scholarly journals Servqual Gap and Comparative Analysis of Service Quality Perception: Determination Framework and Critical Factors for Submission of Service Quality in the Public Health Center (Puskesmas) in Sukawati District, Gianyar Region, Bali - Indonesia

2018 ◽  
Vol 9 (11) ◽  
pp. 21127-21137
Author(s):  
Ni Putu Cempaka Dharmadewi Atmaja ◽  
Ni Made Satya Utami
Keyword(s):  
Public Health ◽  
Comparative Analysis ◽  
Service Quality ◽  
Health Center ◽  
Quality Of Services ◽  
Critical Factors ◽  
Public Health Center ◽  
The Public ◽  
Significant Difference

This study aims to find out the critical factors in delivering the quality of services at the Public Health Center (Puskesmas) in Sukawati District. Determination of critical factors based on Servqual Gap is a comparison between expectations and perceptions of the quality of service perceived by patients/ public health visitors. The research method is using qualitative descriptive analysis. The critical factor is determined by making a Cartesian diagram which is sourced from Serqual GAP. Data was obtained from the distribution of questionnaires to 200 respondents. The results of the data analysis concluded that there were 10 indicators in the Puskesmas Sukawati I that were categorized as critical factors that had to be corrected immediately. While Puskesmas Sukawati II there are 2 indicators that must immediately be improved. The comparative analysis shows that there is a significant difference between patient expectations and perceptions of perceived service quality. This result is certainly a consideration for the management of the Puskesmas to be able to assess the accuracy of the services provided to the community so that it can improve the quality of services in the future.

scholarly journals MENINGKATKAN MUTU PELAYANAN KESEHATAN DENGAN PENERAPAN UPAYA KESELAMATAN PASIEN DI PUSKESMAS

2018 ◽  
Vol 6 (2) ◽  
pp. 149
Author(s):  
Nurul Hidayatul Ulumiyah
Keyword(s):  
Public Health ◽  
Patient Safety ◽  
Health Service ◽  
Service Quality ◽  
Health Center ◽  
Health Centers ◽  
Health Ministry ◽  
Public Health Center ◽  
The Public ◽  
Health Service Quality

Background: Patient safety is an indicator of health service quality that becomes an important issue although data of patient safety incident at primary health care are not always accurate in Indonesia. Public health center is a health service facility that implements patient safety to improve the health service quality as stated in Health Ministry Law Republic of Indonesia Number 36 Year 2009.Aim: The aim of this study was to identify the implementation of patient safety to improve the service quality.Method: Data collection techniques used were observation, interview, and literature study. The research was done at a public health center in Surabaya from January to February 2018.Results: The results showed that the implementation of patient safety at the public health center was adjusted to the accreditation standard of the public health center. However, there are still some obstacles and shortcomings in the fulfillment of patient safety standards, so it is necessary to optimize the implementation of patient safety from all stakeholders.Conclusion: It can be concluded that public health centers should provide safe and qualified services to achieve healthy disctrict. The public health centers also need to improve the patient safety according to Health Ministry Law Republic of Indonesia Number 36 Year 2009.Keywords: health service quality, patient safety, public health center

scholarly journals The Perception Customers about the Means Quality Infrastructure of Ngantang Public Health Center

2020 ◽  
Vol 4 (1) ◽  
pp. 258-264
Author(s):  
Dwi Ratna ◽  
Sandu Siyoto ◽  
Byba Melda Suhita
Keyword(s):  
Public Health ◽  
Human Resources ◽  
Health Center ◽  
Sampling Technique ◽  
The Elderly ◽  
Persons With Disabilities ◽  
Public Health Center ◽  
The Public ◽  
Customer Perceptions

Background: Ngantang Public Health Center, being a public health center, always tries to apply minimum service standards. Services provided are a form of effort organized to meet community needs. Purpose: The research objective was to explore customer perceptions about the quality of buildings, equipment, human resources at Public Health Center Ngantang. Methodhs: The design used in this research is a qualitative descriptive study with a case study design, which describes customer perceptions about infrastructure; quality of buildings, equipment, human resources at the Public Health Center Ngantang. The sampling technique of this research is purposive sampling technique. The informants in this study consisted of 21 people, namely 5 BPJS PBI, 5 General, 5 Independent BPJS and 6 patient companions as triangulation informants. Data collection techniques using observation, interviews and documentation. Results: The results of the research on customer perceptions about the Public Health Center Ngantang building are the contours of lands prone to landslides, adequate parking facilities, unsafe security facilities, building components and materials are good enough, facilities for persons with disabilities and the elderly are incomplete, consumables are not yet available, furniture is less structured, human resources or labor lack of sympathy and empathy. Conclusion: By conducting this research, it can be used as a reference for Public Health Center Ngantang in improving the quality of infrastructure. consumables are not yet available, water furniture is less structured, human resources or labor lack sympathy and empathy. By conducting this research, it can be used as a reference for Public Health Center Ngantang in improving the quality of infrastructure.

scholarly journals Relationship between Service Quality on Public Health Center and Patient Satisfaction

2017 ◽  
Vol 9 (7) ◽  
pp. 96 ◽  
Author(s):  
Fuad Husain Akbar ◽  
Muhammad Tegar Jaya
Keyword(s):  
Public Health ◽  
Patient Satisfaction ◽  
Health Service ◽  
Service Quality ◽  
Health Center ◽  
Services Quality ◽  
Service Center ◽  
Public Health Center ◽  
Patients Satisfaction

INTRODUCTION: The aim of this study was to examine the relationship between services quality on public health center and patient satisfaction in Kutai Kartanegara Regency, Indonesia.METHOD: This research used pilot pathfinder survey, which was done on February 23rd-25th 2017 in Kutai Kartanegara Regency, Indonesia. Two questionnaires were used in the study. During the data collection, there were 192 patients from the health service center, it was consisted two locations representing the urban and rural area in order to describe the quality of health service towards the patients’ satisfaction. In order to investigate the correlation between the quality of health service and patient satisfaction, Pearson correlation test was conducted.RESULT: The highest score regarding of the service quality was on the dimension of the doctors and pharmacy were 99.5%. The lowest level of patients’ satisfaction on assurance and empathy dimension were 10.4%. There was a significance between the service quality of the doctors, nurses, pharmacy, and the administrators towards the patients’ satisfaction. The highest score of the coefficient correlation on the nurse dimension was 0.273, which means that the nurses were giving good services quality and it affects the people’s satisfaction.CONCLUSION: A good service quality believes would affect the people’s satisfaction which generally affects people’s decision to choose health service provider. Health service center is expected to increase their environmental condition, and the professionalism of the nurses and registration officers in terms of their awareness and performance in order to create better services.

scholarly journals Perspektif Pasien Terhadap Kualitas Pelayanan Kesehatan di Rawat Inap Puskesmas Arjasa Menggunakan Hospital Consumer Assessment of Healthcare Providers and Systems

2021 ◽  
Vol 3 (11) ◽  
pp. 838-844
Author(s):  
Nida’us Syahidah ◽  
Endang Sri Redjeki ◽  
Sendhi Tristanti Puspitasari
Keyword(s):  
Public Health ◽  
Health Services ◽  
Service Quality ◽  
Health Center ◽  
Healthcare Providers ◽  
Public Health Center ◽  
Hospital Consumer Assessment ◽  
Quality Of Health Services ◽  
Consumer Assessment

Abstract: Public Health Center (Puskesmas) as a first-level service facility should always prioritize quality in its services. Assessment of service quality from the patients’ perspectives serves as a way to obtain an overview of the quality of health services that will be utilized as a reference in improving the quality of health services. This study aimed to obtain an overview of service quality based on the inpatients’ perspectives at Arjasa Public Health Center using the Hospital Consumer Assessment of Healthcare Providers and Systems. The type of this study was a descriptive survey with a quantitative approach. The research population was all patients who were receiving inpatient services at the Arjasa Public Health Center. The sampling technique used was accidental sampling and was adjusted to the time of the study. Data analysis was performed using univariate analysis, aiming to describe the characteristics of the research variables. Based on the results of the study, the quality of health services according to the inpatients’ perceptions at Arjasa Public Health Center shows that nurse communication was in the very good category, doctor communication was in the very good category, responsive dimension was in the very good category, physical comfort dimension was in the good category, pain control dimension was in the very good category, drug communication dimension was in the good category, and information return dimension was in the good category. Overall, the quality of health services based on the inpatients’ perceptions at Arjasa Public Health Center was good.. Abstrak: Puskesmas sebagai fasilitas pelayanan tingkat pertama harus selalu menerapkan kualitas dalam pelayanannya. Penilaian kualitas pelayanan dari perspektif pasien merupakan salah satu cara untuk mendapatkan gambaran kualitas pelayanan kesehatan yang akan dijadikan acuan dalam meningkatkan kualitas pelayanan kesehatan. Penelitian ini bertujuan untuk mendapatkan gambaran kualitas pelayanan berdasarkan perspektif pasien rawat inap di Puskesmas Arjasa menggunakan Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS). Jenis penelitian yang dilakukan adalah survei deskriptif dengan pendekatan kuantitatif. Populasi penelitian ini adalah seluruh pasien yang sedang menerima pelayanan rawat inap Puskesmas Arjasa. Teknik pengambilan sampel menggunakan pengambilan sampel yang tidak disengaja, dan disesuaikan dengan waktu penelitian. Analisis data dilakukan dengan analisis univariat yang bertujuan untuk menggambarkan karakteristik variabel penelitian. Berdasarkan hasil penelitian, kualitas pelayanan kesehatan sesuai persepsi rawat inap Puskesmas Arjasa tentang komunikasi perawat sangat baik, terhadap komunikasi dokter dalam kategori sangat baik, pada dimensi responsif memiliki kriteria yang sangat baik, pada dimensi kenyamanan fisik berada dalam kategori baik, dimensi kontrol rasa sakit termasuk dalam kategori sangat baik, dimensi komunikasi obat berada dalam kategori baik, dimensi pengembalian informasi dalam kategori baik. Secara keseluruhan, kualitas pelayanan kesehatan sesuai persepsi rawat inap Puskesmas Arjasa baik.

scholarly journals The correlation between the quality of anc services and the incident of lbw In the public health center of Wates in Kulon Progo Regency

2019 ◽  
Vol 1 (1) ◽  
pp. 96-101
Author(s):  
Fitri Handayani ◽  
Herlin Fitriani K
Keyword(s):  
Public Health ◽  
Health Center ◽  
Statistical Tests ◽  
Early Period ◽  
P Value ◽  
Case Group ◽  
Public Health Center ◽  
The Public ◽  
The World

In the world of LBW occupies the first cause of infant mortality in the world in the early period of life. LBW accounts for 60% to 80% of all neonatal deaths. The global prevalence of LBW is 20 million per year or 15.5% of all babies born in the world (WHO, 2015). In Indonesia, according to The Inter-Census Population Surveys (SUPAS) 2015 IMR was 22.23 per 1,000 live births (Kemenkes RI, 2016). The Poor quality of antenatal care is one of the risk factors for LBW (Sistiarani, 2008). This study aims to determine the correlation between the quality of ANC services and the incidence of LBW in the Public Health Center of Wates Kulon Progo Regency. This study uses quantitative research with case control design and uses a retrospective approach. The populations of the study were mothers who had given birth to babies during the last two years (2016-2017). The sampling technique uses total sampling for control cases by using a ratio of 1: 1 for the case group of 40:40 samples. The study proves that the results of statistical tests show that there is a relationship between the quality of ANC services and the incidence of LBW with a p-value of 0.025 (OR=3.095, CI= 1.234-7.706).). There is a relationship between the quality of ANC services and the incidence of LBW. The inadequate or unqualified quality of ANC services increases the risk 3 times for the incident of LBW. It is expected to be able to monitor and import data on pregnant women using a mobile application.

scholarly journals Social Support Associated with Quality of Life in Home Care Patients with Intractable Neurological Disease in Japan

2012 ◽  
Vol 2012 ◽  
pp. 1-8 ◽  
Author(s):  
Tomoko Nishida ◽  
Eriko Ando ◽  
Hisataka Sakakibara
Keyword(s):  
Public Health ◽  
Quality Of Life ◽  
Home Care ◽  
Health Center ◽  
Emotional Support ◽  
Neurological Disease ◽  
Social Supports ◽  
Public Health Center ◽  
The Public

The aim of the present study was to investigate what kinds of social supports contribute to the higher quality of life (QOL) of home care patients with intractable neurological disease. We investigated the World Health Organization Quality of Life-BREF (WHOQOL-BREF) and social supports to 74 patients with intractable neurological disease in a city of the Aichi prefecture, Japan. Association between WHOQOL and social supports was examined using multiple logistic regression analyses adjusting activities of daily living (ADL). High WHOQOL scores were associated with “attending patient gatherings held by the public health center,” “having someone who will listen empathically to anxieties or troubles,” and ADL. Physical health was associated with ADL, while psychological well-being was related to “having a hobby,” “having someone who will listen,” and “having a hospital for admission in emergencies.” Patients not having someone who will listen were more likely to participate in the gatherings. The present findings suggest that having someone who will provide emotional support is important for home care patients with neurological diseases. Patient gatherings held by the public health center were expected to provide patients with emotional support.

scholarly journals Analisis Kualitas Pelayanan Rawat Inap Pada Puskesmas Winongan Kabupaten Pasuruan

2021 ◽  
Vol 9 (2) ◽  
pp. 201-212
Author(s):  
Budiono ◽  
Ahmad Robbah
Keyword(s):  
Public Health ◽  
Health Center ◽  
Public Service ◽  
Quality Of Services ◽  
Total Quality ◽  
Public Health Center ◽  
Care Services ◽  
Inpatient Services ◽  
Qualitative Descriptive

The study was compiled to see and analyze the quality of care services at Winongan Public Health Center, Pasuruan Regency, and to see the factors that affect inpatient services. This research is a qualitative descriptive study by observing data through interviews, documentation, and observation. The informants taken by the researcher were the Head of the Inpatient Division of the Winongan Public Health Center, Pasuruan Regency, Administrative Officers, Nurses and patients and / or their families. In this study, the researcher used 5 public service indicators, namely Tangible, Reliability, Responsiveness, Assurance, and Empathy. The results showed that the total quality of services at Winongan Health Center has been carried out well. This means that the quality of the services provided by the Winongan Health Center is maximized. This can be seen from the results of interviews and data that have been previously described that the Tangible, Reliability, Responsiveness, Assurance, and Empathy indicators. then the implementation of Inpatient services at Winongan Health Center is running well, but still requires improvement in several ways, namely: lack of supplies of medical equipment, linen and household tools, cleanliness of rooms and bathrooms, implementation of actions according to Standard Operating Procedures (SOP) and motto that has been set.

scholarly journals Performance assessment of public health center in pare-pare, South Sulawesi

2019 ◽  
Vol 6 (4) ◽  
pp. 1369
Author(s):  
Ajeng Dyah Pythaloka ◽  
Darmawansyah . ◽  
Muhammad Asdar
Keyword(s):  
Public Health ◽  
Customer Satisfaction ◽  
Health Services ◽  
Health Center ◽  
Health Centers ◽  
Performance Category ◽  
Average Performance ◽  
Public Health Center ◽  
The Public

Background: Customer (patient) satisfaction in health services is very important to note because it can describe the quality of services in the health service. This study aims to determine the level of performance assesment of public health centers relating to the quality of public health centers service, management of public health centers and health services based on patient satisfaction in the public health center in Parepare, South Sulawesi.Methods: The research method is quantitative with survey research to determine the level of reseach results on public health centers about patient satisfaction.Results: The results of the study indicate that performance assessment is in the form of the quality of service possessed by the public health center obtained an average performance value of 8.8 with a good performance category. Management of the public health center obtained an average performance value of 8.9 with a good performance category. Health services obtained an average performance value of 90.7% with sufficient performance categories. Customer satisfaction obtained an average value of 71.1% in the good category.Conclusions: Service quality of public health center has a good performance, health center management has good performance, health services have sufficient performance, customer satisfaction has a good category. So that the average performance of the public health center has results comparable to the results of customer satisfaction, which is a good category.

Relationship between Implementation of Public Health Center Management, Work Commitment and Quality of Medical Services in Public Health Centres, Karangasem, Bali

2016 ◽  
pp. 43 ◽  
Author(s):  
Artini Artini ◽  
I.W. Suarjana ◽  
I.P. Ganda Wijaya
Keyword(s):  
Public Health ◽  
Health Center ◽  
Health Centre ◽  
Health Concern ◽  
Medical Services ◽  
Cross Sectional ◽  
Public Health Center ◽  
The Public ◽  
Health Centres

Background and purpose: Quality of health services in the public health center in Karangasem remain a public health concern. Preliminary findings indicated there was a problem regarding implementation of health center management and working commitment of staff. This study aimed to determine the association between quality of medical services, the implementation of health centre management and working commitment of staff.Methods: Study was cross-sectional among 61 doctors and nurses at 12 public health centres who were selected purposively. Data were collected from February to March 2015 using questionnaires. Data analysis using logistic regression to examine the relationship between the quality of medical services with the implementation of health center management and working commitment of staff.Results: Findings indicated that the quality of medical services, the implementation of health centre management and working commitment of staff were relatively low. The quality of medical services provided was found associated with working commitment of staff (AOR=11.3; 95%C: 1.75-73.06) and not associated with implementation of health center management (AOR=0.9; 95%CI: 0.18-5.24).Conclusion: The quality of medical services provided was found associated with working commitment of staff and not associated with implementation of health center management.

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