PATIENT EXPERIENCE AND CONTINUITY OF CARE IN PRIMARY HEALTHCARE: THE ROLES OF DIGITAL COMMUNICATION, HEALTH LITERACY, AND PROVIDER RESPONSIVENESS

Ria Anista; Usman Ali; Yosita Amelia

doi:10.55681/aohj.v3i2.567

Authors

Ria Anista Institut Teknologi dan Kesehatan Aspirasi
Usman Ali Universitas Pendidikan Mandalika
Yosita Amelia Universitas Pendidikan Mandalika

DOI:

https://doi.org/10.55681/aohj.v3i2.567

Keywords:

Patient experience, Continuity of care, Digital communication

Abstract

Patient experience is a central indicator of primary healthcare quality because it reflects whether care is accessible, understandable, coordinated, respectful, and responsive over time. Digital communication may strengthen continuity by extending contact beyond face-to-face visits, but its value depends on patients’ health literacy and providers’ capacity to respond appropriately. This study examined relationships among digital communication, health literacy, provider responsiveness, continuity of care, and patient experience in community-based primary healthcare. A simulation-based cross-sectional design used 420 synthetic adult patient records representing repeated primary-care users. The analytical model included digital access and communication, functional and communicative health literacy, perceived provider responsiveness, relational and informational continuity, and overall patient-experience scores. Simulated findings showed better patient experience among individuals reporting timely digital responses, understandable communication, and stronger continuity. Health literacy was associated with greater ability to use digital channels and interpret care instructions, while provider responsiveness moderated disadvantages among patients with lower literacy. Digital access alone did not guarantee positive experience; poorly coordinated or delayed communication weakened perceived continuity. The results support a hybrid primary-care model combining digital convenience with relational continuity, clear communication, and equitable non-digital alternatives. Primary-care organizations should monitor response times, communication quality, continuity, and digital exclusion rather than measuring technology adoption alone. Prospective field studies are required to validate these relationships using real patient-reported experience measures and service data in Indonesian primary healthcare settings. This interpretation emphasizes accessible, responsive, person-centered primary care and coherent communication across repeated encounters.

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