UNIVERSITAS AIRLANGGA



Detail Article

Jurnal Administrasi Kesehatan Indonesia

ISSN 23033592

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

Order : 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 :

Cohen L.,(1995) Quality Function Deployment: How to Make QFD Work for You, foreword by Dion Clausing Massachusetts : Addyson Wesley Publishing Company

Departemen Kesehatan RI,(2004) Keputusan Menteri Kesehatan Republik Indonesia Nomor. 128/Menkes/SK/II/2004 tentang Kebijakan Dasar Kesehatan Masyarakat Jakarta : Departemen Kesehatan RI

Hidayat A.,(2007) Strategi Six Sigma: Peta Pengembangan Kualitas dan Kinerja Bisnis. Jakarta : PT Elexmedia Komputindo

Supriyanto, S. & Ernawaty,(2009) Pemasaran Industri Jasa Kesehatan Sidoarjo : Masmedia Buana Pustaka

Supriyanto, S. & Wulandari, R.D.,(2011) Manajemen Mutu Pelayanan Kesehatan. Surabaya: Pohon Cahaya Surabaya : Pohon Cahaya





Archive Article

Cover Media Content

Volume : 1 / No. : 1 / Pub. : 2013-01
  1. Championship Program Evaluation As Continous Quality Improvement (cqi)
  2. Health Financing Impact On Ability To Pay And Catastrophic Payment
  3. Quality Analysis Based On Perception And Expectation Of Patients In Medokan Ayu Community Health Center Surabaya
  4. Equity In Healthcare Delivery
  5. Consumer Behavior Analysis In Inpatient Obstetrics Gynecology Surabaya Islamic Hospital
  6. Utilization Improvement Of Antenatal Care Based On Voice Of The Customer
  7. Performance Improvement Of Hospital Through Cross Functional Teamworks Practices Optimalization
  8. Vertical Equity Analysis On Healthcare Utilization
  9. Switching Barriers Strategy In Improving Patients Loyalty Of Inpatient Muhammadiyah Surabaya Hospital
  10. Drugs Stockout And Stagnant Determinants And Loss In Logistic Unit Of Haji General Hospital Surabaya

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