KUALITAS KINERJA TENAGA MEDIS DI RUMAH SAKIT SITTI MARYAM KOTA MANADO

Abstract

Based on the result observation at the Sitti Maryam Hospital Manado city still has some problems such as
concerning the quality performance of medical personnel as service providers to the community. Assessment of the
performance of qualified medical personnel by providing good service views of the reliability, responsiveness,
assurance, emphaty, and tangibles. For the purpose of this study is to know the performance quality of medical
personnel at the Sitti Maryam Hospital Manado city. The research use descriptive qualitative research. Informant
research as much as 8 (eight) informant that is, one leadership of hospital, two doctors, one person nurse, one person
staff employees hospital, and three patients. Data collection techniques use are observation techniques, interview
techniques, and documentation techniques, as well as data analysis techniques that are use are data reduction, data
presentation, and conclusion drawing. Based on result of research through observations, data collection and
interview process that the researcher did, then research on the quality performance of medical personnel in the Sitti
Maryam Hospital not good enough, in view of the indicators of reliability, responsiveness, assurance, empathy and
tangibles. For reliability is still not good, because the services provided are not time there are still some medical
personnel who performed the task has not been maximum. And also the lack of surgeons that resulted in patients
having to wait for health services. For the responsiveness is still not good, because the parient complains against the
provision of service that are not on time is not good responded. For the assurance is good, because welfare the
patient treated at Sitti Maryam Hospital is guaranteed. For emphaty is not good because there are still some nurses
and employees Sitti Maryam Hospital is less good to speak to the patient. And for the tangibles is not good, because
for general facilities such as chairs in each ward is still lacking in meeting the needs of patiens.
Keyword: Quality, Performance Of Medical Personnel