ANALYSIS OF BENEFITS AND SATISFACTION OF REFERRAL SERVICES IN FIRST HEALTH FACILITIES IN HEART DISEASE PATIENTS

Abstract

The prevalence of cardiovascular disease (CVD) among Indonesians is significant. Cardiovascular patients in the Province of the Special Region of Yogyakarta are in the third rank after North Kalimantan and Gorontalo. Sleman Regency is ranked first in the Province of D.I. Yogyakarta. The Social Security Administering Body (BPJS) implements the Patient Refer Back (PRB) program for CVD patients to get their medication. The patients can access the Refer Back Program (PRB) at the First Level Health Facilities (FKTP). Good service at the FKTP will provide benefits and satisfaction for heart patients. Benefits can be achieved when patients can control heart disease with drugs obtained from the FKTP. Satisfaction means that what is obtained from the service exceeds the patient's expectations. Therefore, this study aims to analyze services in FKTP for PRB heart patients. This study is analytical. The research location is the Minggir Health Center, Sleman Regency. The study population was CVD patients registered at the Minggir Health Center and actively visited for the last two months. The number of samples was calculated as 60 subjects. The independent variable is the benefits of PRB received by the patients. The dependent variable is the satisfaction of the PRB patients. Data were gathered using a pre-tested questionnaire. Chi-square analysis was conducted to assess the relationship between benefits and satisfaction obtained by PRB patients. The results showed that the research subjects were primarily women, and most had graduated from elementary school. Most of them had a monthly income below two million. The subjects are active BPJS PRB participants. They visit the FKTP on average once a month. Only the human resources aspect had a significant relationship with the satisfaction, while the aspects of place and pharmaceutical service had not, with p-value is 0.005, 0.486, and 0.945, respectively. Based on these results, it can be suggested that services to the PRB cardiovascular patients should be further improved, especially regarding the place and pharmaceutical services.