Quality of Public Services (A Study of Outpatient Services at the Tinondo Community Health Center, Tinondo District, East Kolaka Regency)
DOI:
https://doi.org/10.69616/perkasa.v3i2.279Keywords:
Health Centers, Health Service, Quality of Public Services, Outpatient ServicesAbstract
This study aims to analyze the quality of public services in the outpatient department of the Tinondo Community Health Center (Puskesmas), located in Tinondo District, East Kolaka Regency, Southeast Sulawesi. The study employed a qualitative descriptive approach, with informants including health center staff and members of the public who use the services. Both primary and secondary data were analyzed descriptively. The findings indicate that the quality of outpatient services is not yet optimal, particularly regarding the dimensions of tangibles, reliability, responsiveness, and empathy. In terms of tangibles, the waiting area facilities require improvement, specifically through the addition of seating. Regarding reliability, the consistency of service timeliness is compromised by practices influenced by personal or familial relationships. In terms of responsiveness, public complaints persist due to ineffective communication between staff and service users. Meanwhile, the empathy dimension is suboptimal, as staff show insufficient attention and responsiveness to the public's need for information and concerns. Conversely, the assurance dimension—specifically concerning the security and reliability of services—is considered reasonably good, supported by the provision of necessary information to the public. These findings highlight the need for facility upgrades, consistent adherence to procedures, strengthened communication, and enhanced staff responsiveness and empathy. This study serves as an evaluative resource for the health center’s management to improve the quality of outpatient services, ensuring they are equitable, responsive, and oriented toward the needs of the community.
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