Published: 2022-01-28

Factors associated with the quality of health services for hypertension patients at adow community health center, Central Pinolosian Sub District South Bolaang Mongondow Regency

Febi K. Kolibu, Paul Kawatu, Ardiansah Tucunan


Background: The community's need for health services encourages health care facilities to always provide quality services. The implementation of health service quality assurance will not only have an impact on the organization, but also satisfaction for existing resources within the organization because of patient satisfaction. The purpose of this study was to determine the relationship between the dimensions of the quality of health services with the satisfaction of hypertension patients at the Adow public health center, central Pinolosian Sub District, South Bolaang Mongondow Regency.

Methods: This study is a quantitative study with a cross-sectional design. The study population consisted of hypertensive patients at Adow health center with a total sample of 100 patients who were taken using the purposive sampling technique.

Results: Univariate analysis on the quality of health services found 67% of respondents stated that the dimensions of tangible were good, 50% of patients stated that the dimensions of reliability were good, 88% of patients stated that responsiveness was good, 72% of patients stated that the dimensions of assurance were good and 92% The patient stated that the empathy dimension was good. The results of the bivariate analysis proved the correlation between the dimensions of physical evidence-satisfaction of hypertensive patients (p=0.000), the dimensions of reliability-satisfaction of hypertensive patients (p=0.000), dimensions of responsiveness-patient satisfaction (p value 0.000), assurance-patient satisfaction (p=0.002) and empathy-patient satisfaction (p=0.017)

Conclusions: The quality of health services for hypertensive patients at the Adow community health center based on an assessment of the dimensions of tangible, reliability, responsiveness, assurance, and empathy is included in the good category. There is 53% of patients expressed their satisfaction with the services provided by the Adow community health center. In addition, this study has proven that there is a relationship between physical evidence, reliability, responsiveness, assurance, and empathy with the satisfaction of hypertensive patients at the Adow community health center.


Quality, Health Services, Hypertension

Full Text:



Ministry of health agency for health research and development, 2018. Main Results of Riskesdas 2018. Available at: indonesia-basic-health-research-2018. Accessed on 20 October 2021.

Ministry of health of the republic of Indonesia. Regulation of the minister of health number 75 of 2014 concerning community health centers. Available at: Regulasi%20Lisensi%20Produk.pdf. Accessed on 20 October 2021.

Yogyakarta HS. Management of hospital health services. Indonesia: Goysen Publishing; 2016:71-82.

Jakarta PI. Quality assurance of health services: basic definition and application. Indonesia; ECG Medical Book Publisher: 2006.

Buchbinder SB, Shanks NH. Health Service Management. Indonesia; ECG Medical Book Publisher: 2006;64-5.

Fakta dan Angka Hipertensi - Direktorat P2PTM ( Available at: http://p2ptm.kemkes. Accessed on 20 October 2021.

South Bolaang Mongondow Regency in Figures. Available at: 2019/08/16/11ec613e602fb95953dc28ac/kabupaten-bolaang-mongondow-selatan-dalam-angka-2019.html. Accessed on 20 October 2021.

Hutagalung F, Wau H. Factors affecting the quality of health services in patients with hypertension at the Medan Petisah community health center in 2019. J Nurs Physiother. 2019;2(1):45-9.

Taekab AH, Suryawati C, Kusumastuti W. Analysis of patient perception on the quality of public health services and its relationship with outpatient satisfaction at Leyangan Health Center Semarang Regency in 2018. J Commu Health. 2021;7(1):45-9.

Gobel SR, Kolibu FK, Mandagi CKF. Relationship the quality of health service with interest in reusing teling public health center. Public Health J. 2019; 8(7):52-9.

Farida N, Asrinawaty A, Anwary AZ. The correlation between health service quality and patient satisfaction in the general poly public health center of Beruntung Raya Health Center. Public Health J. 2020;4(6):25-9.

Setiawan Y, Asmuji I, Komaruddin I. The correlation between responsiveness of health workers with patient satisfaction levels in inpatient rooms at balung hospital, Jember Regency. J Commu Health. 2017; 4(7):25-9.

Mernawati D, Zainafree I. Analysis factors related to satisfaction level of outpatient patients at lemper public health center district Semarang South Semarang City. Public Health Perpect J. 2016;1(1):80-8.

Matondang MR, Madjid TA, Chotimah I. Factors Associated with the quality of health service at karadenan public health center District Cibinong Bogor Regency. Promotor. Public Health Student J. 2021;2(4):276-84.

Asmuji NF, Komarudin A. The correlation between nurse empathy and satisfaction levels of inpatients at Balung Hospital, Jember Regency. Health Perpect J. 2020;4(5):25-9.

Chakraborty SN, Bhattacherjee S, Rahaman MDA. A cross-sectional study on patient satisfaction in an urban health care centre of siliguri municipal corporation, Darjeeling, West Bengal. Med J DY Patil Univ, 2016;9(3):45-9.