The effect of doctor proffesionality on the quality of medical services at a first level health facility

Introduction: Professionality is part of the Indonesian Code of Medical Ethics. Doctor professionalism can be achieved through mastering competencies that refer to the Standard Competency of Indonesian Doctor (SKDI). Competency is closely related to the quality of service. Service quality can be measured using the SERVQUAL method. Indonesia is currently implementing National Health Insurance where health services are carried out at first level of health facilities (FKTP) and FKRTL with a tiered referral pattern. This study aims to determine the effect of doctor professionality on the quality of medical services in an FKTP-category clinic. Method: This study is an analytic observational study with a cross-sectional study design. The population is from one of the FKTP-category clinics in Malang Regency with total sample of 234 people selected through systematic random sampling. The respondent is a patient who has been treated 3 times in selected FKTP. Data analysis is using Somers’ d correlation test and linear regression test. Result: From Somers’ d test obtained value of r=0.317. The equality value of the quality of medical services obtained Y=-1.515+X₁0.187+X₂0.197+X₃0.179+X₄0.216+X₅0.172. The equality value of doctor professionality obtained Y=-3.275+X₁0.216+X₂0.107+X₃0.123+X₄0.182+X₅0.288+ X₆0.174+X₇0.306. It is apparent from these equations that professionality of doctor affected the quality of medical services. Discussion and Conclusion: The quality of health services refers to the appearance of health services, known as output, which is the final result of doctor and other professional personnel’s actions on patients, in the sense of changes in health status and satisfaction both are positive and vice versa. Competency influences job satisfaction of service providers so that it will affect the service quality. Patients feel comfortable and calm when the doctor pays them attention and can answer patients’ questions. Further emphasize on the assurance dimension and also the competency area of effective communication may need to be considered.