Model Pelayanan Kesehatan Berbasis Pelanggan (Studi Evaluasi di Bagian Unit Rawat Inap Rumah Sakit Umum Daerah Sidoarjo Jawa Timur)

Abstract: The demands of implementing high quality services have also been felt by regional general
hospitals as a health service institution owned by the local govermment. The health service are strongly
demanded to meet the public need and expectation as the customer. The problem research includes, Has’ the
quality provided such as the health service already been suited well with the costumers need and expectation
as well. What factors hinder and support in enhacing the quality of yhe health service. The research is
qualitative using an interactive data analysis model (Miles and Huberman,1984). The results of research,
RSUD Sidoarjo has managed to provide sufficiently qualified health services but it has not provided the
services which is based or oriented to customer (customer-oriented). Some supporting factors comprise,
sufficiently qualified human resources, sufficient budget, facilities supporting services. Some hindering
factors consist of, internal obstacles, less skilful human resources, the discomfort due to on-going building
construction. The external hinders which comprise the awareness adn the understanding level of patient
will have a significant influence on her or his perspective in evaluating or judging the health service which
hospital offers.
Keywords: quality of care, public services, health services