LEVEL OF KNOWLEDGE AND IMPLEMENTATION OF EXCELLENT SERVICE FOR HEALTH WORKERS IN KENDAL REGENCY HEALTH FACILITIES

Lucky Restyanti Wahyu Utami, Rose Malinda Andamari Wahyu Utami

Abstract


Patients are customers who use the services of medical staff and health workers in health facilities. The excellent service provided by officers at health facilities is an effort to provide good service to patients. Excellent service provided to patients can influence a positive image of staff and health facilities. The better the quality of service provided to patients, the more basic health needs of patients can be met, the level of patient trust will be higher and the level of patient satisfaction with staff and health facilities will be higher. This is the background for researchers to study further in research which aims to determine the level of knowledge and application of excellent service carried out by health workers in Kendal Regency when serving patients. The research method used in this research is descriptive qualitative by providing closed questionnaires electronically using google form to research respondents who have met the inclusion criteria. Based on the research results obtained, it is known that the research respondents were 62.5% women and 37.5% men. Based on the level of knowledge of excellent service, it is known that 94% know and 6% do not know. Meanwhile, based on the application of excellent service, it is known that 46% apply the elements of speed, accuracy, friendliness and comfort, 36% apply the elements of ability, attitude, appearance, attention, action, responsibility and sympathy and 18% apply the elements of ability, attitude, appearance, attention, action and responsibility. So it can be concluded that 94% of research respondents know about excellent service and 46% of research respondents apply excellent service based on the elements of speed, accuracy, friendliness and comfort when serving patients in health facilities. With the knowledge and application of good excellent service, it is hoped that patients' basic health needs can be met well, the level of patient trust is high and the level of patient satisfaction is high.

Keywords


excellent service; health workers; health facilities

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References


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DOI: https://doi.org/10.33666/jitk.v16i2.669

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 Published by : Widya Husada Semarang University | ISSN : 2086-8510 (Print) | ISSN : 2655-5875 (Online)
  

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