Kualitas Pelayanan Kesehatan di Puskesmas Kecamatan Pagar Merbau Kabupaten Deli Serdang

Abstract

meningkatkan kualitas hidup masyarakat. Penelitian ini bertujuan untuk mendeskripsikan kualitas pelayanan kesehatan di Puskesmas Pagar Merbau, Kabupaten Deli Serdang, dengan menggunakan pendekatan kualitatif deskriptif. Fokus penelitian diarahkan pada lima dimensi kualitas pelayanan menurut model SERVQUAL, yaitu tangible (bukti fisik), reliability (keandalan), responsiveness (daya tanggap), assurance (jaminan), dan empathy (kepedulian). Teknik pengumpulan data dilakukan melalui wawancara mendalam, observasi, dan dokumentasi terhadap petugas puskesmas serta masyarakat pengguna layanan. Hasil penelitian menunjukkan bahwa secara umum kualitas pelayanan sudah cukup baik, terutama dalam aspek kebersihan fasilitas, ketepatan pelayanan, serta sikap ramah petugas. Namun, masih terdapat beberapa hambatan yang memengaruhi efektivitas pelayanan, antara lain kurangnya pemahaman pasien terhadap prosedur, penyampaian informasi yang belum optimal, serta keterbatasan tenaga kesehatan. Faktor-faktor tersebut berdampak pada beberapa dimensi pelayanan, terutama responsiveness dan assurance. Penelitian ini merekomendasikan edukasi pasien, penguatan informasi, dan peningkatan SDM untuk optimalkan pelayanan. Health services are a form of public service that plays an important role in improving the quality of life of the community. This study aims to describe the quality of health services at the Pagar Merbau Health Center, Deli Serdang Regency, using a descriptive qualitative approach. The focus of the research is directed at the five dimensions of service quality according to the SERVQUAL model, namely tangible (physical evidence), reliability (reliability), responsiveness (responsiveness), assurance (guarantee), and empathy (concern). The data collection technique was carried out through in-depth interviews, observations, and documentation of health center officers and the community using the service. The results of the study show that in general the quality of service is quite good, especially in the aspects of facility cleanliness, service accuracy, and friendly attitude of officers. However, there are still several obstacles that affect the effectiveness of services, including lack of patient understanding of procedures, suboptimal information delivery, and limited health personnel. These factors have an impact on several dimensions of service, especially responsiveness and assurance. This study recommends patient education, information strengthening, and human resource improvement to optimize services.