Abstract

Perbaikan pelayanan kesehatan masyarakat di Indonesia berjalan lamban dan tidak merata. Mutu layanan kesehatan sangat bervariasi karena distribusi tenaga kesehatan yang tidak merata. Penelitian ini bertujuan untuk mengetahui mutu layanan kesehatan ibu dan anak di daerah pedesaan dan perkotaan. Survei ini dilakukan di wilayah kerja Puskesmas Mogang yang mewakili daerah terpencil dan Puskesmas Buhit yang mewakili wilayah perkotaan di Kabupaten Samosir. Mutu layanan kesehatan dinilai dengan metode Services Quality. Hasil penelitian menunjukkan bahwa rata- rata skor harapan untuk semua dimensi mutu layanan kesehatan di Puskesmas Buhit dan Puskemas Mogang tinggi. Persepsi pelayanan ke- sehatan oleh pasien di Puskemas Buhit dan Puskesmas Mogang dimensi tangibility, reliability, emphaty, accessibility, dan affordability yang berbeda (p < 0,05). Tidak ada perbedaan persepsi masyarakat terhadap dimensi tangibility, reliability, responsiveness, assurance, dan emphaty (p > 0,05). Ada perbedaan nyata antara harapan dan kondisi mutu layanan kesehatan yang dipersepsikan oleh masyarakat pengguna puskesmas di wilayah kerja Puskesmas Buhit dan Puskesmas Mogang (p < 0,05). Harapan masyarakat pada pelayanan kesehatan puskesmas yang lebih baik antara masyarakat perkotaan dan pedesaan hampir sama. Hal ini meng- indikasikan mutu pelayanan kesehatan ibu dan anak yang diberikan oleh puskemas belum memenuhi harapan masyarakat.

The purpose of the study is to understand the quality of service of mother and child health service in both urban and rural areas in District of Samosir. This cross sectional study was conducted in two health center areas repre- senting rural (Puskesmas Mogang) and urban (Puskesmas Buhit) in District of Samosir. In measuring the quality of service, Servqual concept of Albert Parasuraman was used. Result shows that the score for all expectations are high for all of health service dimension both in Puskesmas Mogang and Puskesmas Buhit. There are differences in perception of patients with re- gard to tangibility, reliability, empathy, accessibility, and affordability (p < 0,05) between those of Puskesmas Buhit and Mogang. There is no differ- ences in perception of community at large both in Mogang and Buhit regarding tangibility, reliability, responsiveness, assurance, and empathy (p > 0,05). There are significant differences on expectation and the reality of health service quality (p < 0,05) as it perceived by the community in both Puskesmas Buhit and Puskesmas Mogang. Community’s expectations of better health services quality are profound in both urban and rural areas. It is concluded that the existing quality of service not meeting the community expectation.

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