PENINGKATAN KUALITAS LAYANAN HOME CARE MELALUI PELATIHAN TENAGA KESEHATAN

Abstract

This Community Service Program (PKM) aimed to improve the quality of home care services and the competencies of healthcare workers through SERVQUAL-based training at Hospital X in Palembang City. The activity was conducted on April 14, 2026, involving 50 healthcare workers consisting of nurses, midwives, and other healthcare personnel. The implementation methods included lectures, interactive discussions, and the use of educational media such as posters and leaflets. The training materials covered the SERVQUAL concept, therapeutic communication, professionalism, home care visit management, and patient and family education. Evaluation was carried out using pre-tests and post-tests to measure participants’ knowledge improvement. The results showed a significant increase in participants’ understanding of the SERVQUAL concept, with the average pre-test score of 62.5 increasing to 85.7 in the post-test, or an increase of 23.2 points. This improvement indicates that the training was effective in enhancing healthcare workers’ competencies in providing professional, responsive, and patient-oriented home care services. This program is expected to become a strategic effort in supporting the continuous improvement of home care service quality in hospitals.