Criterion 1.1.2 easy access to information and service user feedback First Level Health Facilities

The community as the beneficiary of cross-program and cross-sector services gets easy access to information about patient rights and obligations, types of services, and Puskesmas activities as well as access to services and access to providing feedback.

1) Main Thoughts:

a) Puskesmas as a first level health facility (FKTP) is obliged to provide health services in accordance with the provisions of laws and regulations by taking into account the needs and expectations of the community.

b) The Community Health Center must be easily accessible to the community, including information, implementation and services, when the community needs preventive, promotive, curative and/or rehabilitative services in accordance with the Community Health Center's capabilities.

c) Puskesmas must identify and convey information about patient rights and obligations in accordance with statutory provisions, types of services accompanied by implementation schedules to patients/service users. Patients are also provided with information about their obligations to provide accurate information to staff and respect staff's rights. What is meant by patient is every person who consults about their health problems to obtain the necessary health services either directly or indirectly at a health service facility.

d) In providing care, staff must respect the patient's established rights. Therefore, all officers are given socialization regarding regulations and their role in implementing the fulfillment of patients' rights and obligations to participate in the care process.

e) The services provided by Community Health Centers and their networks need to be known by the community as service users, across programs and related sectors to increase cooperation and provide mutual support in implementing health efforts and other efforts related to health and to strive for health-oriented development. What is meant by service user is an individual who receives service benefits, both individual health services and public health services.

f) To facilitate the delivery of information to the public in an effort to facilitate access to services, various communication strategies can be used, including using simple and easy to understand language, utilizing information technology that is known to the public, and paying attention to existing cultural values. Delivery of information can be done through various media known to the public, such as notice boards, direction markers, print media, telephone, short message service (SMS), electronic media, social media, or the internet.

g) A mechanism for receiving feedback regarding ease of access and suggestions for improvements to services from service users is needed to improve the service system and implementation of Puskesmas efforts.

h) There is a mechanism for resolving complaints/complaints from service users that is documented according to established rules and can be accessed by the public.

i) Service user satisfaction is the result of service users' opinions and assessments of the performance of services provided by the Puskesmas, while patient satisfaction is the result of patients' opinions and assessments of the performance of services provided by the Puskesmas. Service user/patient satisfaction can be achieved if the services provided match or exceed the expectations of service users/patients. For this reason, it is necessary to assess the satisfaction of service users/patients periodically and follow up.

2) Assessment Elements:

a) Establish a policy regarding patient rights and obligations (R).

b) Socialization is carried out regarding the rights and obligations of patients as well as the types of services provided by the Puskesmas to service users and to staff using communication strategies determined by the Puskesmas (R, D, O, W).

c) Evaluation and follow-up of officers' compliance in implementing the fulfillment of patient rights and obligations, and the results of socialization of the types of services provided by the Puskesmas to service users (D, O, W).

d) Efforts are made to obtain feedback from service users and measure patient satisfaction as well as handling complaints/complaints from service users and their follow-up which is documented in accordance with established rules and can be accessed by the public (R,D,O,W).