Service experience by the bugis ethnic on health services provided in public hospitals in south sulawesi

Background: Quality of health services is an important issue, access to quality services are considered insufficient, as an element that is very necessary to improve health. Assessing quality of health services means reviewing customer satisfaction. Customer satisfaction is one indicator of a quality service, to assess this, measurement feedback need from patients as customers. Objective: This study aimed to assess customer’s satisfaction when attending public hospitals and to elicit their experiences according to themes that macth the phylosophies of the ethnic Bugis. Methods: In depth interviews had been conducted on 50 patients and relatives at 3 public hospitals commonly visited by the ethnic Bugis in South Sulawesi. Results: Several emerged themes that matched with the Bugis philosophies are service experiences such as sipakatau (mutual respect), marenreng perru’ (loyal), mamase’ (emphaty), and macca’ (smart creative). Concerns on the quality and timely provision of healthcare services were raised. There were complaints on the attitude of health professionals. Similarly, many had experienced long waiting hours and were not happy with the facilities at the hospitals. Conclusion: Patient's expectations regarding the provision of healthcare services at the Government Hospital in South Sulawesi are well suited with the Bugis philosophy.