Professional Documents
Culture Documents
ISSN No:-2456-2165
Abstract:- This type of qualitative research through a their needs. The bond benefits the hospital financially and
phenomenological approach, while the results showed also the patient with his recovery (Laksono, 2008).
that private hospital services to the community need to
beimproved both in terms of service quality and quantity Providing the best quality service is not something that
aspects, various characteristics of the community with is easy for hospital managers because the services provided
different levels of knowledge and understanding require by hospitals concern the quality of life of their patients so that
the hospital to be responsive to understanding the if there is an error in medical action it can have a negative
characteristics of the community so that impact on the patient. This impact can be in the form of
miscommunication can be minimised, besides that the worsening patient pain, disability and even death (Jacobalis,
hospital must respond quickly if there are families of S. 1995: 68).
patients who need information related to their family
care. In Law No. 25/2009 on Public Services, it is explained
that the public has the right to receive quality services in
Keywords:- Patient, Attention, Service, Community, accordance with the principles and objectives of service
Treatment. (Article 18). According to the Decree of the Minister of
Administrative Reform of 2003, public services are all
I. INTRODUCTION service activities carried out by public service providers as an
effort to fulfil the needs of service recipients and to
Nowadays, health problems have become a basic need implement the provisions of laws and regulations. In the
for society. Everyone wants health because health is Makassar City Regional Regulation No. 7/2009 Article 1
considered very valuable and expensive. For that, in order to Paragraph 5, it is stated that health services are all activities
support health for everyone, there must be efforts made, one provided to a person in the context of observation, diagnosis,
of which is the government providing health facilities for the treatment or other health services at the Regional General
community. One of these facilities is a hospital. (Griselda and Hospital, Community Health Centre (Puskesmas) and its
Tagor, 2007) Hospitals are one of the health facilities to network.
provide health services to the community and have a very
important role in accelerating the improvement of public In order to improve the degree of public health, many
health status. This requires health service providers, namely things need to be considered. One of them that is considered
hospitals, to improve the quality of better services, not only to have a fairly important role is the provision of health
services that are healing diseases but also include services services. In order for the provision of health services to
that are preventive. Therefore, hospitals are required to achieve the desired goals, the services must fulfil various
provide quality services in accordance with established requirements including being available and sustainable,
standards and can reach all levels of society (Utama, 2003). acceptable and reasonable, easy to reach, easy to reach and
Quality health services according to Azwar (1996), are health quality (Azwar, 1996 in Ridha, 2008). Seeing what is
services that can satisfy every service user according to the happening today that the behaviour of medical practitioners
average level of satisfaction of the population and its sometimes does not consider the processes and completeness
implementation in accordance with the code of ethics and of service equipment and the interactions that occur in each
service standards that have been set. procedure that are mutually beneficial. In general, consumers
as users of health services such as patients, do not realise that
Hospitals as part of the national health system are they have the right to get quality service in every procedure.
required to improve the quality of provision of facilities, This means that a patient has the right to question services to
services and independence. Thus the hospital is one of the employees / nurses that are felt to be unclear, even
competitive health service actors that must be managed by burdensome to the consumer himself (Sri Rahayu, 2011: 7).
actors who have an entrepreneurial spirit capable of creating
efficiency, excellence in quality and service, excellence in A. Problem Formulation
innovation and excellence in responding to patient needs 1. How do hospital services affect community satisfaction in
(Jacobalis, S. 1995: 77) Service quality and patient Makassar city?
satisfaction have a very close relationship. Quality hospital 2. How do people perceive hospital services in Makassar
services will provide satisfaction to patients and be the city?
beginning of building strong relationships for a long period 3. What is the concept of hospital services so that patients can
of time (loyalty). In the long term, such a bond allows the be attracted by the people of Makassar city?
hospital to thoroughly understand patient expectations and
These tasks and functions are related to the class and A clinic (or outpatient clinic or ambulatory care clinic)
type of hospital which in Indonesia consists of general is a health care facility devoted to the treatment of outpatients.
hospitals and special hospitals, class a, b, c, d. in the form of Clinics can be privately or publicly operated, managed and
an agency and as a regional technical implementation unit. funded, and usually cover the primary health care needs of
changes in hospital class can occur in connection with the the population in the local community, in contrast to larger
decline in hospital performance determined by the Indonesian hospitals that offer specialised care and cater to inpatients.
health minister through the decision of the director general of
medical yan. D. Hospital Ethics Committee
Service is one of the spearheads of customer satisfaction Type of qualitative research through a
efforts and is a must that must be optimised by both phenomenological approach
individuals and organisations, because the form of service
provided reflects the quality of the individual or organisation IV. DISCUSSION
that provides the service. The Big Indonesian Dictionary
explains service as a matter, way or result of serving work. A. Hospital services to community satisfaction in Makassar
Meanwhile, serving is to treat (people) with food or drink; city
provide people's needs; say yes; accept; use. Service is an In principle, hospital services for patients have standard
activity or sequence of activities that occurs in direct procedures, where the conditions of patients who seek
interaction between a person and another person or machine treatment have different conditions between one patient and
physically, and provides customer satisfaction (S.Lukman another, where in the Makassar city community whose
and Moenir) in Batinggi and Badu Ahmad (2013: 4). Services population has different characters and cultures, as well as the
can basically be defined as the activities of a person, group level of knowledge and compliance possessed by the patient's
and or organisation either directly or indirectly to meet needs. family, many even though the visiting hours of the patient's
family have closed but many also insist on staying in for
Monir (2003: 16), says that service is the process of various reasons, this condition can interfere with the patient's
fulfilling needs through the activities of others directly. rest hours.
Warella (1997: 18), service is an act (deed), a performance As the rules of the hospital continue to act
(performance) or an effort (effort). While a more detailed professionally trying to provide the best service to patients
definition is given by Gronroos as quoted below: "service is and families of patients, along with the times the problems of
an activity or a series of activities that are invisible (not society are increasingly complex so that many people are
palpable) that occur as a result of interactions between easily stressed and emotional, this condition needs to be
consumers and employees or other things provided by the understood by the hospital, so that they can provide guidance
service provider company which are intended to solve to components ranging from doctors, administrative officers,
consumer / customer problems" (Gronroos 1990: 7) in service officers, security and others in order to understand the
Ratminto and Atik Septi Winarsih (2013: 2). hearts and feelings of the community, in order to provide
professional, thoughtful services to patients and families of
Meanwhile, the term public comes from the English patients. Patient satisfaction is an indicator of the quality of
public which means public, society, state. The word public service we provide and patient satisfaction is an asset to get
has actually been accepted into the Indonesian language Baku more patients and to get loyal patients (Nursalam, 2014). So
to become public which means general, crowd, crowded. Inu that when the services provided to patients in the hospital
and friends in Dwiyanto (2014: 68) define public as a number meet expectations and even exceed patient expectations, it