Analysis of the Quality of Health Services in the Emergency Unit of the Toto Kabila Regional General Hospital

Abstract

This research aims To analyze the quality and factors inhibiting the quality of service in the emergency room at the Toto Kabila Regional General Hospital. This research uses descriptive research with a qualitative approach. The data consists of primary data obtained from in-depth interviews with informants as well as secondary data originating from various sources. The results of this study indicate that: a) The response of the medical team is still not optimal due to the limited number of medical personnel on duty which has the potential to slow down the response during a surge in patients; b) The competency of medical personnel still needs to be improved through continuous training programs which are currently hampered by budget constraints; c) Timeliness of service is not optimal due to long waiting times and patient queues; d) Communication between medical personnel and patient families is still limited in time and depth of information; e) The number of medical personnel is still less than optimal, resulting in excessive workload; f) Coordination of the medical team in prioritization and accuracy in treating patients is still not optimal; g) Involvement of the patient's family in medical decision making is still limited; and h) Overall, service quality needs to be improved through optimizing facilities, human resources, coordination and medical communication.