KEPUASAN PASIEN IBU HAMIL DALAM PROSES RUJUKAN VERTIKAL PELAYANAN KESEHATAN IBU DAN ANAK

Surabaya has many health facilities and still working hard to reduce number of case in maternal mortality. Public Health Center of Mulyorejo Surabaya has developed an organized Basic Essential Obstetric Neonatal Care referral system for pregnant patients, but until now there has been no evaluation of pregnant patient satisfaction who were referred.The objective of this study is to analyze the satisfaction of pregnant patients who were referred from public health center of Mulyorejo Surabaya. This is a cross-sectional study and the unit analysis in this study was pregnant patients who were referred from Mulyorejo health centers. The analysis results is majority of pregnant patients expressed satisfaction with the referral process either to information from the midwifes, referral mileage, services for referral, referral administration, services at the receiving hospital referral and the benefits of the referral process. In this study, patient also expressed less satisfaction with the administration of the referral process because the administrative process is still considered difficult that the referral administration gets the smallest composite score. It can be concluded that Mulyorejo health center can organize the referral tiered services process mechanism well and suitable with the procedure although it needs some improvement.