Primary Healthcare Service Quality Improvement Model Based on Patient Perceptions at Manipi Community Health Center

Abstract

The quality of primary healthcare services is a key indicator in improving patient satisfaction and loyalty toward first-level healthcare facilities. Patients' perceptions can serve as the basis for developing sustainable service quality improvement strategies. This study aimed to analyze patient perceptions regarding the quality of primary healthcare services and to formulate a service quality improvement model at Manipi Community Health Center, West Sinjai District. A descriptive design with quantitative and qualitative approaches was employed. Data were collected through closed-ended Likert-scale questionnaires, field observations, and semi-structured interviews involving 31 respondents selected via accidental sampling. Data were analyzed descriptively using frequency distributions, percentages, and thematic narratives. The findings revealed that most respondents perceived service quality as good to very good. The most positively rated aspects included staff friendliness, clarity of service information, affordability, patient privacy and confidentiality, and service accessibility. However, service waiting time, limited waiting-room facilities, and accessibility for disabled patients still require improvement. Based on these findings, a service quality improvement model was developed, consisting of strengthening service communication, improving service efficiency, developing supporting facilities, strengthening privacy and patient safety, and enhancing healthcare human resources. Patient perceptions can serve as a basis for sustainable primary healthcare quality improvement at Manipi Community Health Center.