Skripsi

ANALISIS PERSEPSI TENTANG KUALITAS PELAYANAN KESEHATAN PADA POLI UMUM DI PUSKESMAS DEMPO KOTA PALEMBANG

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Quality healthcare services have become a necessity for every individual. Every complaint that arises must be immediately followed up with evaluation and continuous improvement. A recapitulation of Google Maps data from 2022 to 2024, as well as a complaint survey, shows that general polyclinics are the polyclinic with the most complaints. This study analyzes perceptions of the quality of healthcare services in general polyclinics. This study used a qualitative method with a descriptive approach. Data were collected through in-depth interviews with six informants, observations, and document reviews. The data analysis used thematic analysis. Regarding patient safety, general polyclinics have provided access to handwashing and hand sanitizer, doctors use PPE such as face shields and gloves, and there are safety signs. Regarding effectiveness, doctors provide diagnoses and services according to patient complaints. Regarding patient-centeredness, patients are involved in every decision-making process, there is excellent service training, and a suggestion box is provided. Regarding timeliness, patients experience long waiting times during the queue process for services. Regarding efficiency, the use of drugs and medical devices has been adjusted to patient needs. Regarding equity, services provided have been equalized for all patients. Overall, perceptions regarding the quality of health services in general polyclinics are good, but service time still needs to be improved, so there is a need to optimize the use of the online queuing system.

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Detail Information

Series Title

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Call Number

T1866452025

Publisher

Indralaya : Prodi Kesehatan Masyarakat, Fakultas Kesehatan Masyarakat Universitas Sriwijaya., 2025

Collation

xvii, 207 hlm.; ilus.; tab.; 29 cm.

Language

Indonesia

ISBN/ISSN

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Classification

610.690 7

Content Type

Text

Media Type

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Carrier Type

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Edition

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Subject(s)

Prodi Kesehatan Masyarakat
Kualitas Pelayanan Kesehatan

Specific Detail Info

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Statement of Responsibility

MI

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