Development of Health Human Resources to Improve the Quality of Services to the Public
DOI:
https://doi.org/10.51601/ijhp.v6i3.733Abstract
Human Resources (HR) to improve service quality at RELOF Clinic Bekasi require systematic and continuous efforts to enhance competence and career progression. This study was conducted with the aim of analyzing the characteristics of HR, mapping the competencies of management and operational staff, evaluating the recruitment and career development system, and assessing the quality of service provided to the community at RELOF Clinic in Bekasi City. This study is an analytical descriptive research using a quantitative and qualitative mixed method approach. The research population consists of RELOF Clinic patients who visited between April and June 2026. The research sample consisted of 107 patients, representing the population, selected using the Slovin formula. The sampling technique used was random sampling. The research instrument was a questionnaire, which was tested for validity and reliability using 30 trial samples. Qualitative data were collected through in-depth interviews, observation, document studies, and Focus Group Discussions (FGD). Quantitative data analysis was done univariately. Qualitative data were analyzed using content analysis. The results showed that the human resources at RELOF Clinic are dominated by female workers at 92% (23 people), with education ranging from Health Vocational High School graduates to medical professionals. In terms of service quality, RELOF Clinic has strong advantages in the dimensions of Assurance, Reliability, Responsiveness, and Empathy. However, a fundamental weakness was found in the Physical Evidence (Tangibles) dimension due to limited disability-friendly facilities, gaps in nurses' educational qualifications, and recruitment and career development systems that are not yet supported by standardized Key Performance Indicators (KPI) documents. The conclusion of this study is that although the clinical competence and legal compliance of medical personnel have ensured patient safety, the overall optimization of service quality is still hindered by limited physical infrastructure and conventional HR management.
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