UPAYA MENINGKATKAN MUTU PELAYANAN RUMAH SAKIT MELALUI CUSTOMER FOCUS DI RUMAH SAKIT ERNALDI BAHAR PROVINSI SUMATERA SELATAN

PASARIBU, PUTRI MORANTINA and Ainy, Asmaripa (2020) UPAYA MENINGKATKAN MUTU PELAYANAN RUMAH SAKIT MELALUI CUSTOMER FOCUS DI RUMAH SAKIT ERNALDI BAHAR PROVINSI SUMATERA SELATAN. Undergraduate thesis, Sriwijaya University.

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Abstract

Quality of service at the hospital is important thing for the hospital and are demanded to provide good service according to established standards. This study uses the malcolm baldrige approach through customer focus and patient perceptions related to service quality in hospitals according to Parasuraman as seen from the 5 dimensions of health service quality. This study aims to analyze efforts to improve the quality of hospital services through customer focus at Ernaldi Bahar Hospital in South Sumatra Province. This research uses a qualitative approach. There were 6 informants in this study who were selected purposively by conducting in-depth interviews, observations and document review. Validity test uses triangulation of sources, methods and data. Data analysis uses descriptive qualitative analysis. The results of this study indicate that to focus on customers, nurse have done 5S, and not discriminating against patients. For teamwork the nurse always coordinate, routine team meetings and the division of tasks can run well. For continuous improvement, in its implementation there are still obstacles, targets achieved 50% and efforts to overcome these obstacles by reporting to the quality and management department and monitoring and evaluation. For routine training, excellent service training has been done but not all nurse attend the training. For employee involvement and empowerment, nurse are always involved in meetings, there are difficulties in nursing mental patients, nurse involved, they become aware of the patient's problems and the holding of training in an effort to develop nurse. On the responsiveness dimension, nurse are responsive and can provide clear information. The nurse reliability dimension is able to serve the patient and the patient's family in an outpatient unit. The assurance dimension nurse always ask about the patient's identity first, but many nurse still don’t wash their hand before and after contact with patients. Dimension of empathy, nurse listen to complaints of mental patients and nurse serve mental patients attentively. The dimensions of the physical proof of the hospital waiting room and toilet are always clean, the seats are adequate, the nurse uniform is clean and neat and the medical equipment is clean and complete.

Item Type:	Thesis (Undergraduate)
Uncontrolled Keywords:	Service Quality, Customer Focus
Subjects:	R Medicine > RA Public aspects of medicine > RA399 Regulation of medical practice. Evaluation and quality control of medical care. Medical audit R Medicine > RA Public aspects of medicine > RA960-1000.5 Medical centers. Hospitals. Dispensaries. Clinics. Including ambulance service, nursing homes, hospices
Divisions:	10-Faculty of Public Health > 13201-Public Health (S1)
Depositing User:	Users 7990 not found.
Date Deposited:	22 Sep 2020 03:33
Last Modified:	22 Sep 2020 03:33
URI:	http://repository.unsri.ac.id/id/eprint/35389

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