SATISFACTION OF PATIENTS AND EMPLOYEES AT TILANGO PUSKESMAS, GORONTALO REGENCY
Abstract
Tilango Public Health Center is an inpatient health center that is located far from trans road access, so it can be a factor in the lack of patient visits. In addition, the number of employees in the inpatient unit of the Tilango Health Center is more midwives than nurses, and even doctors are only on-call (not permanent), so many people are still dissatisfied with the services of the Tilango Health Center. The purpose of the study was to determine the satisfaction of patients and employees at the Tilango Public Health Center, Gorontalo Regency. This research is included in descriptive observational research. The population is all patients and employees of the Tilango Public Health Center, totaling 43 people. The sampling technique uses total sampling so that the number of samples is the same as the total population. Data were collected using a questionnaire instrument. The data were analyzed descriptively and then narrated. The results showed that the performance of the inpatient unit at Tilango Health Center was viewed from the customer's perspective, with indicators of patient satisfaction categorized as satisfied (93.34%), while the performance of the inpatient unit at Tilango Health Center viewed from a learning perspective with employee satisfaction indicators categorized as less satisfied (26.0%). The novelty in this study is the measurement of the level of patient and employee satisfaction measured using qualitative research methods. It is recommended that the Tilango Health Center be able to improve performance and add a health service innovation process.
Keywords: Satisfaction; Patients, Employees; Public Health Center
Keywords
Full Text:
PDFReferences
Afandi. Analysis of the Balanced Scorecard Approach as a System. Hasanuddin University : Makassar; 2013.
Aprilia ES. The Effect of Compensation and Work Motivation on Performance at Bank Syariah Mandiri. Palembang UIN Raden Fatah Palembang. 2017;
Ministry of Health of the Republic of Indonesia. Law Number 36 Year 2009 concerning Health. 2009.
Balqis. Performance Analysis Based on the Balanced Scorecard in the Outpatient Unit of the Bantimurung Health Center, Maros Regency in 2009. Thesis Postgrad Progr Hasanuddin Univ. 2009;
Siagian S. Human Resource Management. 9th ed. Jakarta: Literacy Development; 2012.
Brahmasari, Ayu I, Suprayetno A. The Influence of Work Motivation, Leadership and Organizational Culture on Employee Job Satisfaction and Its Impact on Company Performance (Case Study at PT. Pei Hai International Wiratama Indonesia). J Manag Entrep. 2008;10(2):124–35.
N H. Performance Evaluation and Management in Corporate and Industrial Environments. Yogyakarta: Gajah Mada University Press; 2006.
Ciptani, K M. Balanced scorecard as a measure of future performance : An introduction. J Account Financ. 2000;2.
Noviska D. Beberapa Faktor Yang Berhubungan Dengan Kepuasan Pelayanan Anc Di Bidan Desa Kungkai Kecamatan Bangko Wilayah Kerja Puskesmas Bangko Tahun 2017. J Heal Sci Gorontalo J Heal Sci Community [Internet]. 2019 Apr 1;1(1):17–24. Available from: http://ejurnal.ung.ac.id/index.php/gojhes/article/view/2129
B M. Study of The Performance Of Health Workers at the Wotu Health Center, Wotu District, East Luwu Regency. Heal J Dude. 2009;2(2):25–33.
Hestiningsih. Performance Analysis of Inpatient Installation of Pasar Rebo Regional General Hospital, Jakarta using the Balanced Scorecard Approach. Thesis Depok, FKMUI. 2004;
Kawiana IM. Analysis of Performance Based on the Balanced Scorecard of the Outpatient Polyclinic of Surya Husadha General Hospital Denpasar. Thesis Univ Indones , Depok. 2012;
DOI: https://doi.org/10.37905/ijhsmr.v2i1.16387
Refbacks
- There are currently no refbacks.