Articles

Determinants of Satisfaction Among Non-Contributory National Health Insurance (Non-PBI JKN) Users at Primary Health Centers in Bandar Lampung City

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Background: The National Health Insurance (JKN) program aims to guarantee access to quality health services for all Indonesian citizens. The satisfaction of Non-Contributory JKN (Non-PBI) users with primary health center (puskesmas) services is an important indicator of service quality.

Purpose: This study aimed to analyze factors influencing the satisfaction of Non-PBI JKN users at puskesmas in Bandar Lampung City, covering sociodemographic factors and service quality.

Methods: This study employed a cross-sectional design with a quantitative approach from August to September 2026 at eight puskesmas in Bandar Lampung City. The population comprised 52,630 individuals, and the sample consisted of 440 respondents from eight puskesmas selected using multistage sampling. Data were collected through structured interviews using a questionnaire. Data analysis used the chi-square test for bivariate analysis and logistic regression for multivariate analysis.

Results: Among sociodemographic factors, only education was significantly associated with satisfaction (p=0.022), whereas age (p=0.180), sex (p=0.360), marital status (p=0.133), occupation (p=0.157), income (p=0.467), and domicile (p=0.247) were not. Regarding service quality dimensions, tangibles (p<0.001), reliability (p<0.001), responsiveness (p<0.001), and empathy (p=0.002) were significantly associated, while assurance was not (p=0.499). Multivariate analysis showed that education, occupation, tangibles, and reliability were significantly associated. The most dominant factor was reliability (OR=2.872; 95% CI: 1.895–4.352; p<0.001), indicating that respondents who rated reliability as good were 2.872 times more likely to be satisfied.

Conclusion: Increasing user satisfaction can be achieved by improving service reliability, such as timeliness, consistency, and accuracy of services, as well as enhancing tangibles through complete facilities, cleanliness, and comfort.

Quality of Drug Management during the Covid-19 Pandemic at Outpatient Health Center, Kendari City

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Covid-19, declared a global pandemic by WHO, has infected 10,242,298 cases in Indonesia. Especially in Southeast Sulawesi, there were 521 cases, with the most in Kendari city. Public health centers are generally the first goal of treatment by the community, so they must be able to manage and utilize their resources effectively and efficiently in breaking the chain of Covid-19 transmission. COVID-19 impacts changes in health services carried out at the Puskesmas, so it is crucial to evaluate the quality of drug management at the puskesmas during the Covid-19 pandemic. This study aims to evaluate the quality of drug management in all outpatient health centers in Kendari City during the COVID-19 pandemic. This research was descriptive and non-experimental with retrospective data collection in all outpatient health centers in Kendari City using the Satibi indicator as a subject with research objects including drug stock cards, LPLPO, RKO, and several other documents. Based on the results, all puskesmas remained active in proposing drugs to FORNAS during the pandemic. However, the percentage value of the suitability of drug items available with FORNAS did not yet meet the standards. The accuracy of planning, the suitability of the number of requests, and the suitability of the number of receipts are not up to standard. Storage according to dosage form, temperature, LASA, and FEFO were following standards, the accuracy of distribution, empty stock items, insufficient stock, safe stock, and the excess stock did not meet standards, and there were still expired or damaged drugs. The suitability of the physical amount of the drug meets the standard, but there are outpatient health centers that do not evaluate drug management periodically during 2020.