PENILAIAN SISTEM MIKRO KLINIK KHUSUS TUMBUH KEMBANG RSAB HARAPAN KITA
R.Anna Tjandrajani, Prof. Dr. Adi Utarini, MSc., MPH., Ph.D; dr. Ari Probandari, MPH., Ph.D
2016 | Tesis | S2 Ilmu Kesehatan MasyarakatLatar Belakang: Penilaian dari 5P (tujuan, pasien, pelaku, proses, dan pola pelayanan) pada Klinik Khusus Tumbuh Kembang (KKTK), diharapkan dapat mengidentifikasi sistem mikro pelayanan agar dapat ditindaklanjuti dengan perbaikan, pengembangan atau rancang ulang KKTK. Metode: Penelitian deskriptif, studi kasus tunggal holistik dengan pendekatan kuantitatif serta kualitatif dilakukan di KKTK RSAB Harapan Kita.Subjek penelitian adalah 50 pelanggan dalam rentang waktu dua bulan (Juni sampai Agustus 2015), seluruh karyawan KKTK. Pengumpulan data berupa wawancara, pengisian kuesioner, time sheet dan checklist, dilanjutkan dengan penilaian pelaksanaan dari karakteritik, memeriksa/menilai proses, kualitas dan efektifitas. Hasil : Tindakan terapi pada anaknya merupakan 66% dari tujuan pelanggan. Tujuan KKTK kurang diketahui oleh 32% karyawan. Sebanyak 62% pelanggan berpendapat baik pada waktu pelayanan, 70% pada penjelasan penyakit yang ada, 60% pada kompetensi tenaga professional, 58% staf berlaku sopan, 66% pada sensitifitas tim konsultasi, 54% pada lama waktu tunggu, 52% pada waktu yang didapatkan ketika menemui tenaga profesional, 66% pada kenyamanan tempat, 64% pada pelayanan KKTK. Sebanyak 40% pekerja tidak setuju bahwa diberikan peralatan dan dukungan, 24% tidak setuju sudah lebih baik dibandingkan 12 bulan yang lalu. Sebanyak 56% menyatakan bahwa pekerjaan sedikit membuat stress.Rata-rata waktu pelayanan 2 jam 15 menit dan waktu menunggu 46 menit. Dari pola didapatkan masalah pada penjadwalan, perjanjian dan program. Tidak terdapat pertemuan rutin Kesimpulan: Sistem pelayanan di KKTK mempunyai masalah pada tujuan, pasien, profesional, proses dan pola. Diperlukan adanya perbaikan pola pelayanan dimulai dari internal tim kerja KKTK.
Background: The study aimed to assess micro-system of Special Clinic for Growth and Development (KKTK), in order to suggest for improvement, development or redesign. Methods: Descriptive research, a holistic single case study with quantitative and qualitative approaches was conducted in KKTK RSAB Harapan Kita. Subjects were 50 customers in a span of two months(June - August 2015), and all employees. Data collection was obtained from the interviews, questionnaires, checklists, and time sheets, followed by assessment of the implementation of the characteristic, assessment of the process, quality and effectiveness. Result: Child therapy was 66% of customers goals. KKTK purpose less known by 32% of employees.As many as 62% of customers thought good in service time, 70% in the explanation regarding existing disease, 60% on the competence of professionals, 58% in staff politeness, 66% in sensitivity of the consulting team, 54% on length of waiting time,52% of time obtained when were saw professionals, 66% on comfort, 64% in service of KKTK. As many as 40% of workers disagreed that they received appropriate tools and supports, 24% disagreed that the place already better than 12 months ago. As much as 56% said that work a little stressful.The average service time was 2 hours 15 minutes and 46 minutes waiting time. From the pattern there was problem in the scheduling system, appointment, and programs.There were no regular meetings. Conclusion: KKTK service system had a problem on purpose, patient, professional, process and pattern. It needed improvement in pattern starting from the internal team of KKTK.
Kata Kunci : klinik tumbuh kembang, sistem mikro, 5 P
