Patient Satisfaction with Prolanis Services at Pulau Panggung Health Center
DOI:
https://doi.org/10.26630/jk.v16i2.5228Keywords:
Hypertension patient satisfaction, Prolanis, Service qualityAbstract
Hypertension is one of the most common non-communicable diseases (NCDs) whose prevalence continues to increase and has become a leading cause of death in Indonesia. To address this issue, the government, through BPJS Kesehatan, launched the Chronic Disease Management Program (Prolanis), which is implemented in first-level health facilities, such as health centers. The success of this program depends greatly on patient satisfaction with the services provided. This study aims to identify factors associated with the satisfaction of patients with hypertension who use Prolanis services at the Pulau Panggung Health Center. A quantitative approach with a cross-sectional design was applied, involving 131 hypertensive patients registered as Prolanis participants. Data were collected using a structured questionnaire that referenced the five dimensions of service quality outlined in the SERVQUAL model: reliability, responsiveness, assurance, empathy, and tangibles. Data were analyzed using the chi-square test to examine the relationship between service quality dimensions and patient satisfaction. The findings revealed that all five dimensions of service quality had a significant association with patient satisfaction (p≤0.05). Among them, the tangible evidence dimension was identified as the most dominant factor influencing satisfaction. In conclusion, Prolanis' service quality plays a crucial role in determining patient satisfaction. Therefore, improving the quality of services, particularly in tangible aspects such as facility cleanliness, comfort, availability of medical equipment, completeness of infrastructure, and the professional appearance of healthcare workers, is expected to enhance the effectiveness of Prolanis implementation at health centers.
References
Andi, L. P. D. dan M. A. (2016). Manajemen Pelayanan yang baik dengan Kepuasan Pasien yang Tinggi. Jakarta: Nuansa Fajar Cemerlang.
Aprianditah, M., Yamin, A., & Mansyur Malonga, W. A. (2024). Pengaruh Kualitas Pelayanan, Citra Dan Fasilitas Pelayanan Terhadap Kepuasan Pasien (Studi Kasus Di Rumah Sakit Hl Manambai Abdulkadir). EVOLUSI : Jurnal Sains Dan Manajemen, 12(2), 65–75. https://doi.org/10.31294/evolusi.v12i2.23197
Arifin, S., Rahman, A., Muhyi, R., Octaviana Putri, A., & Hadianor, H. (2019). Hubungan Usia, Tingkat Pendidikan, Fasilitas Kesehatan Dengan Kepuasan Pasien Di Puskesmas Muara Laung. Jurnal Publikasi Kesehatan Masyarakat Indonesia, 6(2), 40–45. https://doi.org/10.20527/jpkmi.v6i2.7457
Ayu Wulansari & Adrie Frans Assa. (2025). Pengaruh Reliability, Responsiveness, Assurance, Empathy dan Tangible Terhadap Kepuasan Pasien di RSUD Geneng. El-Mal: Jurnal Kajian Ekonomi & Bisnis Islam, 6(3), 1114–1126. https://doi.org/10.47467/elmal.v6i3.6643
Badan Pusat Statistik Provinsi Sumatera Selatan. (2023). Provinsi Sumatera Selatan dalam Angka 2023. https://sumsel.bps.go.id/id
Chaniago, T., & Agustina, D. (2023). Analisis Mutu Pelayanan Kesehatan Terhadap Kepuasan Pasien Jaminan Kesehatan Nasional (JKN) Rawat Jalan di Puskesmas Simalingkar Kota Medan. Jurnal Pendidikan Tambusai, 7(2), 21475-221487. https://doi.org/10.12928/ijhr.v2i1.7020
Dinas Kesehatan Kabupaten Muara Enim. (2023). Laporan Tahunan Dinas Kesehatan Kabupaten Muara Enim Tahun 2023. https://www.dinkesmuaraenim.com/
Engkus, E. (2019). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pasien Di Puskesmas Cibitung Kabupaten Sukabumi. Jurnal Governansi, 5(2), 99–109. https://doi.org/10.30997/jgs.v5i2.1956
Fadila, R., & Ahmad, A. N. (2021). Determinan Rendahnya Partisipasi dalam Program Pengelolaan Penyakit Kronis di Puskesmas. Jurnal Kesehatan Vokasional, 6(4), 208. https://doi.org/10.22146/jkesvo.66299
Febrianti, S. V. (2020). Analisis Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pasien Unit Layanan Rawat Jalan Kesehatan Jiwa Di Puskesmas Kabupaten Situbondo. Jurnal STIE Mitra Indonesia, 69–83.
Febriawati, H., Siral, S., Yanuarti, R., Oktavidiati, E., Wati, N., & Angraini, W. (2022). Pelaksanaan Program Pengelolaan Penyakit Kronis (Prolanis). Citra Delima Scientific Journal of Citra Internasional Institute, 6(2), 105–110. https://doi.org/10.33862/citradelima.v6i2.296
Goyena, R. (2019). Kualitas Pelayanan Kesehatan. Journal of Chemical Information and Modeling, 53(9), 1689–1699.
Gumilar, H., Badriah, D. L., & Iswarawanti, D. N. (2024). Analisis faktor yang berhubungan dengan kepuasan pasien pelayanan rawat jalan di Puskesmas. Jurnal Ilmu Kesehatan Bhakti Husada: Health Sciences Journal, 15(02), 532–541. https://doi.org/10.34305/jikbh.v15i02.1451
Harniati, A., Suriah, S., & Amqam, H. (2019). Ketidakpatuhan Peserta Bpjs Kesehatan Mengikuti Kegiatan Prolanis Di Puskesmasrangas Kabupaten Mamuju. Jurnal Kesehatan Masyarakat Maritim, 1(1), 1–6. https://doi.org/10.30597/jkmm.v1i1.8689
Hastuti Hesti Eka dkk. (2024). Pengaruh Kualitas Pelayanan Kesehatan Terhadap Kepuasan Pasien Di Rumah Sakit Ibnu Sina Yw-Umi. Jurnal Kesehatan Tambusai, 5(4). https://doi.org/10.37481/jmeb.v4i2.796
Husaini, F., & Fonna, T. R. (2024). Hipertensi dan Komplikasi Yang Menyertai Hipertensi. Jurnal Medika Nusantara, 2(3), 135-147. https://doi.org/10.59680/medika.v2i3.1260
Irawan, B., Kurnia, R. A., Sitanggang, E. D., & Achmady, S. (2020). Analisis Tingkat Kepuasan Pasien Terhadap Mutu Pelayanan Rumah Sakit Berdasarkan Metode Service Quality (Servqual). Jurnal Keperawatan Dan Fisioterapi (Jkf), 3(1), 58–64. https://doi.org/10.35451/jkf.v3i1.522
Kementerian Kesehatan Republik Indonesia. (2021). Petunjuk Teknis Program Pengelolaan Penyakit Kronis (Prolanis). Jakarta.
Kementerian Kesehatan Republik Indonesia. (2023). Badan Kebijakan Pembangunan Kesehatan. Survei Kesehatan Indonesia (SKI) 2023 Dalam Angka. Jakarta.
Kuncoro, S., Arba, M., & Fristiohady, A. (2025). Evaluasi Kualitas Pelayanan Terhadap Kepuasan Pasien di Puskesmas Lepo-Lepo Kota Kendari dengan Metode SERVQUAL dan Zone of Tolerance ( ZoT ). 11(1), 263–273. https://doi.org/10.35311/jmpi.v11i1.697
Kusumawati, D., Maharani, C., & Prasetyawan, R. D. (2023). Faktor-Faktor yang Berhubungan dengan Kepuasan Pasien pada Pelayanan Kesehatan di Puskesmas Tahun 2022. Nursing Information Journal, 2(2), 62–72. https://doi.org/10.54832/nij.v2i2.314
Liang, H., Xue, Y., & Zhang, Z. R. (2021). Patient satisfaction in China: A national survey of inpatients and outpatients. BMJ Open, 11(9), 1–9. https://doi.org/10.1136/bmjopen-2021-049570
Lisna, L., Zulfikar, R., & Kurniawan, D. (2022). Pengaruh Mutu Pelayanan terhadap Kepuasan Pasien di Puskesmas Kecamatan Bangko Kabupaten Merangin. Jurnal Ilmu Kesehatan Masyarakat, 13(1), 12–22. https://doi.org/10.55173/nersmid.v5i1.100
Maulidati, L. F., & Maharani, C. (2022). Evaluasi Program Pengelolaan Penyakit Kronis (Prolanis) Pada Masa Pandemi Covid-19 Di Puskesmas Temanggung. Jurnal Kesehatan Masyarakat, 10(2), 233–243. https://doi.org/10.14710/jkm.v10i2.32800
Ningrum, P. C., Rachmawati, A., Rejeki, S., & Khayati, N. (2024). Penurunan tekanan darah pada lansia dengan hipertensi menggunakan rebusan daun sirsak. Ners Muda, 5(1), 73. https://doi.org/10.26714/nm.v5i1.13620
Putri, A. D., Pascarani, N. N. D., Wismayanti, D., & Wiwin, K. (2016). Pengaruh Kualitas Pelayanan Kesehatan Terhadap Kepuasan Pasien Peserta BPJS di Rumah Sakit Tingkat II Udayana Denpasar. Citizen Charter, 1(1).
Sari, D. (2017). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pasien Di Rumah Sakit “X.” Jurnal Ilmiah Kesehatan Media Husada, 6(1), 151–158. https://doi.org/10.33475/jikmh.v6i1.71
Setianingsih, A., & Susanti, A. S. (2021). Pengaruh kualitas pelayanan kesehatan terhadap kepuasan pasien di Rumah Sakit “S”. Menara Medika, 4(1). https://jurnal.umsb.ac.id/index.php/menaramedika/article/view/2741
Setiono, B. A., & Hidayat, S. (2022). Influence of Service Quality with the Dimensions of Reliability, Responsiveness, Assurance, Empathy, and Tangibles on Customer Satisfaction. International Journal of Economics, Business and Management Research, 06(09), 330–341. https://doi.org/10.51505/ijebmr.2022.6924
Vanchapo, A. R., & Magrifoh. (2022). Mutu Pelayanan Kesehatan dan Kepuasan Pasien. Jakarta: Tata Mutiara Hidup Indonesia.
World Health Organization. (2023). Hypertension. https://www.who.int/news-room/fact-sheets/detail/hypertension
Downloads
Published
Issue
Section
License
Copyright (c) 2025 Rahmatullah, Hardono, Yunina Elasari
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
Authors who publish in this journal agree to the following terms:
- Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License (CC BY-SA 4.0) that allows others to share the work with an acknowledgment of the work's authorship and initial publication in this journal.
- Authors can enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgment of its initial publication in this journal.
- Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as this can lead to productive exchanges and earlier and greater citations of published work.
