Quality of polyclinic services at public health centers in Padang city, Indonesia

Abstract

Background: One of the efforts in health development is the improvement of service quality at Public Health Center. The two main factors affecting service quality are expected service and perceived service. The objective of this study was to analyze factors associated to the quality of polyclinic services at public health centers in Padang, Indonesia.Methods: A cross sectional study was conducted in three selected polyclinics at public health centers in Padang, Indonesia, during September to October 2017. One hundred eight participants who has visited public health centers were selected. Data was collected by using questionnaire.Results: 86.1% respondents stated the quality of health services was good. The dimension of tangible (p=0.0001), reliability (p=0.0001), responsiveness (p=0.002), assurance (p=0.027), and empathy (p=0.0001) were associated with the quality of polyclinic service in the Public Health Centers at Padang. Empathy dimension (Exp B=6.182) was the most influencing factor of service quality in polyclinic.Conclusions: Overall the quality of polyclinic service was good, but it suggests that officers should increase attention and communication to patients as it were the most influencing factors of patient satisfaction.

Tinjauan Kepuasan Pasien Terhadap Pelayanan Petugas Pendaftaran Rawat Jalan Di Rumah Sakit Bhakti Kartini Tahun 2021

“…Sedangkan menurut hasil penelitian yang dilakukan oleh Rosi Damayanti dan Nanda Aula Rumana bahwa kepuasan pasien terhadap daya tanggap petugas pendaftaran sebesar 82,59%, kehandalan petugas pendaftaran sebesar 79,23%, empati petugas pendaftaran sebesar 78,62% (8). Adapun menurut hasil penelitian yang dilakukan oleh Puteri Fannya, Delmi Sulastri, dan Rosfita Rasyid bahwa kepuasan pasien terhadap daya tanggap petugas pendaftaran sebesar 77,8%, kehandalan petugas pendaftaran sebesar 72,2%, empati petugas pendaftaran sebesar 85,2%, (9). Berdasarkan dari hasil penelitian tersebut diketahui bahwa kepuasan pasien masih dibawah standar pelayanan minimal rumah sakit yang telah ditetapkan oleh Kepmenkes 129 tahun 2008 yaitu minimal sebesar 90% (10).…”