Abstract:
Community Health Center (Puskesmas) as one of the health facilities that provide health services to the community has a very strategic role in accelerating the improvement of public health. Therefore health centers are required to provide a satisfactory service quality for patients in accordance with established standards and can reach all strata of society. Health Center is a health care institution that organizes the complete individual health care that provides inpatient, outpatient and emergency department. As public organizations, health centers are expected to provide quality health services to the community. For making guarantee about the implementation of quality health services, each health center should carry out standard operating procedures that have been defined.
This research is a qualitative descriptive study. In this research, the reality in the field is described by several phenomenas that are related to research on the grounds that the data and information collected formed the basis for the interview. Based on results that SOP public service in Simpang Tiga health centers Pekanbaru already implemented, although it can not be denied that there are still some things are still a barrier for service implementers and users of services, such as limited facilities, lack of performance of the services of and other things that make the process of service does not match the expectations of service users.
