – 74 2 5 respondents are satisfied with the facility,
7 74 – 85 1 2,5
Amount 40 100 which is equal to 85.0%, based on the
satisfaction of physician service as much as
Table 2. Distribution of Respondents by Gender in
Puskesmas Sungai Besar 100%, based on the nurse service that
No Gender Frequency Percentage satisfied to the amount of 92.5%, for
(f) %
1 Man 15 37,5 medicine service 100%, completeness of
2 Woman 25 62,5

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 facilities 95%, and for supporting facilities No completeness Frequency Presentase
of facilities (f) %
100%. 1 satisfied 38 95
2 not satisfied 2 5
Amount 40 100
Table 5. Distribution of Respondents Based on
Satisfaction with administrative services at
Puskesmas Sungai Besar Table 10. Distribution of Respondents Based
No Administrative Frequency Percentage on Satisfaction of supporting facilities at
Services (f) % Puskesmas Sungai Besar
1 Satisfied 34 85
2 Not Satisfied 6 15 No Supporting Frequency Presentase
Amount 40 100 Facilities (f) %
1 Satisfied 40 100
2 Not 0
Table 6. Distribution of Respondents Based on Satisfied
Satisfaction with Doctor Services at Puskesmas Amount 40 100
Sungai Besar
No Doctor Frequency Percentasee
Services (f) % DISCUSSION
1 Satisfied 40 100
2 Not 0 Based on the results of research as
Satisfied
Amount 40 100 many as 40 respondents expressed
satisfaction on services provided, such as
Table 7. Distribution of Respondents Based administrative services, doctors, nurses,
on Satisfaction with the service of health
workers at Puskesmas Sungai Besar medicine. In this case, the healthcare
No service Frequency Presentase
of (f) % services in question includes five
health dimensions of service quality are tangiable,
workers
1 Satisfied 37 92,5 reliability, responsiveness, assurance, and
2 Not 3 7,5
Satisfied emphaty.
Amount 40 100
Based on the research, in tangiable

Table 8. Distribution of Respondents Based on

dimension (reality) generally respondents
Satisfaction with Medicine Service at Puskesmas expressed satisfaction on information about
Sungai Besar
No Medicine Frequency Presentase the administration that applies to patients
Service (f) %
1 Satisfied 40 100 delivered by health workers, health workers
2 Not 0
Satisfied maintain the cleanliness and readiness of the
Amount 40 100 health equipment used, and health workers
always maintain the neatness and
Table 9. Distribution of Respondents Based on
Satisfaction with the Completeness of Facilities
appearance. This aspect needs to be
at Puskesmas Sungai Besar possessed by health personnel because of the

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good physical appearance and delivery of
information / communications and will
clearly affect the patient's perception of the
healthcare provider's services.
In the reliability dimension,
respondents generally are satisfied with the
ability of health workers to deal with the
problem of the patient health personnel
appropriately and professionally, the health
officer clearly informs about the things that
are prohibited in the health worker, and the
timelyness of the health worker arrives in
the room when needed.The health worker
should be able to communicate well with the
patient.
In the dimension of responsiveness
(responsibility) in general respondents
expressed satisfaction with the attitude of
health workers in offering assistance when
experiencing difficulties even without being
asked,health workers immediately handled
patients when they arrived in the room. The
attitude of responsibility must be owned by
the health officer because this aspect
includes the attitude of the health officer
who is honest, diligent in the task, able to
devote his time and attention, sportsmanship
in the task, consistent and appropriate in the
act.
In the dimension of assurance
(collateral) in general respondents expressed
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satisfaction to the attention of health
workers will complaints that patients feels,
the health worker can answer questions
about the actions of the health officer given
to the patient, health workers always give
greetings and smiles when meeting patients,
and health workers are meticulous and
skilled in carrying out health-care duties to
patients. This aspect needs to be possessed
by health personnel because this aspect
includes the ability of health workers to
perform services, such as knowledge of
medical treatment, skills, and sincerity in
serving patients and families of patients so
as to generate trust and confidence as well as
courtesy and respect for patients and their
families.
In the emphaty (empathy) dimension,
respondents generally are satisfied with the
attitudes of health workers who frequently
visit and check patient complaints such as
measuring the tension, temperature, service
provided by health workers not regarded
rank / status but based on patient condition,
morale of the patient's condition.This aspect
needs to be owned because health workers
in providing health services need to be
patient, generous in the sense of being
willing to provide assistance and help to
patients willingly without expecting
rewards, have sensitivity and are sensitive to
any patient changes, understand the anxiety officer implements the id card correctly
and fear of the patient. which includes the name and position
In general, the patient states that what clearly stated, Rapid responses of officers to
is still considered to be lacking is nurse patient complaints is one factor that affects
service that is as much as 7.5% and the old customer satisfaction (Muninjaya, 2004).
administrative waiter, this is due to the many In this study respondents were satisfied
patients causing long queues and making the with the existing facilities, In this case, the
patient wait long. According to KEP / 25 / facility in question is anything that
MEN.PAN / 2004 on general guidelines for facilitates the patient in obtaining services
the preparation of community satisfaction provided by the puskesmas and based on
index (CIS), the service procedure is the research in general respondents express
convenience of the stages or the flow of satisfaction with the availability of medicine
services provided to the community seen in pharmacies, the use of a tool, cleanliness
from the ease in providing services. and tidiness of the building, road guidance,
Elements of service procedures that include cleanliness and others.
easy and simple service flow and flow easily Completeness of facilities and
understood and clear. The easy service infrastructure also determine patient
procedure means that it has fulfilled the satisfaction, such as health facilities,
principle of public service delivery in terms facilities and infrastructure, parking lots,
of the simplicity of the guidelines that are comfortable waiting room and inpatient
not convoluted (Ratmino, 2005). room, so hospitals also need to pay attention
Elements of clarity of officers include to hospital facilities (Junaidi, 2009).
doctors provide information that is clearly According Raharjani (2005) states that
easy to understand and not confusing, if a service company that the hospital has
doctors respond quickly in response to the adequate facilities so that it can facilitate
patient's condition, health workers can patients in using his services and make
provide patient assistance, explanation of patients comfortable will be able to
administrative officers who provide clear influence in making purchases services.
service, the patient gets an explanation of Health facilities that provide a pleasant
the medicine information to be administered atmosphere with attractive facilities design
including how the dosage is consumed, each facilities will affect the interest of patients in

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making purchases. This means that one of
the factors of patient satisfaction
influenced by the facilities provided by the
hospital that is used by consumers to
facilitate consumers in the process of
purchasing services, If patients
comfortable and easy to get services offered
by health facilities, then patients will feel
satisfied.
But the results found in this study of
complaints about the waiting room, this is
complained by the mother who brought
toddlers for treatment due to the narrow
space with the number of patients who make
the room a lot of uncomfortable. Actually,
Puskesmas has provided facilities
breastfeeding room and children's play
room,but is not used possibly because it is
not close to the waiting room to anticipate if
called by the administration officer.
This happens because the facilities
provided are not able to be felt and operated
by the patient so that the patient is not
satisfied, This is in line with the theory put
forward by Kotler in Pohan (2007) that good
means will affect the attitude and behavior
of patients, the establishment of the right
facility will create a healthy, safe, and
comfortable feeling. Each service facility of
nursing and social services has a view that
may increase or decrease patient satisfaction
and job performance. One that affects the
is comfort of the space infrastructure such as
environmental conditions such as a busy
environment, cold, hot, humid that can
increase patient discomfort and the
feel emergence of dissatisfaction in patients
(Nursalam, 2011).
CONCLUSION
The conclusion that can be taken
from this research is as the following:
1. The level of patient satisfaction to
the administrative services at the
Puskesmas Sungai Besar shows that
many respondents who are satisfied
for with the administrative services
provided.
2. The services provided by doctors at
the large river health clinic have
been good, this is shown with all the
respondents who are satisfied with
the services of doctors in the large
river health clinic.
3. The level of patient satisfaction with
the service of health workers at the
Puskesmas Sungai Besar shows that
many respondents are satisfied with
the services provided by the health
officer given.
4. The level of patient satisfaction on
medicine services at the Puskesmas
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