Modeling Satisfaction And Behavioral Intentions Of Inpatients Of Community Health Center-Based Service Delivery System

This study aims to formulate a model of satisfaction and behavioral intentions of inpatients at Community Health Center (CHC) in East Java based on service delivery system. Sample selection of districts / cities, CHC, and respondents based on purposive sampling. The districts / cities of the sample are District of Blitar, Lumajang, Pamekasan and City of Surabaya. The analysis used: (a) Structural Equation Modeling with the method of partial least squares (PLS) and (b) descriptive analysis. The results of PLS analysis showed that the contact personnel can improve inpatients satisfaction at CHC in East Java, the physical support is proven to increase inpatients satisfaction at CHC in East Java and the inpatients satisfaction can influence the behavioral intentions of inpatients at CHC in East Java. While the process has not been able to increase inpatients satisfaction at CHC in East Java. The winds of change are already blowing of decentralization policy brought big changes regarding the role of government in health care. Regional autonomy in the perspective of the health sector will impact the expansion of local authorities to formulate and develop a health care system in the area concerned, in accordance with the aspirations and needs of local communities and state and local capabilities. Community Health Center (CHC) is one of the types of organizations that serve the public health highly enjoyed by the general public. The existence of a policy of decentralization of health services and the demand for quality of health services, forcing health care institutions such as CHC to think about change management systems. Environmental and policy changes may force a change in management paradigm that will ultimately bring with it changes in its management systems (Wibowo, 2013)(1). One of the flagship programs of health services in the province of East Java is an effort to develop CHC into two functions namely CHC of inpatient and CHC of non-inpatient. Improvement of the status of CHC into CHC of inpatient is an effort to expand access of health services to public and medical care services especially. In addition, CHC of inpatient is also designed to be used as satellites or miniature of health organizations. The policy was taken therefore motivated by the increasing visits for treatment to CHC, and hospitals (referral) overwhelmed to receive referrals of patients from the CHC so that it feared would affect the burden of health care workers and patient care will decline (Setiawan, 2011) (2). CHC is the spearhead of health services to the district/city level. Based on Table 1 we can see that until 2013, the number of CHC in the province of East Java as much as 960 units consisting of 505 CHC of inpatient and 455 CHC of non- inpatient in 38 districts / cities. There is a rise in the number of CHC of inpatient in year of 2011 amounted 396 units to 400 units in year of 2012, an increase of 1%. In year of 2013 the number of CHC of inpatient increased by 26.25% compared to the year of 2012. This reality shows that City or District Government in East Java has developed into a status of CHC of inpatient with a variety of services such as CHC with the specification to reference the birth of the baby, CHC "Plus" by presenting consulting a specialist doctor, and others. The forms of service innovation programs can take the form of CHC of traumatic, CHC of online, CHC of mannered moral, CHC of mental services and others.