Ethical Responsiveness in Public Service (A Study of Government Hospitals in South Sulawesi, Indonesia)

Abstract

Medical service conditions in government hospitals in South Sulawesi show a lack of meaningful change in
alertness and responsiveness from hospital staff in servicing their patients. This study found that the volume
of patient complaints was quite high, despite improvements in service procedures involving improvements
in service standards and changes in counter-based service mechanisms.
This case study focuses on in-depth analysis of the ethical responsiveness of service providers at patient
registration desks and medical action counters. Data was collected via accidental sampling on both inpatient
and outpatient services from the months of May to Augusts of 2016. Interactive data analysis was performed
throughout data collection to conclusion.
Results showed that overall service in the Wahidin Sudirohusodo Makassar Regional Hospital was poor
with inconsistent implementation of ethical responsiveness in comparison to the Regional Hospital of the
Regency of Barru. Impressions of the registration process, where initial interactions between patients and
counter clerks first occurred, were overwhelmingly negative. This was the case in both the Makassar hospital
and the Barru hospital, with feedback generally more positive at the Barru location. Geographical factors
and the volume of patients serviced by medical and non-medical staff were the primary determining factors
underlying ethical responsiveness in service quality.