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All Journal J-KESMAS: Jurnal Kesehatan Masyarakat
Haqiqi, Fatimah Khodimatudinni
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Health Professions Public Health

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Analisis Mutu Pelayanan Keseshatan Rawat Inap Di Rumah Sakit Muhammadiyah Bandung Haqiqi, Fatimah Khodimatudinni; Purwanda, Eka
J-KESMAS: Jurnal Kesehatan Masyarakat Vol 9, No 1 (2023): J-KESMAS Volume 9 Nomor 1, Mei 2023
Publisher : Lembaga Penelitian dan Pengabdian Masyarakat Universitas Al Asyariah Mandar

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35329/jkesmas.v9i1.3871

Abstract

A hospital is a place to provide short-term and long-term medical services which include diagnostic, therapeutic, observation and rehabilitation activities for all people who are sick or injured and for those who give birth and outpatient services for those who need them according to their illness. The purpose of this study was to determine and analyze the quality of inpatient health services at Muhammadiyah Bandung Hospital. According to Parasuraman, Zeithaml, and Berry through their research identified 5 main dimensions, namely reliability, responsiveness, guarantee, empathy, and tangible. This study uses a type of qualitative research with case studies. Service reliability at the hospital is that there are still doctors who are not on time because there are doctors' practice schedules at other hospitals, responsiveness at the hospital is that there is still a lack of 5S implementation, especially for greetings, assurance (Assurance) at the hospital that is, officers still do not fully comply with applicable regulations, empathy (empathy) in the hospital is treating patients according to their needs and responding to complaints openly, namely accepting criticism and suggestions, physical evidence (tangibles) is the existing infrastructure in the hospital, the completeness is still around 70% in terms of hospital type.
Co-Authors Eka Purwanda, Eka