THE UTILIZATION OF ENGKU HAJI DAUD REGIONAL HOSPITAL RIAU ISLANDS BY THE COMMUNITY IN THE WORKING AREA IN BINTAN DISTRICT
Background: The utilization of hospital health facilities can be measured from the use of beds for inpatient services, the number of outpatient visits and emergency room visits. Engku Haji Daud Regional Hospital Riau Islands has been providing services since 2007 and is the first government hospital in Bintan Regency with 3 sub-districts as its working areas. Based on the background description, it is known that the utilization of health services at the Engku Haji Daud Regional Hospital Riau Islands is still low, indicated by the average bed occupancy rate from 2013 to June 2019 which is only 26.29 percent.
Materials and Methods: This research is a qualitative research with phenomenology design. Data collection was conducted through in-depth interviews with 12 people who have or have not used the services at Engku Haji Daud Hospital.and additional informants were 7 people.
Result: The results showed that the utilization of Engku Haji Daud Regional Hospital Riau Islands which was still low with an average BOR from 2016 to 2018 was only 23.3% related to the lack of public knowledge about services in hospitals, traditional medical facilities that still exist, health policies regarding physiotherapy services that are not covered by the BPJS if the hospital does not have medical rehabilitation specialists, the availability of doctors is still lacking, the availability of supporting facilities is still lacking, the attitude of the officers is not friendly, the long waiting time in the emergency room and pharmacy, and the perception of the community who need the hospital if there is an emergency or referred by the FKTP.
Conclusion: Clear information about the availability of services and facilities, taking advantage of opportunities in work areas located in tourist and industrial areas, making satellite dispensaries for inpatients and emergency departments and creating creativity and innovation in serving patients can help hospitals to increase utilization by the community.
Keywords: utilization, hospital, Bed Occupancy Ratio, qualitative research