The effects of health care system justice on health insurance beneficiaries satisfaction for primary care in Indonesia
Budi Aji, Siti Masfiah, Dian Anandari, Arih Diyaning Intiasari and Dyah Anantalia Widyastari

School of Public Health, Faculty of Health Sciences, Jenderal Soedirman University, Purwokerto, Central Java, Indonesia

Abstract

The objective of this study is to investigate the effects of health care system justice on health insurance beneficiaries^ satisfaction particularly in the public primary care level. This is a cross-sectional study with 214 respondents. Sampling was conducted using probability sampling with a cluster sampling approach. Seven public primary care was selected for study sites that represent both rural and urban areas. The data were analyzed by using multiple linear regression. The study identifies the significant effects of health care system justice on patient satisfaction. Modesty, intimacy and sincerity of the health care staff services create an impressive experience among patients. Patient^s satisfaction is also influenced by procedural justice regarding services are obtained. Procedural justice positively influences the patient satisfaction with the management of complaint. It is suggested that primary care should pay more attention the communication with patients and timeliness in responding to complaints which also influence to the consumer^s satisfaction.

Keywords: Interactional justice, procedural justice, national health insurance, satisfaction, primary care

Topic: Health policy, health services and health economic