Analisis Pengalaman Pasien di Puskesmas Medan Sunggal Kecamatan Medan Sunggal Tahun 2025

Abstract

First level health services such as community health centers play an important role in efforts to equalize health services. Patient experience is an important indicator in assessing the quality of services provided. This study aims to analyze the patient experience at the Medan Sunggal Community Health Center, Medan Sunggal District, both in terms of waiting time, health worker service, interpersonal communication, availability of medicines, and cleanliness of facilities. This research uses a qualitative method with a descriptive approach. Data was collected through in-depth interviews with 12 informants consisting of patients and health workers. The research results show that waiting times for services at community health centers are still relatively long and the lack of information on estimated waiting times causes inconvenience. The friendliness of the staff, especially nurses and administration, was considered less than optimal, even though the doctor's communication with the patient was good. The availability of medicines is not yet fully adequate, causing some patients to have to buy medicines outside. Meanwhile, the cleanliness of the service rooms and public facilities was considered quite good, but the waiting room felt cramped and hot. In conclusion, the patient experience at the Medan Sunggal Community Health Center still requires some improvement, especially in the aspects of waiting time, friendly attitude of staff, and availability of medicines. Improving service quality is expected to increase patient comfort and satisfaction in accessing health services at community health centers.