Analisis Persepsi Masyarakat tentang Mutu Pelayanan Kesehatan di Rumah Sakit Umum Daerah Kabanjahe Kabupaten Karo

Abstract

Hospital as a health service facility has changed its role from social into socio- economic. In the era of globalization, the ability to accommodate the change is really

needed to face the competition among the hospitals in winning the market of health services. From now on, the service provided must be qualified and meet the 5 (five) dimensions of quality - tangibility, reliability, responsiveness, assurance, and empathy. Nowadays, hospitals in Indonesia are still facing many problems such as management, standard of service, accreditation, and dissatisfaction of patiens on service quality and so on. The similar phenomenon also exists at Kabanjahe General Hospital which belongs to the district government of Karo. This study, carried out from early May 2006 to the mid of August 2006, was designed based on qualitative research model and intended to analyze the community perception on the quality of health service and factors influencing the in-patient service at Kabanjahe General Hospital. The data for this study were obtained through in-depth interviews with 16 selected informants, using interview guide. The finding of this study reveals that (1) the poor physical appearance of Kabanjahe General Hospital does not support the attempt to provide Qualified service in accordance with the consumers' opinion; (2) the certainty of service is still hard to get; (3) the service provided is good but discipline is still poor; ( 4) the response of service is poor because the doctors always come late or are unavailable at the hospital; (5) the empathy of officials is still poor; ( 6) the cost of service is not a problem for the patients if the service provided is in accordance with what the consumers want. To improve its quality of service, Kabanjahe General Hospital must get full support from the district government of Karo in renovating its physical appearance, the policy of clear job description, the policy of providing satisfied incentives for the doctors and functional staff, the policy of implementing work ethics and the culture of giving a good service to the patients, the policy of evaluating work performance and increasing the number of VIP wards in according with what the consumers want.