Kualitas Pelayanan Kesehatan di Rumah Sakit Umum Daerah Kota Manado
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Abstract
Pelayanan kesehatan di rumah sakit berperan penting dalam meningkatkan derajat kesehatan masyarakat. Kualitas layanan tidak hanya ditentukan oleh fasilitas, tetapi juga kompetensi sumber daya manusia, efektivitas prosedur, dan kepuasan pasien. Penelitian ini bertujuan menganalisis kualitas pelayanan di Instalasi Rawat Jalan (IRJ) RSUD Kota Manado serta mengidentifikasi faktor pendukung dan penghambatnya. Metode penelitian menggunakan deskriptif kualitatif dengan teknik purposive sampling. Data diperoleh melalui wawancara, observasi, dan dokumentasi, kemudian dianalisis dengan model interaktif Miles dan Huberman. Hasil penelitian menunjukkan kualitas pelayanan dipengaruhi lima dimensi: keandalan, jaminan, bukti fisik, empati, dan daya tanggap. Faktor pendukung meliputi SDM kompeten, sarana prasarana memadai, keramahan petugas, serta kepastian dan keterjangkauan tarif. Hambatan utama adalah jadwal dokter spesialis yang tidak konsisten, gangguan sistem informasi akibat jaringan internet, serta aksesibilitas rendah menuju rumah sakit. Penelitian ini memberikan kontribusi teoretis sekaligus rekomendasi praktis untuk peningkatan mutu layanan berkelanjutan
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