HEALTH SERVICE MODEL AT IBNU SINA HOSPITAL MAKASSAR

Abstract

This research examines the health service model of one of the Makassar City hospitals which is often in the public spotlight for services that are considered less responsive, accountable and bureaucratic. This research is descriptive and uses a qualitative approach. This research aims to evaluate the quality of health services at Ibnu Sina Hospital Makassar, identify factors that influence service quality, and evaluate the application of the Total Quality Management (TQM) Model as an effort to improve the quality of these services. . The research results show that the quality of health services at Ibnu Sina Hospital Makassar is not optimal. Dimensions of service quality, such as the presence of competent and adequate human resources, as well as adequate facilities, are still obstacles in providing maximum service to patients. Dominant factors influencing service quality include budget problems and lack of collaboration between health teams as well as with external parties and other health institutions. The implementation of the TQM Model at Ibnu Sina Hospital Makassar is also not optimal because the leadership of the hospital management is less effective in compiling and setting clear work standards. This causes Standard Operating Procedures (SOP) to not be implemented properly by all medical personnel, hampering efforts to improve the quality of health services.