In addition, the duration of medical examination is limited due to the shorter service hours (i.e., 07.30 a.m.−4.00 p.m.; break 12.00–1.00 p.m.) . The outcomes to the limited opening hour at CHCs with an overload of patients are long waiting times and short examination times, as experienced by our participants. Consequently, our participants expressed a more negative view toward the CHCs’ services and they chose private clinics and hospitals over CHCs. This preference might have also been influenced by the fact that most private clinics and hospitals provide 24-h services. A low cost is one of the reasons why people use health facilities .
In total, 45 Jakartans from various ages (20–66 y/o), from low and middle economic status (±35–320 USD/month), and from various educational levels (elementary school–bachelor degree) participated (18 males; 27 females). They were recruited using a convenience sampling and have given written informed consent to participate in the study. The participants were the member of the Grogol Petamburan sub-district, in West Jakarta Municipality, Special Capital Region of Jakarta. The Special Capital Region of Jakarta consists of five municipalities with the similar characteristics of the community member; as they come from various backgrounds.
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This study explored the Jakartans’ perceptions on HCSs, focusing on the hospitality of the staff members and the services of staff members and general practitioners. Overall, our participants expressed their preference to private clinics and hospitals over the government-mandated CHCs. The CHCs had long waiting time and short opening hours, while private clinics had friendlier services, shorter waiting time, and longer opening hours, even though they had to pay more for the services. At the same time, the participants expressed a more positive view on the CHCs with regard to their service fees, which were affordable or even free under the national health insurance coverage. In summary, these results show that the current services offered by HCSs in Jakarta do not meet the needs of their communities. We hope that these recommendations would be taken into account in the future health-related policies and programs in Jakarta.
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