QUALITY OF SERVICE OF OUTPATIENT UNIT IN BA HOSPITAL, INDONESIA

Suvonalya Suvonalya, Adang Bachtiar

Abstract

Background: The quality of healthcare services is crucial in the healthcare service organization to encourage every healthcare service organization to improve their healthcare service quality. This study aims to identify the description of the service quality of outpatient department in RSBA, East Jakarta, DKI Jakarta, Indonesia using the criteria of Malcolm Baldridge.

Method: This research was a descriptive analytical study with cross-sectional study combined with qualitative and quantitative approaches (mix method). About 110 respondents were selected as sample. The data analysis employed were univariate, bivariate and multivariate analysis of multiple logistic regression test conducted by using SPSS statistic software for Windows.

Result : There was a significatt influence of on workforce, and last focus on process and focus on the service quality of outpatient department of RSBA with p-value of < 0.05 and 9. In multiple logistic regression tests, the factors that had strong closeness were the leadership and the measurement analysis and knowledge management.

Conclusion : The Healthcare quality of the outpatient department of RSBA needed improvement, especially on the focus on the customers and the process. The commitment of all elements in the hospital was requried. The well and correct service customers, appropriate to the medical treatment according to the standard operating procedures, the excellent service and the effort to meet the completeness of the hospital infrastructure were important aspects that should be undergone by RSAB to improve the hospital’s service quality. 

Full Text:

PDF

References

Susatyo Herlambang. Manajemen Pelayanan Kesehatan Rumah Sakit. Yogyakarta, Gosyen Publishing, 2016

Gde Muninjaya. Manajemen Mutu Pelayanan Kesehatan. Jakarta, Buku Kedokteran EGC, 2015

Dedi Alamsyah. Manajemen Pelayanan Kesehatan. Bantul, Penerbit Muha Medika, 2011

Lanin Ivan. Kriteria Keunggulan Kinerja Malcolm Baldridge, 2012

Gaspersz, V. Malcolm baldrige criteria for performance excellence. Bogor, Vinchristo Publication, 2011

Hafidz Hadrian Muhammad. ‘Sistem Perangkat Lunak Untuk Internal Assessment Malcolm Baldrige Criteria For Performance

Excellence’, 2015

Arief Sabda Pietra Mukti Sutikno, Febriana Wurjaningrum. “Analisa Pengaruh Penerapan Manajemen Kualitas Dengan MBNQA

Kriteria Terhadap Kinerja Bisnis Pada Rumah Sakit Islam Jemursari Surabaya”. Universitas Airlangga, 2015

Cahyono, U. Kajian Mutu Pelayanan Rumah Sakit Bhinneka Bakti Husada Yang Telah Lulus Akreditasi Ditinjau Dari Kriteria

Malcolm Baldrige. Universitas Indonesia, 2012

Rumah Sakit “BA”. Laporan Akhir Survey Kepuasan Masyarakat Terhadap Pelayanan, 2013-2016

Martono Nanang. Metode Penelitian Kuantitatif, Analisis Isi dan Analisis data Sekunder. Jakarta, Rajawali Pers, 2014

Soekidjo N. Metodelogi Penelitian Kesehatan. Jakarta, PT. Rineka Cipta, 2014

Wibowo A. Metodologi Penelitian Praktis Bidang Kesehatan. Jakarta, Rajawali Press, 2014

Dahlan S. Analisis Multivariat Regresi Logistik. Jakarta, Epidemiologi Indonesia, 2012

Refbacks

  • There are currently no refbacks.