EVALUATION OF PERFORMANCE MEASUREMENT OF HEALTH SERVICES: A CASE STUDY IN EAST KALIMANTAN∗

Abstract

Puskesmas (health centres) must provide comfort and safety to patients by empowering various health professions. This study aims to analyze the service performance strategy of the puskesmas. This research used the qualitative-quantitative descriptive method. This study involved 240 visitors from 24 health centres spread across Samarinda, Balikpapan, and Kutai Kartanegara, East Kalimantan, Indonesia. Data was obtained by providing questionnaires and documentation. This study used five leading indicators: reliability, responsiveness, assurance, empathy, and implementation of activities. The data were analyzed using Cartesian diagrams and a T-test to determine the relationship between services and patients' expectations at the health centre. The results showed that the service performance strategy of the puskesmas has been running well and following the patient's expectations. The study results are expected to provide an overview of services and patient expectations for related parties to improve health centre services. Good service will have an impact on the smoothness of treatment and patient health.