scholarly journals Strategy to increase the quality of service and safety patients in the hospital Imelda Medan 2020

2021 ◽  
Author(s):  
Monica Putri ◽  
Ermi Girsang ◽  
Linda Chiuman ◽  
Ulina Karo Karo
Keyword(s):  
Quality Of Service ◽  
Patient Safety ◽  
Health Services ◽  
General Hospital ◽  
Urban Areas ◽  
Swot Analysis ◽  
International Standards ◽  
Sample Method ◽  
Depth Interviews

Background: Currently, health services have very important demands, including services in hospitals that must be professional with international standards. Health services no longer only focus on patient satisfaction but also focus more on patient safety (patient safety). The aim of the study was to determine the strategy for improving the quality of service and patient safety at the Imelda General Hospital in 2020.  Methods: This research used descriptive qualitative research with an inductive approach. The data used in this study came from in-depth interviews with respondents. The population was drawn from organizational staff at the Imelda Hospital Medan, namely the medical committee, nursing committee, PMKP committee, PPI committee and materials. The sample method used is exhaustive sampling.Results: Based on the research results obtained, the Imelda Hospital Medan is included in a hospital that is able to compete in a competitive market, especially in urban areas. Based on the SWOT analysis, the Imelda Medan General Hospital is able to take advantage of the existing strengths and opportunities with the results of IFE= 2.52 and EFE= 2.50 and are in cell V in the IE matrix.Conclusions: So, the strategy used in determining the strategy for improving quality and patient safety at the Imelda Hospital, Medan in 2020 is hold and maintain, which means maintaining and maintaining existing policies but does not rule out the possibility to improve for the better.

scholarly journals PENGETAHUAN DAN SIKAP TENAGA KESEHATAN TERHADAP PELAPORAN DAN SISTEM PELAPORAN MEDICATION ERROR DI RSU MONOMPIA GMIBM KOTA KOTAMOBAGU

PHARMACON ◽  
2019 ◽  
Vol 8 (2) ◽  
pp. 360
Author(s):  
Dwi Baluntu ◽  
Weny I. Wiyono ◽  
Marina Mamarimbing
Keyword(s):  
Health Services ◽  
Medication Error ◽  
General Hospital ◽  
Medication Errors ◽  
Health Workers ◽  
Disciplinary Action ◽  
Qualitative Descriptive ◽  
Quality Of Health Services ◽  
Depth Interviews

ABSTRACT This research to determine the knowledge and attitudes of health workers regarding reporting and reporting systems of medication errors has been carried out. Medication errors is any event that can cause or resulted  in improper health services or harm to patients that actually can be avoided. This research is a qualitative descriptive study using in-depth interviews with data analysis conducted using thematic analysis. The results showed that the health workers at Monompia General Hospital GMIBM Kotamobagu did not understand the reporting of medication errors, decision making to report medication errors was determined by the severity of the result of errors and lack of reporting due to fear of disciplinary action and fear of losing their jobs. Monompia General Hospital GMIBM Kotamobagu City continues to strive to improve the quality of health services, but the limitations of facilities and infrastructure as well as human resources were the obsracles. Keywords : Knowledge, Medication Errors, Reporting System ABSTRAK Telah dilakukan penelitian untuk mengetahui pengetahuan dan sikap tenaga kesehatan mengenai pelaporan dan sistem pelaporan medication error. Medication error merupakan setiap kejadian yang dapat menyebabkan atau berakibat pada  pelayanan kesehatan yang tidak tepat atau membahayakan pasien yang sebenarnya dapat dihindari. Penelitian ini merupakan penelitian yang bersifat deskriptif kualitatif menggunakan wawancara mendalam dengan analisis data yang dilakukan menggunakan tematik analisis. Hasil penelitian menunjukan bahwa tenaga kesehatan  di RSU Monompia GMIBM Kota Kotamobagu belum memahami mengenai pelaporan medication error, pengambilan keputusan untuk melaporkan kesalahan pengobatan ditentukan oleh tingkat keparahan hasil dari kesalahan dan minimnya tingkat pelaporan disebabkan karena tenaga kesehatan takut tindakan disiplin serta takut kehilangan pekerjaan. RSU Monompia GMIBM Kota Kotamobagu terus berupaya untuk meningkatkan mutu pelayanan kesehatan, tetapi keterbatasan sarana dan prasarana serta sumber daya manusia menjadi kendala tesendiri. Kata kunci : Pengetahuan, Medication error, sistem pelaporan

scholarly journals Metode Fuzzy Servqual Dalam Mengukur Kepuasan Pasien Terhadap Kualitas Layanan BPJS Kesehatan

2018 ◽  
Vol 5 (1) ◽  
pp. 90-101
Author(s):  
Entin Sutinah ◽  
Odilia Rosdiana Simamora
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
Health Services ◽  
Service Quality ◽  
General Hospital ◽  
Five Dimensions ◽  
Physical Evidence ◽  
Level Of Satisfaction ◽  
Improve Service Quality

Abstrak Kurangnya kualitas pelayanan menjadi salah satu kendala terhadap tingkat kepuasan pasien. Pihak rumah sakit juga sering kali kesulitan dalam mengukur kualitas pelayanannya. Tujuan penelitian ini adalah untuk mengetahui tingkat kepuasan pasien yang menggunakan layanan BPJS Kesehatan di Rumah Sakit Umum Daerah Dr. H. Kumpulan Pane. Pengukuran kualitas pelayanan dilakukan dengan metode Fuzzy servqual. Kualitas pelayanan menggunakan lima dimensi yang terdapat dalam servqual yaitu tangibles (bukti fisik), reliability (keandalan), responsiveness (daya tanggap), assurance (jaminan), emphaty (empati). Hasil penelitian ini menunjukkan bahwa nilai gap dari kelima dimensi memiliki nilai negatif. Yang artinya kualitas pelayanan di dapatkan belum sesuai dengan yang diharapkan oleh pasien BPJS Kesehatan. Nilai gap tertinggi adalah dimensi emphaty (empati) dengan nilai gap sebesar 0.15 dan nilai gap terendah adalah dimensi tangibles (bukti fisik) dengan nilai gap 0.49. dengan demikian dapat diketahui bahwa dimensi tangibles (bukti fisik) ini yang menjadi perhatian untuk dapat meningkatkan kualitas pelayanan. Kata Kunci : Fuzzy, Kepuasan, Pelayanan, Servqual Abstract Lack of quality of service becomes one of the obstacles to the level of patient satisfaction. The hospital is also often difficult to measure the quality of service. The purpose of this study is to determine the level of satisfaction of patients who use BPJS Health services in the Regional General Hospital Dr. H. Collection Pane. Measurement of service quality is done by Fuzzy servqual method. Service quality uses the five dimensions contained in the servqual are tangibles (physical evidence), reliability, responseiveness, assurance, empathy. The results of this study indicate that the gap value of the five dimensions has a negative value. Which means the quality of service is not in accordance with the expected by the patient BPJS Health. The highest gap value is the empathy dimension with the gap value of 0.15 and the lowest gap is the dimension of tangibles (physical proof) with the gap value of 0.49. thus it can be seen that the dimensions of tangibles (physical evidence) is of concern to improve service quality. Keywords: Fuzzy, Satisfaction, Service, Servqual

scholarly journals SISTEM PELAYANAN KESEHATAN BERBASIS PROGRAM KARTU INDONESIA SEHAT DI RUMAH SAKIT UMUM DAERAH SAYANG RAKYAT

2021 ◽  
Vol 4 (1) ◽  
pp. 11-16
Author(s):  
Hasriani Hasriani ◽  
Andi Rasjid Pananrangi ◽  
Syamsul Bahri
Keyword(s):  
Quality Of Service ◽  
Health Insurance ◽  
Health Services ◽  
General Hospital ◽  
National Health Insurance ◽  
Service Providers ◽  
Health Providers ◽  
Government Programs ◽  
South Sulawesi

Pelayanan kesehatan yang berkualitas dan proposional menjadi dambaan bagi setiap rakyat Indonesia, oleh karenanya diperlukan komitmen dari pelaksana pemberi layanan khususnya rumah sakit dalam menunjang pelaksanaan program pemerintah melalui kartu Indonesia sehat. Tujuan penelitian ini untuk mengetahui kualitas pelayanan berbasis program Kartu Indonesia Sehat di Rumah Sakit Umum Daerah Sayang Rakyat Makassar dan untuk mengetahui implementasi pelayanan berbasis program Kartu Indonesia Sehat di Rumah Sakit Umum Daerah Sayang Rakyat Makassar. Pendekatan dalam penelitian ini menggunakan deskriptif kualitatif untuk menggambarkan dan menjelaskan fenomena yang terjadi. Hasil penelitian menunjukan bahwa kualitas pelayanan berbasis program Kartu Indonesia Sehat di Rumah Sakit Umum Daerah Sayang Rakyat sudah berjalan dengan baik dan petugas administrasi maupun petugas medis dalam menjalankan tugas sudah cukup baik, sedangkan implementasi pelayanan berbasis program Kartu Indonesia Sehat di Rumah Sakit Umum Daerah Sayang Rakyat Makassar secara umum sudah sesuai dengan Peraturan Daerah Provinsi Sulawesi Selatan tentang penyelenggara kesehatan dan tentang kerja sama penyelenggaraan pelayanan kesehatan gratis, dan Peraturan Presiden Nomor 64 Tahun 2020 tentang Jaminan Kesehatan Nasional. Hal tersebut tercermin dalam pelaksanaan pelayanan yang diberikan oleh RSUD Sayang Rakyat kepada pasien pengguna kartu Indonesia sehat yang tidak membedakan dengan pasien umum. Quality and proportional health services are the dream of every Indonesian people, therefore commitment from service providers, especially hospitals, is needed in supporting the implementation of government programs through the Healthy Indonesia card. The purpose of this study was to determine the quality of service based on the Healthy Indonesia Card program at the Sayang Rakyat Regional General Hospital in Makassar and to determine the implementation of services based on the Healthy Indonesia Card program at the Sayang Rakyat Regional General Hospital in Makassar. The approach in this study uses descriptive qualitative to describe and explain the phenomena that occur. The results showed that the quality of service based on the Healthy Indonesia Card program at the Sayang Rakyat Regional General Hospital was running well and administrative and medical officers in carrying out their duties were quite good, while the implementation of services based on the Healthy Indonesia Card program at the Sayang Rakyat Regional General Hospital. Makassar is generally in accordance with the South Sulawesi Provincial Regulation concerning health providers and regarding cooperation in providing free health services, and Presidential Regulation Number 64 of 2020 concerning National Health Insurance. This is reflected in the implementation of the services provided by the Sayang Rakyat Hospital to patients who use the healthy Indonesian card which do not distinguish them from general patients.

scholarly journals KEPUASAN LAYANAN KESEHATAN POLI UMUM DI RSIA ARAFAH ANWAR MEDIKA SUKODONO SIDOARJO

2018 ◽  
Vol 2 (2) ◽  
pp. 162-166
Author(s):  
Nur Ilahi Anjani
Keyword(s):  
Quality Of Service ◽  
Health Services ◽  
General Hospital ◽  
Statistical Test ◽  
The Public

This study aims to determine the satisfaction of patients in using health services at general polyhospital of Arafah Anwar Medika Sukodono in Sidoarjo. The survey was conducted on 50 newpatients who received health services at Polia General Hospital Anwar Medika Sukodono SidoarjoRegency. Instruments are structured questionnaires through PSQ (Patient SatisfactionQuestionnaire). Data were analyzed using descriptive statistical test through the frequencydistribution table. Research shows the satisfaction of respondents to service in general poly in generaland the satisfaction of respondents related to facilities in the general poly is good. Satisfaction ofrespondent to physician ability and doctor's accuracy is good. Satisfaction of respondent to attitudeof doctor and nurse to patient have good. Satisfaction of respondent on giving information fromdoctor have good. Satisfaction of respondents related to the conformity of cost is good. Satisfactionof respondents at the time of examination is also good. And the satisfaction of respondents related tothe access of respondents is good. This research recommends follow-up related inputs, suggestions,complaints from the public related to the service so as to provide the best solution to the problemsfaced by customers and conduct regular and continuous surveys to maintain the quality of service.

scholarly journals Metode Fuzzy Servqual Dalam Mengukur Kepuasan Pasien Terhadap Kualitas Layanan BPJS Kesehatan

2018 ◽  
Vol 5 (1) ◽  
pp. 90-101 ◽  
Author(s):  
Entin Sutinah ◽  
Odilia Rosdiana Simamora
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
Health Services ◽  
Service Quality ◽  
General Hospital ◽  
Five Dimensions ◽  
Physical Evidence ◽  
Level Of Satisfaction ◽  
Improve Service Quality

Abstrak Kurangnya kualitas pelayanan menjadi salah satu kendala terhadap tingkat kepuasan pasien. Pihak rumah sakit juga sering kali kesulitan dalam mengukur kualitas pelayanannya. Tujuan penelitian ini adalah untuk mengetahui tingkat kepuasan pasien yang menggunakan layanan BPJS Kesehatan di Rumah Sakit Umum Daerah Dr. H. Kumpulan Pane. Pengukuran kualitas pelayanan dilakukan dengan metode Fuzzy servqual. Kualitas pelayanan menggunakan lima dimensi yang terdapat dalam servqual yaitu tangibles (bukti fisik), reliability (keandalan), responsiveness (daya tanggap), assurance (jaminan), emphaty (empati). Hasil penelitian ini menunjukkan bahwa nilai gap dari kelima dimensi memiliki nilai negatif. Yang artinya kualitas pelayanan di dapatkan belum sesuai dengan yang diharapkan oleh pasien BPJS Kesehatan. Nilai gap tertinggi adalah dimensi emphaty (empati) dengan nilai gap sebesar 0.15 dan nilai gap terendah adalah dimensi tangibles (bukti fisik) dengan nilai gap 0.49. dengan demikian dapat diketahui bahwa dimensi tangibles (bukti fisik) ini yang menjadi perhatian untuk dapat meningkatkan kualitas pelayanan. Kata Kunci : Fuzzy, Kepuasan, Pelayanan, Servqual Abstract Lack of quality of service becomes one of the obstacles to the level of patient satisfaction. The hospital is also often difficult to measure the quality of service. The purpose of this study is to determine the level of satisfaction of patients who use BPJS Health services in the Regional General Hospital Dr. H. Collection Pane. Measurement of service quality is done by Fuzzy servqual method. Service quality uses the five dimensions contained in the servqual are tangibles (physical evidence), reliability, responseiveness, assurance, empathy. The results of this study indicate that the gap value of the five dimensions has a negative value. Which means the quality of service is not in accordance with the expected by the patient BPJS Health. The highest gap value is the empathy dimension with the gap value of 0.15 and the lowest gap is the dimension of tangibles (physical proof) with the gap value of 0.49. thus it can be seen that the dimensions of tangibles (physical evidence) is of concern to improve service quality. Keywords: Fuzzy, Satisfaction, Service, Servqual

Analisis Pengalaman Keluarga Merawat Pasien Skizofrenia dengan Masalah Halusinasi Pendengaran Pasca Hospitalisasi

2019 ◽  
Vol 4 (2) ◽  
pp. 282
Author(s):  
Isti Harkomah
Keyword(s):  
Health Services ◽  
Family Support ◽  
Depth Information ◽  
Continuous Family ◽  
Family Experience ◽  
Schizophrenic Patients ◽  
Heavy Burden ◽  
Document Review ◽  
Depth Interviews

<p><em>Clients with hallucinations really need continuous family support both internal and external families. Reduced external family support will cause a heavy burden on the internal family in caring for hallucinatory clients. The reason families bring to the hospital is the inability to treat patient hallucinations at home after hospitalization because hallucinations pose a burden on the family. The purpose of this study was to find out in-depth information about family experience in treating schizophrenic patients who experience auditory hallucinations after hospitalization. This research is qualitative research, the phenomenology approach uses the method of collecting data by in-depth interviews and document review. Data were obtained by in-depth interviews with six participants. The results of the study are two main themes, namely family understanding of recognizing hallucinatory problems after hospitalization and family experience in treating schizophrenic patients with hallucinatory problems.It is hoped that health services will further improve the quality of health services in providing health education to families about how to properly care for hallucinatory patients and families are expected to be able to treat hallucinogenic patients well.</em></p><p><em><br /></em></p><p><em><em>Klien dengan halusinasi sangat membutuhkan dukungan dari keluarga secara terus menerus baik keluarga internal maupun eksternal. Berkurangnya dukungan keluarga eksternal akan menimbulkan beban yang berat bagi keluarga internal dalam merawat klien halusinasi. Alasan keluarga membawa ke RSJ adalah ketidakmampuan merawat halusinasi pasien dirumah pasca rawat inap karena halusinasi menimbulkan beban bagi keluarga. Tujuan penelitian ini adalah untuk mengetahui informasi mendalam tentang pengalaman keluarga dalam merawat pasien skizofrenia yang mengalami masalah halusinasi pendengaran pasca hospitalisasi. Penelitian ini merupahkan penelitian kualitatif, pendekatan fenomenologi menggunakan metode pengumpulan data dengan wawancara mendalam dan telaah dokumen. Data didapatkan dengan wawancara mendalam terhadap enam partisipan. Hasil wawancara dianalisis dengan menggunakan metode Collaizi. Hasil penelitian yaitu terdapat 2 utama tema yaitu pemahaman keluarga tentang mengenal masalah halusinasi pasca hospitalisasi dan pengalaman keluarga dalam merawat pasien skizofrenia dengan masalah halusinasi.Diharapkan bagi pelayanan kesehatan agar lebih meningkatkan mutu pelayanan kesehatan dalam memberikan pendidikan kesehatan kepada keluarga tentang cara merawat pasien halusinasi yang benar dan keluarga diharapkan dapat merawat pasien halusinasi dengan baik.</em></em></p>

scholarly journals Analysis of an Effect Quality Pharmaceutical Services on the Satisfaction of Patients in Royal Prima Public Hospital Medan

2021 ◽  
Vol 8 (1) ◽  
pp. 20-28
Author(s):  
Fanny Yaren Sitompul ◽  
Sri Wahyuni Nasution ◽  
Chrismis Novalinda Ginting
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
General Hospital ◽  
Public Hospital ◽  
Direct Evidence ◽  
Pharmaceutical Services ◽  
Quality Of Services ◽  
Pharmacy Services ◽  
Patient’S Satisfaction

Based on a predecessor survey conducted by researchers of 30 outpatients at the Royal Prima Medan Hospital in July 2019, it showed that out of 30 patients, 23 patients expressed dissatisfaction with the quality of service and availability of drugs at the Pharmacy Installation of the Royal Prima Medan General Hospital. Where the patient's satisfaction states that there is still a lack of direct evidence (tangibles), reliability, responsiveness, assurance (assurance), empathy, hospitals and employees of outpatients at Royal Prima Hospital, Medan. This paper described Knowing the Analysis of the Effect of Pharmacy Service Quality on Outpatient Satisfaction at the Royal Prima Medan General Hospital in 2019. There is an effect of the quality of pharmaceutical services (appearance, reliability, responsiveness, assurance, and empathy) on outpatient satisfaction at Royal Prima Medan General Hospital. 2019. It is hoped that the pharmacy installation of the Royal Prima Medan General Hospital will improve the quality of services that are more optimal to achieve maximum patient satisfaction values. If the quality of pharmacy services at Royal Prima Medan General Hospital is improved, patient satisfaction will also increase. Keywords: Quality of Pharmacy Services and Patient Satisfaction.

scholarly journals Quality of Inpatient Tuberculosis Health Care in High-Burden Resource-Limited Settings: Protocol for a Comprehensive Mixed Methods Assessment Study

10.2196/13903 ◽  
2020 ◽  
Vol 9 (1) ◽  
pp. e13903
Author(s):  
Nune Truzyan ◽  
Zaruhi Grigoryan ◽  
Lusine Musheghyan ◽  
Byron Crape ◽  
Varduhi Petrosyan
Keyword(s):  
Health Care ◽  
Mixed Methods ◽  
International Standards ◽  
World Health ◽  
High Quality ◽  
High Burden ◽  
Resource Limited ◽  
Evaluation Instruments ◽  
Depth Interviews

Background The quality of care for tuberculosis (TB) is deficient in high-burden countries and urgently needs improvement. However, comprehensively identifying the required improvements is challenging. Providing high-quality TB care is an important step toward improving patients’ quality of life and decreasing TB morbidity and mortality. Effective tools for assessing the quality of TB services using international standards and guidelines can identify existing gaps in services and inform improvements to ensure high-quality inpatient TB services. Objective This study aimed to develop evaluation instruments for defining the quality of provision of TB services. Methods To assess quality of services in the largest TB hospital in Armenia, we developed instruments based on the Joint Commission International Accreditation Standards for Hospitals, International Standards for TB Care, TB Laboratories Bio-Safety Standards, and the World Health Organization framework for conducting TB program reviews. A mixed methods approach was utilized, triangulating quantitative (checklists) and qualitative (in-depth interviews) results. A scoring system and strengths, weaknesses, opportunities, and treats analysis was applied to detail results for each of the 122 standards assessed. A scaling approach was used to present overall performances of inpatient services for eight patient-centered functions and five organization management functions. Results Overall, 40 in-depth interviews and 91 checklists (21 observations, 16 policy papers, 20 staff qualification documents, and 34 medical records) were developed, utilized, and analyzed to explore practices of health care professionals, assess inpatient treatment experience of patients and their family members, evaluate facility environmental conditions, and define the degree of compliance to standards. Conclusions The effective comprehensive evaluation instruments and methods developed in this study for quality of inpatient TB services support the implementation of similar effective assessments in other countries. It may also become a platform to develop similar approaches for assessing ambulatory TB services in resource-limited countries. International Registered Report Identifier (IRRID) DERR1-10.2196/13903

scholarly journals Strategi Pemasaran Usaha Art Shop Lokal Dalam Menghadapi Persaingan Global Di Lingkungan Batu Belig, Kelurahan Kerobokan Kelod, Kabupaten Badung

2018 ◽  
Vol 5 (1) ◽  
pp. 17
Author(s):  
Kadek Ayu Purnamasari ◽  
Made Sukana
Keyword(s):  
Quality Of Service ◽  
Marketing Strategy ◽  
Market Segmentation ◽  
Qualitative Data ◽  
New Product ◽  
Corporate Identity ◽  
Innovative Design ◽  
Innovative Products ◽  
Depth Interviews

This study aims to determine the marketing strategy for the local art shops at Batu Belig, Badung Regency. This research is interesting to be conducted because there is a difference between local and foreign art shops which could be identified from several aspects. This research is both interesting as well as important to make the local peoples as locals entrepreneurs  to be able to compete with the investors. The data in this study are qualitative data, which were obtained based on the results of observation, in- depth interviews, literature studies, and questionnaires. The amount of sampling is 60 respondents and they were selected using purposive and accidental sampling. In  order to survive in this tourism business, local owners must have a marketing strategy to increase the promotion by introducing Balinese culture, creat the innovative design of new product, making corporate identity, and increasing market segmentation,  the positive image, product quality and the quality of service. The suggestion in this study is local entrepreneurs should be able to create some innovative products that are more representing  Balinese culture.  Keywords: art shop, strategy, Balinese culture

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