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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 .
Previous researchers have found that waiting time affects people’s perceptions about the given services and in turn, patients would choose to get a treatment from another health care provider the next time . However, the HCS in Jakarta, especially CHCs, faces challenges to implement shorter waiting times. In Jakarta, there were too many CHC patients while there were too few general practitioners . The use of the national health insurance has resulted in each general practitioner to treat about 100 patients each day; consequently, each patient only had about 4 min for the overall treatment .
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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Paxman Scalp Cooling has been working with Sciensus to provide cooling cap treatment for cancer patients for a decade. YS performed the study design, data collections, and data analysis, including the coding, categorizing and drafting the original manuscript. AW performed the data analysis and reviewed the original manuscript.
This information can help the government, health care providers, and health promoters to formulate health policies and programs for Jakartans while taking the community’s point of view into account. Overall, our findings indicate that the HCSs, currently available in Jakarta, do not provide services that meet the values that are considered important by the communities. This leads to the tendency of the participants to do self-treatment before going to the health care centers. Participants had a positive view on CHCs concerning their service fee. The inexpensive cost of medicines and treatment made participants go to the CHC because “if national health insurance, (it’s) free, even if pay, only three thousand five thousand (IDR; ±0.21 USD)” (female, 41 y/o).