Effect of Response and Knowledge about Back-Referral Program toward Patient’s Obedience at the Fatmawati National Vertical Hospital


Back-referral program in the era of social health insurance has become one of the leading programs to improve the health service quality for social health insurance participant. However, the effectiveness of the implementation of this program is not yet optimal. This study aimed to determine the depth influence patient response and knowledge social health insurance patient toward a back-referral program at The
Fatmawati National Vertical Hospital. This study was conducted at The Fatmawati National Vertical Hospital in September 2016. This study was a quantitative study with sample of 202 outpatients’ social health insurance with chronic disease. Data were collected by using primary data with questionnaire as a research instrument.
Results found that odd ratio value between patient knowledge, responsiveness hospital workers and access to hospital was 15.3 (95% CI=3.6-65.4, p-value 0.001), which meant that patients who had an excellent understanding would follow back referral program 15.3 times higher than who had less knowledge and respondents which stated that the good of responsiveness hospital would follow back-referral plan 7.6 times higher than patients who reported bad responsiveness hospital workers, after controlled by knowledge and access variables. Social health insurance patient behavior in the back-referral program at The Fatmawati National Vertical Hospital was influenced by patient knowledge and responsiveness of hospital worker.

Keywords: Back-referral plan; social health insurance; hospital; chronic disease

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