PENYUSUNAN UPAYA PENINGKATAN PELAYANAN ANTENATAL CARE BERDASARKAN VOICE OF THE CUSTOMER
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.
Penulis: Myrra Rizky Yanuaria,
Ratna Dwi Wulandari
Kode Jurnal: jpkedokterandd130170
