The Influence of Quality Health Services on Puskesmas Utilities for Outpatients in the Working Area of the Bandar Baru Health Center in Sibolangit District in 2017
Introduction
The quality of health services at the Puskesmas is a crucial factor that affects the satisfaction and decision of patients to continue using services. It encompasses not only medical technical aspects and direct interaction between patients and medical personnel but also overall health service systems. Quality services can increase patient satisfaction, encouraging them to access health services in a sustainable manner at the Puskesmas. This study aims to analyze the effect of the quality of health services on the level of use of puskesmas for outpatients in the working area of the Bandar Baru Puskesmas, Sibolangit District.
Background
The quality of health services is a critical aspect of healthcare delivery. It encompasses various factors, including professionalism, reputation, attitude, accessibility, reliability, service recovery, and service environment. These factors contribute to patient satisfaction and decision-making regarding healthcare services. The quality of health services at the Puskesmas is essential for ensuring that patients receive high-quality care, which in turn affects their satisfaction and decision to continue using services.
Methodology
This study employed a mixed-methods approach with a concurrent embedded design, combining quantitative research (70%) and qualitative research (30%). The population consisted of 12,550 residents in the working area of the Bandar Baru Health Center, and the research sample was taken from 95 respondents using the Lemeshow formula. Data was collected through a questionnaire and analyzed using multiple linear regression methods.
Results
The results of the analysis show that service quality has a significant influence on the utility of the Puskesmas for outpatients, with a contribution of 76.2%. Meanwhile, 23.8% is influenced by other variables. This finding highlights that factors such as professionalism, reputation, reliability, and service have a positive contribution to the level of use of puskesmas. However, attitudes, accessibility, and service restoration do not show a significant effect on the utility of the Puskesmas.
Discussion
The results of this study suggest that improving the quality of health services at the Puskesmas is essential for increasing patient satisfaction and decision-making regarding healthcare services. Factors such as professionalism, reputation, reliability, and service have a positive contribution to the level of use of puskesmas. However, attitudes, accessibility, and service restoration do not show a significant effect on the utility of the Puskesmas.
Conclusion
Improving the quality of health services in the Puskesmas is expected to focus not only on technical aspects but also build good relationships between health workers and patients. This is important so that patients feel cared for and valued, which will contribute to a higher level of satisfaction and sustainable use of health services. Thus, the Puskesmas can function optimally as a reliable and effective health service provider for the community.
Recommendations
Based on the results of this study, it is recommended to the Deli Serdang District Health Office to improve the quality of health services at the Bandar Baru Puskesmas through training that focuses on improving service quality. In addition, the Head of the Bandar Baru Puskesmas is also advised to improve the discipline and work commitment of all health workers by providing incentives in the form of appreciation or sanctions in accordance with performance.
Limitations
This study has several limitations. Firstly, the sample size was relatively small, which may limit the generalizability of the findings. Secondly, the study only focused on the working area of the Bandar Baru Health Center, which may not be representative of other areas. Finally, the study only analyzed the effect of service quality on the utility of the Puskesmas, which may not capture other factors that influence patient satisfaction and decision-making.
Future Research Directions
Future research should aim to explore other factors that influence patient satisfaction and decision-making regarding healthcare services. Additionally, studies should focus on developing and implementing effective strategies to improve the quality of health services at the Puskesmas. This may involve training health workers, improving service quality, and building good relationships between health workers and patients.
Conclusion
In conclusion, this study highlights the importance of improving the quality of health services at the Puskesmas to increase patient satisfaction and decision-making regarding healthcare services. The findings suggest that factors such as professionalism, reputation, reliability, and service have a positive contribution to the level of use of puskesmas. However, attitudes, accessibility, and service restoration do not show a significant effect on the utility of the Puskesmas. Future research should aim to explore other factors that influence patient satisfaction and decision-making regarding healthcare services.Frequently Asked Questions (FAQs) about the Influence of Quality Health Services on Puskesmas Utilities for Outpatients
Q: What is the purpose of this study?
A: The purpose of this study is to analyze the effect of the quality of health services on the level of use of puskesmas for outpatients in the working area of the Bandar Baru Puskesmas, Sibolangit District.
Q: What are the factors that affect the quality of health services at the Puskesmas?
A: The factors that affect the quality of health services at the Puskesmas include professionalism, reputation, attitude, accessibility, reliability, service recovery, and service environment.
Q: What is the significance of this study?
A: This study highlights the importance of improving the quality of health services at the Puskesmas to increase patient satisfaction and decision-making regarding healthcare services.
Q: What are the limitations of this study?
A: This study has several limitations, including a relatively small sample size, a focus on the working area of the Bandar Baru Health Center, and an analysis of the effect of service quality on the utility of the Puskesmas.
Q: What are the recommendations of this study?
A: The recommendations of this study include improving the quality of health services at the Bandar Baru Puskesmas through training that focuses on improving service quality and improving the discipline and work commitment of all health workers.
Q: What are the implications of this study for healthcare providers?
A: The implications of this study for healthcare providers are that they should focus on improving the quality of health services at the Puskesmas, including professionalism, reputation, reliability, and service, to increase patient satisfaction and decision-making regarding healthcare services.
Q: What are the implications of this study for policymakers?
A: The implications of this study for policymakers are that they should develop and implement effective strategies to improve the quality of health services at the Puskesmas, including training health workers and improving service quality.
Q: What are the future research directions of this study?
A: The future research directions of this study include exploring other factors that influence patient satisfaction and decision-making regarding healthcare services and developing and implementing effective strategies to improve the quality of health services at the Puskesmas.
Q: What are the benefits of improving the quality of health services at the Puskesmas?
A: The benefits of improving the quality of health services at the Puskesmas include increasing patient satisfaction, improving decision-making regarding healthcare services, and increasing the level of use of puskesmas.
Q: What are the challenges of improving the quality of health services at the Puskesmas?
A: The challenges of improving the quality of health services at the Puskesmas include limited resources, lack of training for health workers, and inadequate infrastructure.
Q: How can healthcare providers improve the quality of health services at the Puskesmas?
A: Healthcare providers can improve the quality of health services at the Puskesmas by providing training for health workers, improving service quality, and building good relationships between health workers and patients.
Q: How can policymakers support the improvement of the quality of health services at the Puskesmas?
A: Policymakers can support the improvement of the quality of health services at the Puskesmas by developing and implementing effective strategies to improve service quality, providing resources for training health workers, and improving infrastructure.