<![CDATA[Introduction: Oputa Yi Koo Heart and Vascular Hospital is a newly established specialty hospital that faces challenges in maintaining service quality and patient utilization. Total Quality Management (TQM) provides a framework for evaluating service quality through patient-centered processes and a sustained organizational commitment to quality. This study aimed to describe service quality from the perspectives of patient-focused activities and quality commitment at Oputa Yi Koo Heart and Vascular Hospital, Southeast Sulawesi, Indonesia. Method: This qualitative research, using a case study design, employed purposive sampling techniques with 10 informants. Data collection was conducted through in-depth interviews, with analysis using the NVivo application to identify patterns and relationships between themes. Result: Dimensions demonstrating good implementation include a responsive multi-channel service system, top management commitment with a clear vision, advanced medical technology as a differentiation factor, and a structured training program. However, challenges remain in the service standardization aspect due to limited cooperation with the Social Security Administration, suboptimal coordination between units, a quality culture dependent on top management, and budget constraints that affect the equitable distribution of Human Resource Development programs. Conclusion: Patient focused service processes and organizational commitment to quality have been established, but further strengthening of standardization, inter unit coordination, middle management leadership, and quality governance is needed to support sustainable patient-centered service improvement.]]>
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