Kesiapan RSUD Penembahan Senopati Bantul menuju sertifikasi ISO 9001:2000

WARSIYAH, dr. Tjahjono Koentjoro, MPH., DrPH

2008 | Tesis | S2 Ilmu Kesehatan Masyarakat

Latar belakang: Rumah sakit merupakan suatu institusi pelayanan kesehatan yang sangat komplek dan padat masalah, untuk itu rumah sakit harus dikelola dengan baik agar mampu menjamin mutu pelayanan yang diberikan. Meskipun kunjungan pasien di RSUD Panembahan Senopati menunjukkan peningkatan, tapi ternyata masih ditemui banyak komplain. Hal tersebut menunjukkan bahwa mutu pelayanan di RSUD Panembahan Senopati Bantul masih belum sesuaii dengan harapan pelanggan dan perlu ditingkatkan atau dibangun sistem manajemen mutunya. ISO 9001:2000 sebagai salah satu standar internasional untuk sistem manajemen mutu dapat diterapkan untuk membangun sistem manajemen mutu yang lebih baik. RSUD Panembahan Senopati dengan dukungan Dinas Kesehatan Propinsi Daerah Istimewa Yogyakarta berencana mengajukan sertifikasi ISO 9001:2000. Tujuan: Penelitian ini bertujuan untuk menilai kesiapan RSUD Panembahan Senopati Bantul dalam menghadapi sertifikasi ISO 9001:2000. Metode: Penelitian ini menggunakan jenis studi kasus deskriptif dengan desain kasus tunggal holistik. Unit analisis penelitian ini RSUD Panembahan Senopati Bantul. Data kualitatif diperoleh dengan cara wawancara mendalam dengan stakeholder eksternal (Sekretaris Daerah, Ketua Komisi A DPRD, dan Kepala Dinas Kesehatan Kabupaten Bantul), Direktur dan Kepala Sub Bagian Keuangan dan Program. Sedangkan data kuantitatf diperoleh dengan studi dokumentasi, observasi dan wawancara dengan check list untuk mengetahui kesesuaian terhadap persyaratan standar ISO 9001:2000, dan kuesioner dipakai untuk mengetahui persyaratan pelanggan dan komitmen karyawan terhadap penerapan/sertifikasi sistem manajemen mutu ISO 9001:2000. Hasil dan pembahasan: Hasil penelitian menunjukkan 73% pelanggan tidak puas (persyaratan/harapan tidak terpenuhi), karyawan 56% memiliki komitmen tinggi terhadap rencana penerapan/sertifikasi ISO 9001:2000, pemenuhan terhadap persyaratan standar ISO tercapai 69%, pimpinan dan stakeholder memiliki komitmen yang tinggi terhadap penerapan/sertifikasi ISO dan pembiayaan sertifikasi ISO akan dianggarkan pada tahun 2009. Persyaratan/harapan pelanggan yang belum terpenuhi mungkin karena pemenuhan standar ISO yang baru tercapai 69% dan karyawan yang berkomitmen tinggi baru 56%. Namun dengan komitmen tinggi pimpinan, stakeholder dan adanya dukungan pembiayaan nantinya diharapkan dapat meningkatkan komitmen karyawan, pemenuhan terhadap persyaratan standar ISO 9001:2000 dan persyaratan/harapan pelanggan. Kesimpulan dan saran: RSUD Panembahan Senopati Bantul belum siap untuk sertifikasi ISO 9001:2000, untuk itu disarankan agar RSUD Panembahan Senopati lebih berfokus pada pemenuhan terhadap harapan pelanggan, lebih meningkatkan sosialisasi kepada seluruh karyawan terhadap rencana ISO 9001:2000 dan mendatangkan konsultan ISO yang akan membimbing dalam pemenuhan terhadap persyaratan standar ISO 9001:2000.

Background : Hospital is a health service institution that has a lot of problems and very complicated. So that’s why a hospital has to be well managed to ensure the public service quality. Though patients those who come to Panembahan Senopati District General Hospital showed the increasing number, but many patients still complaint with the service quality. This means that the service quality of Panembahan Senopati District General Hospital does not fulfill the client hoped and need to be promoted and to make the better condition or the management system quality. ISO 9001:2000 as an international standard for the management system quality can be applied to build the better management system quality. Panembahan Senopati District General Hospital that supported by the Health Office of Jogjakarta Special Territory Province planned to propose certification of ISO 9001:2000. Objective: This study was aimed to estimate the readiness of Panembahan Senopati District General Hospital in Bantul facing the certification of ISO 9001:2000. Method: This study used a description case study with a holistic single case design. The unit analysis study is Panembahan Senopati District General Hospital in Bantul. Qualitative data was found by a detail interview with external stakeholders. (Regional or District secretary, The Chairman of A commission of the House of representative region, and the Head of Health Office of Bantul district ), Director and Head of Financial sub-staff and Program. Meanwhile quantitative data was found by documentation study, observation and interviews using a check list to know the concordance base upon standard requirement of ISO 9001:2000, and a questioner used to know the requirement of the clients and official commitment to the application of management system quality of ISO 9001:2000. Result and discussion: From the result study was found that 73% of the clients did not satisfy, 56% of the officials or staff have a high commitment to the application of management system quality of ISO 9001:2000, the fulfillment to the standard of ISO reached 69%, High ranking officials and stakeholders have a high commitment to the application of management system quality of ISO 9001:2000, and the ISO certification cost or expenses will be budgeted in 2009. Though the fulfillment to the standard of ISO reached only 69%, and the officials or staff have a high commitment to the application of management system quality only reached 56%, but with a high commitment of the high ranking officials, stakeholders and budgeting support it is hoped that some day officials can improve or increase their commitments to the fulfillment to the standard of ISO 9001: 2000 and the hoped of the clients. Conclusion and recommendation: Panembahan Senopati District General Hospital in Bantul is still not ready for the certification of ISO 9001:2000, so for that reason it is suggested that Panembahan Senopati District General Hospital in Bantul more focus or concentrate in the fulfillment of the clients hope and improve and increase the socialization to all of the officials due to the planning of certification of ISO 9001:2000 and invite the ISO Consultant to conduct in the fulfillment of the ISO 9001:2000 standard requirement.

Kata Kunci : Kesiapan,ISO 9001:2000,rumah sakit, readiness, ISO 9001:2000, hospital