Journal of Public Health and Pharmacy ISSN: 2775-4952 Website: https://jurnal.
id/index.
php/jphp The Quality of Inpatient Health Services at Mamajang Health Center.
Makassar City Lusyana Aripa Public Health Study Program.
Faculty of Public Health.
Pancasakti University.
Makassar.
Indonesia Corresponding Author: aripa.
lusyana@gmail.
ARTICLE INFO
Received: 25 March 2021
Accepted: 14 June 2021
Volume: 1
Issue: 2
KEYWORDS
Quality of health services.
Tangible.
Reliability.
Responsiveness.
Assurance.
Empathy ABSTRACT The quality of health services in the public or individual's need for health by standards with reasonable, efficient, effective use of resources within the limited capacity of the government and the community, and is carried out safely and satisfactorily by good norms and ethics.
Based on the Health Center profile, the number of inpatients in 2017 was 51,155 people and increased in 2018 to 56,013.
To find out how the quality of inpatient services at the Mamajang Health Center in 2020.
This type of research is qualitative and uses a descriptive approach.
The method of collecting data is using indepth interviews .
n-depth interview.
The number of informants in this study was five people by purposive sampling.
The results of the study: .
Tangible, the facilities and infrastructure of the Mamajang Public Health Center inpatient room were inadequate.
Reliability, inpatient health services at the Mamajang Health Center are accurate.
Responsiveness, health workers have not been effective in responding to patient complaints but are always ready and efficient to help patients.
Assurance, trusted health workers in providing information, but the cure of the disease depends on the accuracy of the drug.
Empathy from health workers who care for patients.
It can be concluded that the quality of service at the Mamajang Health Center in Makassar City has not been maximized in providing services to inpatients.
INTRODUCTION
Service is the key to success in various business or service activities.
Service is defined as doing something for others or showing satisfaction for customers through the service they want, and customers' needs can be met.
Service in the health sector is one form of service that is most needed by the community.
One of the health service facilities with a crucial role in providing health services to the community is the Public Health Center .
Public Health Center is a form of health services and facilities that are important and affordable for all circles of society, especially for the middle and lower economic community.
The cost of examination and cheaper drugs and its easy-to-reach location are the main reasons people choose Public Health Center as a place for The Public Health Center is used as the spearhead of essential health services for the community because of the existence of the Public Health Center, which spreads to all regions in every sub-district.
The existence of the puskesmas is closer to the community than the hospital.
There are relatively few hospitals at the sub-district level.
Most of them are at the district or provincial level.
Besides that, the cost of checking and drugs is relatively cheaper, and the procedure is more accessible at the puskesmas than at the hospital .
Service quality is a measure of how well the level of service provided can meet customer expectations.
Based on this definition, service quality is determined by the company's ability to meet customer needs and desires by customer expectations.
In simple terms, the quality of service can be interpreted as a free product from In other words, the product conforms to the standard.
Quality can be defined as the level of good or bad or the level or degree of something.
In the Indonesian National Standard (SNI), quality is the overall characteristics and characteristics of a product or service whose ability to satisfy needs, both expressed and implied.
Service is the behavior of producers to meet consumer needs and desires to achieve consumer satisfaction .
Service quality is related to what is expected by service users and the ability of service provider organizations, including Public Health Center, to meet the expectations of service users.
Therefore, this study aims to determine the quality of inpatient services at the Mamajang Health Center in Makassar City.
Page | 34 Journal of Public Health and Pharmacy 1.
:34-38 METHODOLOGY In this study, the authors used descriptive qualitative research to find out or describe the reality of the events studied, making it easier for the authors to obtain objective data to know and understand the extent to which the quality of inpatient services at the Mamajang Health Center.
From October 5 to December 6, 2020, this research was carried out at the Mamajang Health Center.
Makassar City.
Determination of the subject in this study using purposive sampling technique and data collection techniques using in-depth interviews, observation, and checking the validity of the data using triangulation of sources.
RESULTS
Primary data collection in this study was conducted by the in-depth interview method.
The informants who were successfully interviewed were five people.
There are three key informants (A.
IS).
While the usual informants, there are two people (M.
DA).
The average age of the informants in the study was 25 to 35 years, and they were female.
Tangible From the results of in-depth interviews with informants about tangible, information is obtained that tangible of health workers is divided into two, namely: Facilities and infrastructure Based on the results of indepth interviews related to facilities and infrastructure, information was obtained that the facilities and infrastructure at the Mamajang Health Center related to medical equipment were complete such as oxygen, beds, blood pressure devices.
As for other informants who stated that the room conditions at the puskesmas were not adequate, this could be seen from the small number of chairs, cramped rooms, and damaged floor conditions.
Environment Based on the results of in-depth interviews related to the environment at the Mamajang Health Center, information was obtained about the lack of cleanliness, especially in the toilet room.
In addition to not maintaining cleanliness, other information mentions a narrow parking area.
Reliability From the results of in-depth interviews with informants about the reliability of health workers, information was obtained that the reliability of health workers was divided into two: Patient Admission Service Based on the results of in-depth interviews about patient admission services, information was obtained that the patient reception service at the puskesmas was good, not complicated, felt satisfied because it was served However, besides satisfactory patient admission services, the informant also stated problems related to non-transparent hospitalization costs.
Inspection Service Based on the results of in-depth interviews related to examination services, information was obtained that examination services at the Mamajang Health Center were sometimes fast and sometimes slow depending on the number of patients treated so that treatment at the Mamajang Health Center was considered less effective.
Responsiveness From the results of in-depth interviews with informants about the responsiveness of health workers, information was obtained that there was rapid action by health workers.
However, there are still other answers from informants, namely reactions according to complaints, sometimes fast and sometimes slow.
Assurance From the results of in-depth interviews with informants about health worker insurance, information was obtained that health worker insurance is divided into two: Patient perception of health worker knowledge Based on the results of in-depth interviews related to the patient's perception of health workers' knowledge, information was obtained that the delivery of information from officers was quite clear, understandable.
Apart from the officers' knowledge being quite good, some officers still use medical language excessively so that patients do not understand.
Officer attitude Based on the results of in-depth interviews related to the attitude of Page | 35 The Quality of Inpatient Health Services at Mamajang Health Center.
Makassar City health workers, information was obtained that the attitude of the officers at the Mamajang Health Center was Empathy From the results of in-depth interviews with informants about the empathy of health workers, information was obtained that officers always pay attention to their patients.
DISCUSSION