Kualitas Pelayanan di RSUD Dr. Pringadi dalam Konteks Implementasi Peraturan Daerah Nomor 4 Tahun 2012 tentang Sistem Kesehatan Kota Medan

Abstract

This study aims to analyze the quality of health services at RSUD Dr. Pirngadi Medan and to examine the effectiveness of the implementation of Medan City Regulation Number 4 of 2012 concerning the Medan City Health System in improving health service quality. The theoretical framework used in this study is the public service quality theory based on the SERVQUAL model proposed by Zeithaml, Parasuraman, and Berry, which consists of five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. This research employs a qualitative approach with a descriptive method. Data were collected through interviews, observations, and documentation involving health workers, hospital management, and patients as research informants. Data analysis was conducted through data reduction, data presentation, and conclusion drawing. The results of the study indicate that the quality of services at RSUD Dr. Pirngadi Medan has not yet been fully optimal. In the tangibles dimension, limitations in facilities and supporting infrastructure were still found. The reliability and responsiveness dimensions revealed problems related to long waiting times and slow staff responses. The assurance and empathy dimensions also showed obstacles in terms of communication and personal attention to patients. Although the implementation of Medan City Regulation Number 4 of 2012 has been carried out normatively, its practical implementation still encounters obstacles related to management, human resources, and the availability of facilities and infrastructure. The conclusion of this study is that the quality of health services at RSUD Dr. Pirngadi still needs to be improved through strengthening hospital management, enhancing the competence of health personnel, and increasing supervision of the implementation of regional health system policies.