HARAPAN PASIEN TERHADAP MUTU PELAYANAN KESEHATAN DI PUSKESMAS DEPOK I SLEMAN YOGYAKARTA

Background: Depok 1 Health Center Sleman Yogyakarta, the number of patient visits seeking treatment at the Depok 1 Health Center in the last 3 (three) years, namely 2018 total patient visits amounted to 41,150 patients, while in 2019 the total visits increased to 46,658 patients, but in 2020 experienced a decrease in the number of visits, namely 31,641 patients. This is one of the consequences of the quality of health services provided not as expected by patients. So the patient feels dissatisfied. Based on the results of observations showed that the quality of health services which include waiting room facilities that are still not comfortable for patients, inadequate health care workers and researchers also see that there are not so many patients who come for treatment at the Depok 1 Health Center, Sleman Yogyakarta. Factors of patient satisfaction with health care facilities will affect the number of visits.

Objective: To find out the patient's expectations for the quality of health services, the dimensions of empathy and the dimensions of direct evidence at the Depok 1 Health Center, Sleman, Yogyakarta.

Methods: This is a qualitative descriptive study about the patient's expectations for the quality of health services at the Depok 1 Health Center, Sleman Yogyakarta. The research subjects were patients who came to visit the Depok 1 Health Center, Sleman Yogyakarta. The data used are interviews, observations and documentation.

Conclusion: patients' expectations of the quality of health services are seen from the dimensions of empathy at the Depok I Health Center, Sleman Yogyakarta, namely patients expect doctors/nurses to be friendly and communicative in providing health services. Patients also hope that health workers provide maximum service in dealing with patients. And patient expectations for the quality of health services are seen from the dimensions of direct evidence, namely patients expect that the physical facilities at the Puskesmas are considered and maintained properly so as to make patients feel comfortable in the Puskesmas.