Quality of Service at Public Health Center in West Pasaman District in 2023

Abstract

Background: The quality of health services is essential and is a concern at all levels of health services globally. The Public Health Center (PHC) was accredited, but poor service quality performance still needed to be improved. The research aims to analyze and explore the quality of health services. This research was descriptive qualitative. Methods: This research uses a phenomenological design study. Qualitative research was conducted with in-depth interviews, observation, and document review. This research was carried out from March to July 2023. There were eight informants: the Head and staff of the PHC and staff from the West Pasaman Health Office. Results: There needs to be more human resources, infrastructure, health equipment, and budget support, less optimal monitoring and evaluation, and no officer satisfaction survey has been conducted. Conclusion: PHC needs additional human resources (pharmacists and dentists), building improvements, complete health infrastructure, and equipment, as well as monitoring and evaluation, are required. The PHC needs to improve the quality of health services through the Plan-Do-Check-Action and Plan-Do-Study-Action cycles to achieve continuous quality improvement. Keywords: Public Health Centers, Service Quality, Quality Improvement