PATIENT SATISFACTION QUALITY DESIGN BASED ON MINAHASA CULTURE: STUDY PHENOMENOLOGY

Abstract

Background: Minahasan culture has an important role in improving health services, with cultural values If All Children Tumou Too, which is very relevant in improving the quality of hospital services. This design aims to integrate local Minahasan wisdom into the hospital service system to increase patient satisfaction. Objective: To find out an overview of the quality of patient satisfaction based on Minahasan culture at RSUD Dr. Sam Ratulangi Tondano. Method: The research design used was qualitative phenomenological. The source of informants was 10 people. Primary data was obtained through in-depth interviews using interview guides conducted with informants. Data analysis in this research uses content analysis. Results: 5 themes emerged, namely: Responsiveness appropriate ie Lingaan-lingaan, Empathy (puddles), Tangible, (Maesa-esa'an and Mangenang-pangan), Reliability (Stones button) And Assurances that is Mapalus. In providing health services, Minahasan culture continues to be preserved in context ma-saali (service). Conclusion: Aspects of Minahasan culture applied at RSUD Dr. Sam Ratulangi Tondano namely Lingaan-lingaan, Maleo-leosan, Maesa-esa’an,Remembering-puddles, Matombo-tombolan And Mapalus. For the hospital to provide hospital services with Minahasa cultural dimensions, namely puddles, cooking, stone-tomblan,  lingaan-lingaan And maleo-leosan