Indonesia towards universal health coverage: Indonesia health card holders satisfaction on pharmaceutical service at primary health cares

Background: Primary Health Care is the most visited health care by people who use National Health Insurance by Indonesia Government for medical treatment. But in practice, many visits are not equivalent with patient satisfaction on primary health care service. Purpose: Identify patient satisfaction to pharmaceutical service at Puskesmas as primary health care. Subjects and Method: This is a cross sectional descriptive study with 100 selected respondents using accidental sampling. Respondents filled out a likert scale questionnaire. Data analysis use service quality (servqual) and customer window method. Data analysis compare patient perceptions to service performance and patient expectation. Results: Servqual method shows that patients are not satisfied to pharmaceutical services performance at Puskesmas. Customer window method shows that pharmaceutical services performance (Quadran A) that inadequate and must be improved are waiting room; ensuring the reciever of the drug is patient or patient’s family, not others; confirmation of patient’s allergy history; and confirmation of patient’s drug history. Conclusion: National Health Insurance by Indonesia Government is unable to satisfy patient on health care service especially pharmaceutical service at primary health care (Puskesmas). Many things about pharmaceutical service need to be improved to create a good and comprehensive health service for all levels of society.