TINGKAT KEPUASAN MASYARAKAT TERHADAP KUALITAS PELAYANAN KESEHATAN DAN FASILITAS DI RUMAH SAKIT UMUM DAERAH KOTA KENDARI

Abstrak

This study aims to determine the level of community satisfaction with the quality of healthcare services and facilities at the Kendari Regional General Hospital. The research method used in this study is qualitative with a descriptive qualitative approach. The results indicate that the quality of healthcare services and facilities at the Kendari Regional General Hospital is good, as evidenced by several aspects. From the tangibles aspect, the hospital's physical condition is satisfactory, with a well-maintained building, a strategic location, and facilities and services that meet public expectations. Regarding reliability, the hospital demonstrates good service quality, with accurate record-keeping and timely patient care, ensuring patients receive quick and satisfying medical attention. In terms of responsiveness, healthcare staff exhibit accountability by providing clear information to patients, minimizing waiting times, addressing patient concerns, and responding promptly to their needs. From the assurance perspective, the hospital staff's educational background aligns with their respective fields, ensuring professionalism, security, and courteous behavior toward patients, making them feel comfortable and well-served. Lastly, in the empathy aspect, all patients receive equal and fair treatment regardless of social status, ethnicity, or religion. Medical staff and nurses provide the necessary attention and care while understanding and addressing the specific needs of each patient. Overall, the study concludes that the quality of healthcare services and facilities at the Kendari Regional General Hospital is satisfactory and meets the expectations of the community.

Kata kunci

• Community Satisfaction
• Patients
• Services
• regional general hospital