Elderly Satisfaction on Chronic Disease Management Program at Public Health Center, Bandung City, West Java, Indonesia

James Maladi Akbar (Universitas Padjadjaran)
Sharon Gondodiputro (Department of Public Health Faculty of Medicine Universitas Padjadjaran Bandung)
Ardini Saptaningsih Raksanagara (Department of Public Health Faculty of Medicine Universitas Padjadjaran Bandung)

International Journal of Integrated Health Sciences
Vol 8, No 1 (2020)

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.