Kualitas Pelayanan Publik di Bidang Kesehatan

Studi pada Pelayanan Kesehatan Pasien di Puskesmas Parung Panjang Kabupaten Bogor Tahun 2024

Abstract

This study was conducted because several problems related to the quality of healthcare services at Parung Panjang Community Health Center (Puskesmas) were still found based on the five SERVQUAL dimensions. The tangible dimension showed limited waiting space for pregnant women and suboptimal medical waste management. The reliability dimension indicated that internal service monitoring was not optimal. The responsiveness dimension revealed long waiting times and shortages of several medicines. The assurance dimension showed that service training had not been provided to staff, while the empathy dimension reflected good service. This study used a qualitative descriptive approach. Data were collected through a literature review, observation, semi-structured interviews, and documentation. Informants included the Head of the Healthcare Services Division of the Bogor Regency Health Office, the Head of the Community Health Center, medical staff, and non-medical staff. Data validity was tested through source and technique triangulation, while data were analyzed using the Miles and Huberman model. The findings indicate that healthcare service quality is generally good, particularly in the empathy dimension. However, improvements are still needed in facilities and infrastructure, internal monitoring, service quality, medicine availability, and service training for both medical and non-medical staff.