Service culture assessment focusing on the use value of medical records and health information in hajj general hospital Makassar city Indonesia

Abstract

Health workers as one of the main components in providing health services to the community have a very important role because they are directly related to the quality of service. The purpose of this study was to determine the results of a service culture assessment that focuses on the use value of Medical Records and Health Information. The method used in this study was quantitative analysis, this study used a cross-sectional approach, from January to March 2022, with the inclusion criteria being Professional Caring Providers, a sample of 132 respondents consisting of 42 doctors and 90 nurses. The results of the study show that 84.54% of the caregivers have successfully implemented a culture of service. In the discussion, the new Professional Caring Provider implements a service culture that focuses on the use value of patient medical records, namely the lowest value is 15 and is not optimal. The non-optimal patient-focused service culture may be due to the fact that professional care givers have not received training, patients have waited a long time for service delivery, professional collaboration has not existed and the need to improve communication. Skills. A patientfocused service culture can work well if Caregiving Professionals are able to build trust from their patients with effective communication, empathy, and caring. Suggestion, it is necessary to increase socialization related to the implementation of instilling value for medical records to all parties involved in the patient information service process.