Health Service Quality Management at dr. Siswanto Air Force Hospital, Colomadu, Karanganyar, Central Java

Dwi Marwanto, Bhisma Murti, Didik Gunawan Tamtomo


Background: Patient satisfaction is an important indicator of health care success. Patients assess the quality of service received based on their satisfaction with the services provided. The purpose of this study was to describe the quality management of health services at dr. Siswanto Air Force Hospital (RSAU) Colomadu, Karanganyar.

Subject and Method: This study is a qualita­tive study with a descriptive approach. The study was conducted from March to May 2021. The data for this study were taken from two sources, namely internal hospitals as health service providers and the community as users of health services. Informants in this study were the director of the dr. Siswanto Air Force Hospital, staff of dr. Siswanto Air Force Hos­pital, and 7 patients who used health services at dr. Siswanto Air Force Hospital. Data was collected by means of in-depth inter­views, observations, documents and focused group discussions. The data analysis techniques carried out were data reduction, data display and conclusion and also verification.

Results: The quality of health services from the side of health service users (patients) showed that dr. Siswanto Air Force Hospital has good quality health services based on the following aspects: (1) reliability: patient regis­tration services, admi­nistrative management, provision of treatment rooms that are fast and easily accessible to patients, (2) assurance: health personnel have a polite, friendly, and res­pectful attitude towards patients, (3) tangible: the hospital room is comfortable, the staff is neat and clean, and medical equipment is complete, clean, and ready to use, (4) empathy: the officer gives special attention to patients and patient complaints, and there is no diffe­rence in atti­tude and treatment in general patient care and insurance, and (5) responsi­veness: there is good communication from hospital staff to patients and quick action if the patient needs immediate help.

Conclusion: The quality of health service management at dr. Siswanto air force hospital fulfills the criteriaof reliability, assurance, tangible, empathy and responsiveness.

Keywords: Management of health services, quality of health services

Correspondence: Dwi Marwanto. Masters Program in Public Health, Universitas Sebelas Maret. Jl. Ir. Sutami 36A, Surakarta 57126, Central Java. Email: Mobile: 082138064130.

Journal of Health Policy and Management (2021), 06(03): 182-189

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