Benchmarking the quality of antenatal care services in public health services in Timor-Leste and the Setabelan Community Health Center, Surakarta City, Indonesia, based on the Juran Trilogy

Abstract

The achievement of the fourth antenatal visit (K4) in public health services in Timor-Leste remains low. One factor that may contribute to achieving the fourth visit target is quality management. Therefore, this research aims to provide recommendations for improving the quality of antenatal care services using the Juran Trilogy. A descriptive and cross-sectional observational approach was employed. There were 17 respondents in this study, consisting of 15 midwives and 2 Maternal and Child Health coordinators. Based on the data obtained, the implementation of quality planning, quality control and quality improvement was positive. However, there is a lack of implementation of customer knowledge and customer expectation surveys, which prevents the identification and fulfillment of customer needs. Furthermore, in quality control, there are deficiencies in the implementation of customers as service assessors, making it difficult to measure satisfaction. In terms quality improvement, there is no quality improvement team, which limits the optimal implementation of service enhancements. It is therefore recommended that public health services in Timor-Leste conduct customer knowledge, expectation, and satisfaction surveys, and establish a quality improvement team to increase the achievement of the fourth antenatal visit (K4) rate.