Quality of Health Services of Non-Accredited Health Centers on Patient Satisfaction

Abstract

Introduction: Health Centre a health service facility that organizes public health efforts and first-level individual health efforts, by prioritizing promotive and preventive efforts in its working area. Health Center as a first-level health facility is required to always improve service quality and patient safety, improve health center performance, protect health human resources, the community and the environment. The purpose of this study was to explore or describe the quality of health services on patient satisfaction at the Tiakur Health Center, Southwest Maluku Regency. Methods: This research is a type of qualitative research with a descriptive phenomenological approach. Key informants in this study were patients who had undergone treatment at the Tiakur Health Center from January to December 2022 and supporting informants were the head of the health services facility field, the head of the Tiakur Health Center, the head of Tiakur administration and the head of the Tiakur Health Center working group. The technique of determining informants using purposive sampling method. The instruments used were in-depth interview guidelines and focus group discussions. Results: The results showed that the dimensions of service quality, namely effective, efficient, patient-focused and safe, have not been fulfilled properly while the dimensions of accessible and fair have been fulfilled properly. The Tiakur Health Center needs to make improvements to health services so that service quality and patient satisfaction can be realized properly. Conclusion: This qualitative study of patient satisfaction with non-accredited Health Center as health services can be used as evaluation material to be able to improve and improve the health services of Tiakur Health Center to the community.

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