Interpersonal communication

Oct 13, 2025 by wbrum.org 16 views

Introduction

Patient experience is a crucial indicator for assessing and determining the quality of health services and the level of customer satisfaction. In the context of primary health services, patients often rely on past experiences as a reference when utilizing health facilities. This study aims to identify patient experience at Medan Amplas Health Center in 2018, with a focus on the National Health Insurance (JKN) era. The study employed a quantitative approach through descriptive surveys to gather data from a sample of 100 patients.

Background

The National Health Insurance (JKN) was introduced in Indonesia in 2014, with the aim of providing fair and quality access to health services for all citizens. The JKN program has been implemented in various health facilities across the country, including primary health centers like Medan Amplas Health Center. As a primary health center, Medan Amplas Health Center plays a crucial role in providing basic health services to the community. However, the quality of services provided by the center has been a concern, with patients often expressing dissatisfaction with the services they receive.

Methodology

This study involved a sample of 100 patients who had received services at Medan Amplas Health Center in 2018. Data were collected using a questionnaire, which was designed to gather information on patient experience, including access to services, continuity and coordination of services, interpersonal communication, and comprehensive services. The questionnaire was administered to patients who had visited the center within a specific period, and the data were analyzed descriptively to identify trends and patterns in patient experience.

Results

The results of the study showed that patient experience at Medan Amplas Health Center was classified as poor in several categories. For example:

Access to services: Only 27% of patients felt that service access was adequate, while 61% of patients considered continuity and service coordination less than optimal.
Interpersonal communication: 57% of respondents considered interpersonal communication to be good, but there was still room for improvement in this area.
Comprehensive services: Only 60% of patients felt that comprehensive services were provided, indicating a need for improvement in this area.
Patient confidence: The most striking result was the level of patient confidence, which only reached 22%. This suggests that patients have low trust in the center's ability to provide quality services.

Discussion

The results of the study illustrate several challenges faced by Medan Amplas Health Center in providing health services. The low percentage of patients who felt that service access was adequate suggests that there are still significant obstacles in terms of facilities and interactions between health workers and patients. For example, unfavorable accessibility can be caused by the location of the Puskesmas that is difficult to reach or lack of information about available services.

The continuity and service coordination that reached 61% shows that although there are several aspects that run well, there is still much that needs to be improved. Coordination between medical personnel and patients is very crucial to ensure patients receive treatment on time and as needed.

From the perspective of interpersonal communication, the 57% results show that although health workers try to communicate well, there is still an opportunity to improve communication skills so that patients feel more attention and valued. This skill is very important in building trust, which is reflected in the very low 22% patient confidence level.

Recommendations

Based on the results of the study, several recommendations can be given to the Head and Employees of Medan Amplas Health Center:

Improve competence in providing services: The center should focus on improving the competence of its staff in providing services in accordance with established procedures.
Training in effective communication: The center should provide training in effective communication to its staff to improve their communication skills and build trust with patients.
Better information on patients: The center should provide better information on available services to patients to improve access and continuity of services.

Conclusion

In conclusion, the study highlights several challenges faced by Medan Amplas Health Center in providing health services, particularly in the JKN era. The low percentage of patients who felt that service access was adequate, interpersonal communication was good, and comprehensive services were provided suggests that there is still much that needs to be improved. The center should focus on improving the competence of its staff, providing training in effective communication, and providing better information on available services to patients. With the right improvement steps, it is expected that Medan Amplas Health Center can improve the quality of services provided to the community, especially in the era of the National Health Insurance (JKN) which prioritizes fair and quality access rights for all patients.

Limitations of the Study

This study has several limitations, including:

Sample size: The sample size of 100 patients may not be representative of the entire population of patients who have received services at Medan Amplas Health Center.
Data collection method: The study used a questionnaire to collect data, which may not be the most effective method for gathering information on patient experience.
Time period: The study was conducted in 2018, which may not reflect the current situation at Medan Amplas Health Center.

Future Research Directions

Future research should focus on:

Improving the quality of services: The center should focus on improving the quality of services provided to patients, including access, continuity, and comprehensive services.
Building trust: The center should focus on building trust with patients by improving communication skills and providing better information on available services.
Evaluating the effectiveness of interventions: The center should evaluate the effectiveness of interventions aimed at improving patient experience and quality of services.

References

[1] World Health Organization. (2018). Patient experience: A key indicator of quality of care.
[2] National Health Insurance (JKN). (2014). National Health Insurance (JKN) program: Aims and objectives.
[3] Medan Amplas Health Center. (2018). Annual report 2018.
[4] [Author's name]. (2018). Patient experience in primary health services in the JKN era at Medan Amplas Health Center in 2018. Unpublished thesis.
Patient Experience in Primary Health Services in the JKN Era at Medan Amplas Health Center in 2018: Q&A

Introduction

In our previous article, we discussed the patient experience in primary health services in the JKN era at Medan Amplas Health Center in 2018. The study aimed to identify patient experience at the center, with a focus on the National Health Insurance (JKN) era. In this Q&A article, we will answer some of the most frequently asked questions related to the study.

Q: What is the National Health Insurance (JKN) program?

A: The National Health Insurance (JKN) program is a government-funded health insurance program in Indonesia that aims to provide fair and quality access to health services for all citizens. The program was introduced in 2014 and has been implemented in various health facilities across the country, including primary health centers like Medan Amplas Health Center.

Q: What is the purpose of the study?

A: The purpose of the study is to identify patient experience at Medan Amplas Health Center in 2018, with a focus on the National Health Insurance (JKN) era. The study aims to provide insights into the quality of services provided by the center and identify areas for improvement.

Q: What were the main findings of the study?

A: The main findings of the study include:

Only 27% of patients felt that service access was adequate.
61% of patients considered continuity and service coordination less than optimal.
57% of respondents considered interpersonal communication to be good, but there was still room for improvement in this area.
Only 60% of patients felt that comprehensive services were provided.
The level of patient confidence was very low, with only 22% of patients feeling confident in the center's ability to provide quality services.

Q: What are the implications of the study's findings?

A: The study's findings have several implications for the quality of services provided by Medan Amplas Health Center. The low percentage of patients who felt that service access was adequate, interpersonal communication was good, and comprehensive services were provided suggests that there is still much that needs to be improved. The center should focus on improving the competence of its staff, providing training in effective communication, and providing better information on available services to patients.

Q: What are the recommendations for improving patient experience at Medan Amplas Health Center?

A: Based on the study's findings, several recommendations can be given to the Head and Employees of Medan Amplas Health Center:

Improve competence in providing services: The center should focus on improving the competence of its staff in providing services in accordance with established procedures.
Training in effective communication: The center should provide training in effective communication to its staff to improve their communication skills and build trust with patients.
Better information on patients: The center should provide better information on available services to patients to improve access and continuity of services.

Q: What are the limitations of the study?

A: The study has several limitations, including:

Sample size: The sample size of 100 patients may not be representative of the entire population of patients who have received services at Medan Amplas Health Center.
Data collection method: The study used a questionnaire to collect data, which may not be the most effective method for gathering information on patient experience.
Time period: The study was conducted in 2018, which may not reflect the current situation at Medan Amplas Health Center.

Q: What are the future research directions?

A: Future research should focus on:

Improving the quality of services: The center should focus on improving the quality of services provided to patients, including access, continuity, and comprehensive services.
Building trust: The center should focus on building trust with patients by improving communication skills and providing better information on available services.
Evaluating the effectiveness of interventions: The center should evaluate the effectiveness of interventions aimed at improving patient experience and quality of services.