Analysis Of Satisfaction And Performance Levels At Community Health Center X, Jayapura City
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Abstract
The implementation of accreditation in a community health center can have a positive impact with the existence of legal security related to the quality of services provided by the community health center. Therefore, it is important to measure several indicators for assessing the implementation of accreditation such as measuring satisfaction and performance in the community health center. The purpose of this study was to analyze the level of satisfaction and performance of the community health center at Community Health Center X, Jayapura City. This type of research is descriptive quantitative conducted in August 2024 with the research location at Community Health Center X in Jayapura City. The research subjects were patients visiting Community Health Center X. The sampling technique used accident sampling with a sample size of 72 respondents. Data analysis was descriptive and presented in the form of a frequency distribution. The results of the study found that the highest level of satisfaction of respondents was in the Satisfied category with an average value of 37.6 (52.2%), while the performance of health services at the Community Health Center was in the Good category. Based on the results of the study, it shows good quality services at Community Health Center X based on indicators of the level of satisfaction of service users and performance. To determine the extent of the contribution of accreditation to service quality, further research is needed.
Kata kunci: Akreditasi, Kepuasan, Kinerja, Puskesmas.
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References
Adil, A., Syamsun, M., & Najib, M. (2016). The Effect of Service Quality and Cost on Patient Satisfaction and Loyalty at Bogor City Regional Hospital. Journal of Management Applications, 14(3), 432–441. https://doi.org/10.18202/jam23026332.14.3.04
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Devkaran, S., & O'Farrell, P. N. (2015). The impact of hospital accreditation on quality measures: An interrupted time series analysis of Quality, performance, safety and outcomes. BMC Health Services Research, 15(1). https://doi.org/10.1186/s12913-015-0784-5
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Gupta KS, RV (2016). Importance of Quality in Health Care Sector: A Review. 2016;18(1):1–11. Journal of Health Management., 18(1). https://doi.org/DOI:10.1177/0972063415625527
Hafied, H. (2011). The influence of dimensions of health service quality on the satisfaction of inpatient civil servant health insurance patients at Anutapura Hospital, Palu. In Management Application Journal (Vol. 9, Issue 4, pp. 1509–1516).
Huriati, H., Shalahuddin, S., Hidayah, N., Suaib, S., & Arfah, A. (2022). Quality of service for patient safety in hospitals. Economic Forum, 24(1), 186–194. https://doi.org/http://dx.doi.org/10.29264/jfor.v24i1.10572
Kapoor, B. P. (2011). Why quality in healthcare? Medical Journal Indian Armed Forces, 67(3), 206–208. https://doi.org/10.1016/S0377-1237(11)60040-3
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Novita, M. (2024). Basic Occupational Health and Safety Lecture Notes.
Rahmiati, R., & Temesveri, NA (2020). The Relationship Between Service Quality Dimensions and Patient Revisit Intention at the Outpatient Installation of Tangerang Regency General Hospital in 2019. Health Journal, 13(1), 13–21. https://doi.org/10.23917/jk.v13i1.11097
Tampanguma, IK, Kalangi, JAF, & Walangitan, O. (2022). The Effect of Service Quality on Customer Satisfaction at Miangas Bahu Ice House, Manado City. Productivity, 3(1), 7–12.
Tawalujan, TW, Korompis, GEC, Maramis, FRR, Kesehatan, F., Universitas, M., & Ratulangi, S. (2019). The Relationship Between Community Health Center Accreditation Status and Patient Satisfaction Levels in Manado City. Kesmas, 7(5).
Ticoalu, ER, Maramis, FRR, Korompis, GEC, Kesehatan, F., Universitas, M., & Ratulangi, S. (2020). The Relationship Between Employee Performance and Job Achievement with Accreditation Status at Wawonasa Community Health Center and Bailang Community Health Center, Manado City. Kesmas, 9(5), 36–41.
Wulandari, RD, Ridho, IA, Supriyanto, S., Qomarrudin, MB, Damayanti, NA, Laksono, AD, & Rassa, ANF (2019). The Influence of Primary Health Care Accreditation on Patient Satisfaction. Indonesian Public Health Media, 15(3), 228–236. https://doi.org/10.30597/mkmi.v15i3.6195
Yusuf Sukman, J. (2017). The Effect of Accreditation Policy Implementation on the Performance of the West City Community Health Center in the COVID-19 Pandemic Situation. The Effect of Accreditation Policy Implementation on the Performance of the West City Community Health Center in the COVID-19 Pandemic Situation, 4(2), 9–15.
Adil, A., Syamsun, M., & Najib, M. (2016). The Effect of Service Quality and Cost on Patient Satisfaction and Loyalty at Bogor City Regional Hospital. Journal of Management Applications, 14(3), 432–441. https://doi.org/10.18202/jam23026332.14.3.04
Agustina, D., Zahara, A., Septiani, S., & Syahri, M. (2023). The Influence of Service Quality and Patient Satisfaction Levels in Community Health Centers in Indonesia. Tambusai Health Journal, 4(2), 1553–2558. http://journal.universitaspahlawan.ac.id/index.php/jkt/article/view/14644
Devkaran, S., & O'Farrell, P. N. (2015). The impact of hospital accreditation on quality measures: An interrupted time series analysis of Quality, performance, safety and outcomes. BMC Health Services Research, 15(1). https://doi.org/10.1186/s12913-015-0784-5
Felle, SO, Medyati, N., Rantetoding, S., Makaba, S., & Irab, SP (2022). Analysis of Service Quality Hebeybhulu Health Public Center. Ijiras.Com, 9(3). https://www.ijiras.com/2022/Vol_9-Issue_3/paper_15.pdf
Gupta KS, RV (2016). Importance of Quality in Health Care Sector: A Review. 2016;18(1):1–11. Journal of Health Management., 18(1). https://doi.org/DOI:10.1177/0972063415625527
Hafied, H. (2011). The influence of dimensions of health service quality on the satisfaction of inpatient civil servant health insurance patients at Anutapura Hospital, Palu. In Management Application Journal (Vol. 9, Issue 4, pp. 1509–1516).
Huriati, H., Shalahuddin, S., Hidayah, N., Suaib, S., & Arfah, A. (2022). Quality of service for patient safety in hospitals. Economic Forum, 24(1), 186–194. https://doi.org/http://dx.doi.org/10.29264/jfor.v24i1.10572
Kapoor, B. P. (2011). Why quality in healthcare? Medical Journal Indian Armed Forces, 67(3), 206–208. https://doi.org/10.1016/S0377-1237(11)60040-3
Ministry of Health of the Republic of Indonesia. (2024). Community Health Center Dashboard. https://www.kemkes.go.id/id/dashboard-puskesmas
Mardi Wibowo, N., Utari, W., Widiastuti, Y., & . AM (2023). Quality Control of Health Services of The National Health Insurance Era in East Java - Indonesia: Barriers and Strategy. KnE Social Sciences, 2023, 709–717. https://doi.org/10.18502/kss.v8i4.12965
Mustajab, R. (2023). There will be 10,374 Community Health Centers in Indonesia in 2022. https://dataindonesia.id/kesehatan/detail/ada-10292-puskesmas-di-indonesia-pada-2022
Novita, M. (2024). Basic Occupational Health and Safety Lecture Notes.
Rahmiati, R., & Temesveri, NA (2020). The Relationship Between Service Quality Dimensions and Patient Revisit Intention at the Outpatient Installation of Tangerang Regency General Hospital in 2019. Health Journal, 13(1), 13–21. https://doi.org/10.23917/jk.v13i1.11097
Tampanguma, IK, Kalangi, JAF, & Walangitan, O. (2022). The Effect of Service Quality on Customer Satisfaction at Miangas Bahu Ice House, Manado City. Productivity, 3(1), 7–12.
Tawalujan, TW, Korompis, GEC, Maramis, FRR, Kesehatan, F., Universitas, M., & Ratulangi, S. (2019). The Relationship Between Community Health Center Accreditation Status and Patient Satisfaction Levels in Manado City. Kesmas, 7(5).
Ticoalu, ER, Maramis, FRR, Korompis, GEC, Kesehatan, F., Universitas, M., & Ratulangi, S. (2020). The Relationship Between Employee Performance and Job Achievement with Accreditation Status at Wawonasa Community Health Center and Bailang Community Health Center, Manado City. Kesmas, 9(5), 36–41.
Wulandari, RD, Ridho, IA, Supriyanto, S., Qomarrudin, MB, Damayanti, NA, Laksono, AD, & Rassa, ANF (2019). The Influence of Primary Health Care Accreditation on Patient Satisfaction. Indonesian Public Health Media, 15(3), 228–236. https://doi.org/10.30597/mkmi.v15i3.6195
Yusuf Sukman, J. (2017). The Effect of Accreditation Policy Implementation on the Performance of the West City Community Health Center in the COVID-19 Pandemic Situation. The Effect of Accreditation Policy Implementation on the Performance of the West City Community Health Center in the COVID-19 Pandemic Situation, 4(2), 9–15.