Desain Konsep Mutu Layanan Rawat Inap Puskesmas Tanjung Seloka untuk meningkatkan Kepuasan Pengguna

Abstract

Tanjung Seloka Health Center is the only community health center in Pulau Laut Selatan District, Kotabaru Regency, South Kalimantan, that provides inpatient facilities. In recent years, public interest in inpatient services at this health center has steadily increased, as evidenced by the rising number of visitors and referred patients. Data from 2022 show that there were 374 visitors, with 97 inpatients and 277 referrals. In 2023, the number of visitors increased to 428, including 90 inpatients and 388 referrals. The high number of patient referrals indicates a deficiency in the quality of services provided at the health center. This study aims to identify patients' needs related to inpatient facilities, design appropriate facility specifications, and evaluate the validity and satisfaction of the proposed design. The methods employed in this research include Service Quality (Servqual) and Importance Performance Analysis (IPA), which are then integrated with Quality Function Deployment (QFD) using the House of Quality (HoQ) Matrix to improve service design. The results show that the most important attributes for patients are room and toilet cleanliness, good air circulation, and comfortable beds. The proposed design for the inpatient facilities includes beds with specific dimensions, tables with small cabinets, privacy curtains, air conditioning units, windows, IV poles, sinks, and ergonomic sitting toilets. The testing results revealed a significant difference between the current and proposed designs, with a usability score of 71.25, reflecting a "C" grade usability level and a "Good" rating. The proposed design is deemed more suitable and meets patient needs more effectively.