Indonesia Conference Directory

Background: Quality in a service is assessed thoroughly on the actions given and related to excellence in the service so as to cause a perception of customers towards the results of these services. Quality in service depends on individual perceptions and it also depends on stakeholders, namely the government, doctors, medical staff, or hospital managers. From the preliminary study conducted at RSUD Bangil, problems were found, namely the number of visits to executive polyclinic for 7 months was still low. From the data obtained the number of visits is still below the number of 10 patients each month from March to September 2018. This encourages researchers to conduct case studies to explore the reasons. Method: The method used in this study is qualitative with a case study approach. The case study in this study is a detailed study of the services of the Executive Polyclinic in Bangil District Hospital, Pasuruan Regency, during the period prepared by the researcher. This case study analyzes from various perspectives. This means that researchers not only pay attention to the voice and perspective of the management ranks of Bangil District Hospital, Pasuruan Regency, but also the relevant parties. Results and Conclusion: From the results of the study, it was found that the reasons for the establishment of executive polyclinic there are for the benefit of patients, specialist doctors, and to increase income for hospital outside BPJS patients. The aim of establishing executive poly is for the benefit of patients, specialist doctors, and to increase income outside BPJS patients. Besides that, there are some challenges that can hamper the progress of the executive polyclinic. The challenges are in the form of political interests, regulation, the interests of doctors, and readiness of hospitals.