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Jurnal Administrasi Kesehatan Indonesia

ISSN 23033592

Vol. 1 / No. 1 / Published : 2013-01

TOC : 6, and page :66 - 74

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Original Article :

Utilization improvement of antenatal care based on voice of the customer

Author :

  1. Myrra Rizky Yanuaria*1
  2. Ratna Dwi Wulandari*2
  1. Puskesmas Pacarkeling, Surabaya, Jawa Timur
  2. Fakultas Kesehatan Masyarakat, Universitas Airlangga Surabaya

Abstract :

The number of antenatal care fourth visit in 2009 to 2011 were still did not reach the target which setted by District Health Office. This reasearch aimed to arrange a recomendation for utilization improvement in antenatal care services based on voice of the customer. This was a cross sectional study using a qualitative descriptive approach. There 62 pregnant women in Pacarkeling calculated by simple random sampling participating in this study. This research showed that most of respondents who visit the antenatal care service in Pacarkeling Community Health Center were over 35 years and senior high school educated. Most of respondents had more than four children. By focusing on voice of the customer there were 24 recomendations for utilization improvement. These 24 recomendations were related into what customer expect from midwives as providers, especially relating to competency, assurance, responsiveness, empathy, communication, caring, physical environment, comfort and safety of antenatal care services. //

Keyword :

antenatal care services, fourth visit, public health center, Voice of the Customer (VOC),


References :

  1. Cohen L., (1995). Quality Function Deployment: How to Make QFD Work for You, foreword by Dion Clausing. Massachusetts : Addyson Wesley Publishing Company
  2. Departemen Kesehatan RI, (2004). Keputusan Menteri Kesehatan Republik Indonesia Nomor. 128/Menkes/SK/II/2004 tentang Kebijakan Dasar Kesehatan Masyarakat. Jakarta : Departemen Kesehatan RI
  3. Hidayat A., (2007). Strategi Six Sigma: Peta Pengembangan Kualitas dan Kinerja Bisnis.. Jakarta : PT Elexmedia Komputindo
  4. Supriyanto, S. & Ernawaty, (2009). Pemasaran Industri Jasa Kesehatan. Sidoarjo : Masmedia Buana Pustaka
  5. Supriyanto, S. & Wulandari, R.D., (2011). Manajemen Mutu Pelayanan Kesehatan. Surabaya: Pohon Cahaya. Surabaya : Pohon Cahaya


   


Archive Article

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Volume : 1 / No. : 1 / Pub. : 2013-01
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