Patient Satisfaction At The Technical Implementation Unit Of Watusongu Community Health Center, Ulubongka District Tojo Una-Una Regency Mohamad Ali Salewan, Lindanur Sipatu, Rosida P. Adam, Wisra Matalatta
Universitas Tadulako
Abstract
This study aims to analyze the level of patient satisfaction at the Watussangu Health Center, Ulubongka District, Tojo Una-Una Regency. The approach used is qualitative with a case study design and a constructivist paradigm to explore the patient experience in depth. The subjects of the study include patients who come for treatment to the Watusongu Health Center as key informants. Data were collected through observation, in-depth interviews, and document studies, with researchers as the main instruments. Data analysis is carried out through the stages of data collection, condensation, data presentation, and conclusion drawing and verification. The validity of the data was tested using source and time triangulation. The results of the study show that medical and non-medical personnel generally provide friendly, polite, and professional services. Patients feel appreciated and comfortable while receiving services, and assess the communication of health workers to be quite clear and fair. However, several complaints were found related to the length of waiting time, the limitation of health workers, and the availability of drugs and medical equipment. Administrative procedures are also considered less efficient. Nevertheless, the counseling and health information provided are considered effective and easy to understand. Overall, the quality of service at the Watusongu Health Center is classified as good in terms of hospitality, fairness, and communication, but it needs to be improved in the efficiency of services, facilities, and administrative systems.
Keywords: Health Service Quality, Patient Satisfaction.
Topic: Human Resource Management and Employment Economics
