The Relationship Between Literacy About the JKN System and Outpatient Satisfaction at the Bungursari Community Health Center, Purwakarta Regency

Abstract

Low levels of patient satisfaction can negatively affect the quality of health care facilities, particularly at the primary care level such as community health centers (puskesmas). One of the factors influencing patient satisfaction is the limited level of patient literacy regarding the National Health Insurance (Jaminan Kesehatan Nasional—JKN) system. Insufficient understanding of patients’ rights, procedures, and service pathways may lead to misunderstandings, dissatisfaction, and even negative perceptions of service quality. This condition poses a challenge for Puskesmas Bungursari, Purwakarta, which is a primary health care facility with a high patient visit rate. This study aimed to determine the relationship between literacy regarding the JKN system and patient satisfaction at Puskesmas Bungursari, Purwakarta Regency. A quantitative study with a cross-sectional design was conducted. The study population consisted of 1,431 individuals, with a sample size of 257 respondents. The sampling technique used was non-probability sampling with an accidental sampling approach. The research instruments were literacy and satisfaction questionnaires that had been tested for validity. Statistical analysis included the chi-square test and multivariate analysis using multiple logistic regression. The results showed a significant relationship between literacy and patient satisfaction at Puskesmas Bungursari, Purwakarta Regency (p-value < 0.001), with an odds ratio of 13.084. Furthermore, literacy remained significantly associated with patient satisfaction (p-value < 0.001) after controlling for the employment variable (p-value = 0.019). To improve patient satisfaction at puskesmas, efforts should focus on enhancing health literacy through the use of visual strategies and effective communication, as well as improving the quality of empathetic services that include attentive listening to patient complaints and fair treatment.