ANALISIS KUALITAS PELAYANAN KESEHATAN DI PUSKESMAS AMPIBABO KABUPATEN PARIGI MOUTONG PROVINSI SULAWESI TENGAH

Abstract

Healthcare services constitute an effort to maintain and improve public health, prevent and treat diseases, and restore community health. These services are delivered through healthcare facilities, with Community Health Centers (Puskesmas) serving as primary healthcare facilities that are expected to provide quality services in accordance with community needs. This study aims to analyze the quality of healthcare services at Ampibabo Community Health Center (Puskesmas Ampibabo) in Parigi Moutong Regency, Central Sulawesi, Indonesia, and to identify the supporting and inhibiting factors affecting healthcare service delivery. This study employed a qualitative method with a descriptive approach. Data were collected through observation, in-depth interviews, and documentation. The data were analyzed using the Interactive Model, which consists of data reduction, data display, and conclusion drawing. The findings indicate that the quality of healthcare services at Ampibabo Community Health Center has generally been implemented satisfactorily, although it has not yet reached an optimal level. Regarding the tangibles dimension, service facilities were considered adequate; however, the comfort of the waiting area still requires improvement. In terms of reliability and responsiveness, delays in service delivery were observed, resulting in extended waiting times for patients. Concerning the assurance dimension, shortages of healthcare personnel in several service units affected the optimization of healthcare delivery. Within the empathy dimension, some healthcare staff were found to be less courteous and friendly when providing services to patients. Supporting factors for healthcare service delivery include the availability of relatively adequate facilities and infrastructure, as well as a clearly established service flow. Meanwhile, the main inhibiting factors are the limited number of human resources and incomplete patient administrative documents. Therefore, efforts to improve healthcare service quality should focus on strengthening human resources, enhancing staff responsiveness, and improving supporting service facilities.