Analisis Mutu Pelayanan KIA di Puskesmas Rawat Inap Kota Medan Tahun 2005

Abstract

The application of Service Guarantee must be able to ensure the provision of a high level of patient's satisfaction and work satisfaction of the staff in the

mother and child health service section of the Communrty Health Centers. The in- patient Community Health Centers in Medan are not yet successful in giving a

satisfactory service in terms of mother and child health. Therefore, a study is needed to identifl the factors related to the attempts to improve the mother and child health service in the Community Health Centers. This analytical and explorative survey study employs the cross sectional method with the samples comprising ll0 patients and 53 staffin the mother and child health service section of the Community Health Centers. The result of statistics test reveals that there is a significant relationship (p < 0.05) between the characteristics of patients and staff and the level of satisfaction. The satisfaction felt by the patients also has a significant relationship to the dimension of the quality of reliability, responsiveness, assurance and empathy. Yet, the quality of responsiveness is the most dominant influencing variable on patient's satisfaction. The conclusion is that there is a relationship between the analysis of the quality of service on patient's satisfaction and the performance of the staff in the mother and child health service sectio-p of the Community Health Centers. lt is suggested that the in-patient Community Health Centers in Medan develop their quality of services by improving the level of patient's satisfaction and performance of their staffin their mother and child health service sections,