Factors Affecting Outpatients Intention to Revisit Health Services at Public Health Center in Demak District

Abstract

The pandemic situation led decreasing in the number of patient visits at Public Health Centers (PHC) due to concerns about contracting Covid-19, including in Demak District which experienced a decrease in visits to 71.7% from 141.2% in 2019. The lack of usage of health services contributed to the poor community health status. The purpose of the study was to analyze the influence of various factors regarding the intention of revisits health services at PHC in Demak District during the Covid-19 pandemic. This is quantitative research with a cross-sectional approach. The population were patients who visited PHC in Demak District. Samples determined by the purposive sampling technique amounted to 332 people. Partial effect test with simple linear regression and simultaneously with multiple linear regression because classical assumption test requirements were met. A total of 57.5% of respondents have a high intention to revisit health services. Partially it's proven that knowledge, health workers' ability, infrastructure, service quality and waiting time affected intentions to revisit health services in PHC. Variables of waiting time, infrastructure, health workers' ability, and service quality were predictors for revisits with an overall effect of 27.7%. Health centres need to develop an online queuing mechanism to reduce waiting times and gradually equip infrastructure and improve service quality through health workers' discipline.

Peranan perceived service quality dan perceived waiting time dalam meningkatkan kepuasan pasien dan intensi berkunjung kembali di rumah sakit umum daerah

“…Menurut Biya et al (2022), perceived waiting time merupakan penilaian pasien terhadap total waktu yang dihabiskan pasien di fasilitas kesehatan sejak kedatangan di meja pendaftaran hingga saat pasien meninggalkan fasilitas atau layanan terakhir. Pramana et al (2022) mendefinisikannya sebagai total waktu yang dihabiskan pasien sejak pendaftaran sampai memperoleh layanan kesehatan. Sejalan dengan definisi tersebut, Bielen dan Demoulin (2007) menyatakan bahwa perceived waiting time merupakan penilaian subjektif pasien berdasarkan persepsi terhadap waktu yang tidak dapat diukur, tetapi dapat diketahui melalui survei.…”

“…Namun, ketika pasien menunggu terlalu lama, mereka cenderung mengingat pengalaman tersebut secara negatif, sehingga membentuk persepsi yang tidak menyenangkan yang menurunkan intensi untuk berkunjung kembali. Selain itu, Pramana et al (2022) yang meneliti pasien di Demak juga menyimpulkan bahwa semakin sedikit waktu tunggu, semakin tinggi intensi pasien untuk berkunjung kembali. Waktu tunggu yang terlalu lama dapat menyebabkan pasien merasa kesal, marah, dan bosan selama menunggu di rumah sakit (Insani et al, 2020), sehingga pada akhirnya pasien memilih untuk beralih ke rumah sakit lain.…”