FACTORS RELATED TO CLIENTS' SATISFACTION AT PULOGADUNG HEALTH CENTRE, JAKARTA

Author(s): 
E BASUKI 1
1 University of Indonesia, Indonesia
Text: 
BACKGROUND: Clients' satisfaction is one of the criteria to measure the quality of services. Clients' satisfaction in turn will increase compliance, provides providers' satisfaction health facilities' revenue. Satisfied clients will come back to the clinic and recommend friends and relatives. The study aims to determine factors influencing clients' satisfaction. Understanding those factors will enable the health centre to improve the quality of services.
METHODS: This survey was conducted in December 2006, with a total sample of 114 taken consecutively. Respondents were clients who were sick or accompanied family member to seek health services. Interviews were done at the end of the visit.
RESULTS: Study showed that overall satisfaction and the percentage of clients stated that they will come back in the future are similar, 90.3%. In fact only 85.5% of clients pointed out that they will recommend their friends or relatives to utilize the clinic. The higher education they have, the lesser satisfaction they stated (OR =8.2, p= 0.0003). Number of seat available in the waiting room, and communication behaviour of admission staffs were significantly related to the clients' satisfaction with OR=4.48 and 10.1 consecutively. It surprising that even though 85% of respondents mentioned that the health personnel's communication behaviour was not good enough, the clients' satisfaction was high.
CONCLUSION: The clients' satisfaction was related to several factors, such as availability of seats in the waiting room, clients' level of education, communication behaviour of the admission staffs. Health personnel's communication was not proved to be related with the clients' satisfaction.