The Influence of Integrated Primary Care Implementation on Patient Satisfaction
DOI:
https://doi.org/10.37287/ijghr.v8i5.2289Keywords:
community health center, integrated primary care, patient satisfaction, primary healthcare, SEM-PLS, service qualityAbstract
Integrated Primary Care (IPC) is one of the strategic initiatives of Indonesia’s Primary Healthcare Transformation Program aimed at strengthening primary healthcare services through integrated, comprehensive, and life-cycle-oriented care. The implementation of IPC is expected to improve service quality and ultimately enhance patient satisfaction. However, empirical evidence regarding the relationship between IPC implementation, service quality, and patient satisfaction remains limited, particularly within community health center settings. This study aimed to analyze the influence of Integrated Primary Care implementation on patient satisfaction and to examine the mediating role of service quality at Talango Community Health Center, Sumenep Regency. A quantitative study with a cross-sectional design was conducted among 125 healthcare service users at Talango Community Health Center. Respondents were selected using accidental sampling techniques. Data were collected through structured questionnaires measuring IPC implementation, service quality, and patient satisfaction. Data analysis was performed using Structural Equation Modeling–Partial Least Squares (SEM-PLS) with SmartPLS version 4. The findings revealed that IPC implementation had a positive and significant effect on service quality (β = 0.415; p < 0.001). Service quality demonstrated a positive but statistically insignificant effect on patient satisfaction (β = 0.168; p = 0.087). Furthermore, IPC implementation did not significantly influence patient satisfaction (β = −0.085; p = 0.432). Mediation analysis indicated that service quality failed to significantly mediate the relationship between IPC implementation and patient satisfaction (β = 0.070; p = 0.127). IPC implementation significantly improved perceived service quality but did not significantly increase patient satisfaction, either directly or indirectly through service quality mediation. These findings suggest that patient satisfaction is influenced by broader factors beyond service quality, including patient experience, healthcare accessibility, communication effectiveness, and facility comfort. Strengthening patient-centered healthcare approaches may be essential to maximize the benefits of IPC implementation.
References
Anjayati, S. (2021). Kualitas pelayanan kesehatan di puskesmas dan kepuasan pasien: Tinjauan literatur. Jurnal Ilmu Kesehatan Masyarakat, 10(2), 85–94.
Bansal, A., Sharma, P., & Gupta, R. (2024). Patient satisfaction and healthcare quality: A multidimensional perspective. International Journal of Healthcare Management, 17(1), 45–57.
Batbaatar, E., Dorjdagva, J., Luvsannyam, A., Savino, M. M., & Amenta, P. (2022). Determinants of patient satisfaction: A systematic review. Perspectives in Public Health, 142(2), 89–101.
Bouton, T. C., et al. (2023). Interprofessional collaboration and quality improvement in integrated primary care: A systematic review. BMC Primary Care, 24(1), 112–124.
Davidson, K. W., McGinn, T., & Johnson, J. (2021). Integrated care and patient satisfaction: Evidence from primary health care services. International Journal of Integrated Care, 21(4), 1–12.
Davidson, K. W., McGinn, T., & Johnson, J. (2022). Collaborative practice models and quality of primary care services. BMC Health Services Research, 22(1), 764–775.
Hair, J. F., Hult, G. T. M., Ringle, C. M., & Sarstedt, M. (2022). A primer on partial least squares structural equation modeling (PLS-SEM) (4th ed.). Sage Publications.
Hasanuddin, M., Rahman, F., & Prasetyo, B. (2025). Patient trust as a mediator between service quality and patient satisfaction in primary health care. Journal of Primary Care and Community Health, 16, 1–10.
Kementerian Kesehatan Republik Indonesia. (2022). Transformasi sistem kesehatan Indonesia: Pilar transformasi layanan primer. Kementerian Kesehatan Republik Indonesia.
Kementerian Kesehatan Republik Indonesia. (2023). Petunjuk teknis implementasi integrasi layanan primer di puskesmas. Direktorat Jenderal Kesehatan Masyarakat.
Kotler, P., & Keller, K. L. (2022). Marketing management (16th ed.). Pearson Education.
Marvia, R., Fitriani, N., & Saputra, A. (2025). The effect of service quality on patient satisfaction in community health centers. Jurnal Administrasi Kesehatan Indonesia, 13(1), 22–31.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40.
Starfield, B., Shi, L., & Macinko, J. (2020). Contribution of primary care to health systems and health. The Milbank Quarterly, 83(3), 457–502.
Suleiman, M., & Abdulkadir, H. (2022). Healthcare service quality and patient satisfaction in primary healthcare facilities. International Journal of Health Planning and Management, 37(5), 2804–2817.
Tjiptono, F., & Chandra, G. (2023). Service, quality & customer satisfaction. Andi Publisher.
Utami, R. D., Nugraheni, W. P., & Putri, A. R. (2023). The relationship between service quality and patient satisfaction in primary healthcare facilities. International Journal of Public Health Science, 12(3), 1121–1129.
Van Hoorn, A., Elissen, A., Driessen, J., & Vrijhoef, H. J. M. (2024). Value-based integrated care and healthcare quality outcomes: A systematic review. International Journal of Integrated Care, 24(1), 1–15.
World Health Organization. (2023). Primary health care measurement framework and indicators: Monitoring health systems through a primary health care lens. World Health Organization.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2026 Indonesian Journal of Global Health Research
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
