KUALITAS PELAYANAN KESEHATAN DI UPTD PUSKESMAS SUKATANI KOTA DEPOK,JAWA BARAT BERDASARKAN ANALISIS TERRA

Abstract

This study aims to determine the quality of service at the UPTD Puskesmas Sukatani, Depok City in terms of TERRA analysis (Tangible, Empathy, Reliability, Responsiveness, Assurance). This research uses a qualitative descriptive approach. Based on field research, it can be concluded that of the 5 indicators of service quality, namely: Tangible, Reliability, Responsiveness, Assurance, and Empathy studied by UPTD Puskesmas Sukatani Kota Depok have been running well. This can be seen from the informants' answers to the sub-indicators of the five dimensions stating that they are good and in accordance with the Operational standards that apply at UPTD Puskesmas Sukatani. However, there are several sub-indicators that still need to be corrected including sub-dimensions of facilities and infrastructure such as the availability of parking lots, the sub-dimension of responding to patient complaints in online media and in the dimension of accuracy in examining files because officers with medical record graduates are only one officer (still lacking employees), considering the large number of surrounding communities who seek treatment at the Sukatani Puskesmas. In the three sub-dimensions still need to be improved so that the services provided to the community can be more comfortable with the treatment and can also be in accordance with the vision and mission of the Puskesmas organization.