PERCEIVED QUALITY OF CARE AND PATIENT SATISFACTION ON TUBERCULOSIS DOTS SERVICES IN URBAN PRIMARY HEALTH CENTER

Abstract

ABSTRACT

Background: Assessing quality from the patient’s perspective make the service more responsive to patients. Nonetheless, information about the quality of TB DOTS service from the patient’s perspective in the primary health center in Indonesia was limited. This study was carried out to assess the patient’s perspective of quality of TB DOTS services and to examine the correlation between perceived quality of care and others related factor to patient satisfaction among TB patients in the urban primary health center in Surabaya, Indonesia.

Materials and Methods: A cross-sectional study was conducted on 126 patient receiving TB treatment of twelve primary health center from March to April 2018. Data were obtained using validated QUOTE TB-light tool then grouped to sub-dimensions of service quality Grönroos. Analyses data were performed descriptive and analytically, respectively.

Results: Level satisfaction was 9.6 on a 10-point scale for TB DOTS services. The quality of TB care was practically good. The acceptable waiting times, the importance of observed treatment information and patient opinion on treatment had low mean scores. Statistically, a significant correlation was observed between education, occupation, communication and information, professionalism and skill, attitude and behavior, access and flexibility, reliability and trustworthiness with TB DOTS service satisfaction (p<0,05).

Conclusion: Perceived quality of care in access and flexibility, as well as reliability and trustworthiness aspects among TB patients need to be refined to improve the overall patient’s impression and satisfaction in TB DOTS service.