Penyusunan rencana mutu stratejik di Rumah Sakit Mata DR. YAP Yogyakarta 2004-2009

WIDYASTUTI, Silvia, dr. Tjahjono Kuntjoro, MPH.,DrPH

2004 | Tesis | S2 Ilmu Kesehatan Masyarakat

Misi Rumah Sakit Mata “Dr. Yap” adalah memberikan pelayanan yang berfokus pada pasien seutuhnya, hal ini mensyaratkan mutu pelayanan yang sesuai dengan harapan dan keinginan pelanggan. Meskipun telah disusun rencana strategi dan dilakukan pengendalian mutu, masih terdapat berbagai masalah yang berkaitan dengan mutu di RSMY. Untuk mengintegerasikan kegiatan peningkatan mutu tersebut, diperlukan rencana stratejik mutu. Penelitian ini bertujuan menyusun rencana stratejik mutu bagi Rumah Sakit Mata “Dr. Yap” dan menggunakan studi kasus tunggal dengan disain holistik. Unit analisis Rumah Sakit Mata “Dr. Yap”, subjek penelitian yayasan, struktural RSMY, tim pengendalian mutu, dan 26 orang yang mewakili customer rawat jalan dan rawat inap. Metode penelitian dengan 5 tahap, yaitu: 1)pengumpulan data sekunder (dokumen RS), 2)free-listing pasien/ keluarga, 3)kuesioner untuk yayasan dan struktural RS, 4)workshop, dan 5)group interview. Hasil penelitian menunjukkan bahwa berdasarkan pertimbangan eksternal dan internal dapat disimpulkan: (1)tingkat kepuasan kerja karyawan tinggi, (2)terdapat kegiatan-kegiatan yang mengarah ke perbaikan mutu di dalam renstra, (3)kesiapan organisasi untuk berubah tinggi, (4)masih banyak keluhan-keluhan dari pasien/ keluarga terhadap RS, (5)RSMY belum memiliki pesaing yang kuat, dan (6)tidak ada kesulitan dalam penyediaan biaya perbaikan mutu. Dari pertimbangan-pertimbangan diatas maka disusun rencana mutu stratejik yang berisi kebijakan mutu: memahami kebutuhan-kebutuhan pelanggan eksternal dan internal RSMY dan memastikan bahwa RSMY dapat memenuhi kebutuhan-kebutuhan tersebut dan strategi perbaikannya launch. Tujuan umumnya meningkatkan kepuasan customer internal dan customer eksternal. Tujuan khususnya peningkatan mutu pelayanan. Penanggung jawab yang terlibat dalam perbaikan mutu adalah tim pengendalian mutu. Program-program peningkatan mutu yang disusun, yaitu: Peningkatan pelayanan administrasi, peningkatan kesejahteraan karyawan, penambahan dokter full-timer, melengkapi fasilitas dan peralatan, dan mengembangkan upaya-upaya promosi/ marketing.

“Dr Yap” Eye Hospital mission is to provide a patient-focused service which require quality service. Despite the availability of strategic planning and quality control effort, there are still some problems regarding quality service at the hospital. To integrate the quality improvement activities, a strategic quality plan is needed. This research aimed to develop a strategic quality plan for “Dr Yap” Eye Hospital using a holistic design, single case study. The unit of analysis was “Dr Yap” Eye Hospital and the subject were members of the Foundation, the structural llines, quality control team, and 26 customer representatives at the inpatient and outpatient departments. The data collection method research had 5 stages: (1)secondary data collection (hospital documents), (2)patient and patient’s family free-listing, (3)questionnaire for the hospital’s Foundation and the structural lines, (4)workshop, and (5)group interview. Based on external and internal consideration, the research concluded that (1)there was a high employee satisfaction, (2)quality improvement activities were already incorporated in the Strategic Plan, (3)there was a high organizational readiness, (4)there were still some complains from patient/patient’s family, (5)there was no strong competitor yet, and (6)there was no difficulty in providing cost for quality improvement. Based on the above findings, we developed a strategic quality plan, consisting of quality policy to comprehenc the needs of internal and external customers and to assure that the hospital could meet those needs. The strategy was launch, the general objective was to increase the level of satisfaction of both internal and external customers, while the specific objective was to improve the quality service. The quality control team would be responsible for these quality improvement efforts. The quality improvement programs were: improving administrational service, improving employee’s welfare, recruit full time doctor, completing faclities and equipment, HRM development, improving the utilization of supporting services, maintenance of equipment, and developing marketing and promotional.

Kata Kunci : Manajemen Rumahsakit,Perencanaan Mutu Strategik