National health insurance participants satisfaction in general polyclinic services at first level healthcare facilities

The need of health services, especially at first level healthcare facilities (FKTP) for the community to access basic health services has increased in Indonesia. This condition related to the regulation for the entire citizen in Indonesia to become a National Health Insurance (JKN) participant. Some problems related to the services still occur, such as queues length and non-optimal examination process. This research aimed to analyze patients’ satisfaction in general polyclinic services differences in FKTP. This was an observational research with a cross-sectional study using primary data from both types of FKTP (Puskesmas and Non-Puskesmas) as the healthcare provider in two cities of East Java. The number of research respondents was 219 in 20 FKTP. The sampling method used was proportional random sampling technique. Patients’ satisfaction scores obtained from the two types of FKTP were analyzed using independent sample T Test. The results obtained was the satisfaction score in Puskesmas and Non-Puskesmas exceeded 95%. Patients’ satisfaction in Puskesmas was significantly higher than Non-Puskesmas (p = 0.01). Out of the six dimensions, dimensions of service ability and aesthetics in exception, the other four dimensions had significant differences. The results provide recommendation that FKTP should improve their services from various dimensions.