CORRELATION BETWEEN IMPLEMENTATION OF INFECTION PREVENTION AND CONTROL TO INCREASE SERVICE QUALITY AT DENTAL AND ORAL HOSPITAL UNIVERSITAS SUMATRA UTARA

Abstract

Healthcare-associated infections significantly affect patient safety and service quality. The implementation of infection prevention and control (IPC) programs has not always been optimal, and its relationship with service quality needs further evaluation. This study aimed to analyze the implementation of the IPC program at the Dental and Oral Hospital, Universitas Sumatera Utara, based on the five SERVQUAL dimensions: tangibles, reliability, responsiveness, assurance, and empathy.

      A mixed-method design was applied, combining quantitative and qualitative approaches. Quantitative data were obtained from questionnaires distributed to 68 healthcare workers, while qualitative data were collected through in-depth interviews with four participants and one key informant.

The results showed that IPC implementation was rated moderate in 73.5%,  good in 17.6% and low 8.8% of respondents. Service quality was rated moderate in 76.5%, good in 22.1% and low at 1.5%. Statistical analysis revealed a significant relationship between IPC implementation and service quality (p = 0.000; p < 0.05). Qualitative findings supported the quantitative results, highlighting the importance of continuous training and adequate facilities.In conclusion, the implementation of IPC programs has a positive impact on service quality and infection prevention. Continuous evaluation and regular staff training are essential to ensure long-term quality improvement.