Disain kualitas pelayanan menggunakan quality function deployment di emergency room health medical services Rumbai, PT Chevron Pacific Indonesia Pekanbaru

KUSNO WR, Dr. Adi Utarini, MPH., M.Sc., Ph.D

2008 | Tesis | S2 Ilmu Kesehatan Masyarakat

Latar Belakang:Jumlah kunjungan ER H&MS Rumbai meningkat 10-16% dalam 3 tahun terakhir. Keluhan masyarakat tentang kualitas pelayanan ER, keadaan fisik ER, pengetahuan, ketrampilan perawat yang bekerja di ER perlu ditingkatkan. Tujuan: Mengindentifikasi harapan pelanggan eksternal dan internal tentang kualitas pelayanan ER. Mendisain kualitas pelayanan dengan menggunakan Quality Function Deployment di ER Rumbai. Metode penelitian: Studi kasus tunggal terpancang. Unit penelitian ER Rumbai. Subjek penelitian 100 orang pelanggan eksternal dan semua pelanggan internal. Variabel independen 5 dimensi kualitas berdasarkan SERVQUAL. Variabel dependen disain kualitas pelayanan. Instrumen penelitian kuesioner tertutup mengenai 5 dimensi mutu. Kuesioner berskala Likert dengan 7 tingkatan. Kuesioner A 21 pernyataan didistribusikan ke pelanggan eksternal. Kuesioner B 27 pernyataan didistribusikan ke pelanggan internal. Hasil penelitian: Hasil disain kualitas pelayanan ada 12 peringkat. Peringkat : (1) Adanya visi yang sama antara RS dan petugas ER, (2) Petugas merasa bagian dari tim ER, (3) Setiap petugas memberikan sumbangan pelayanan tim ER, (4) Petugas merupakan bagian penting ER, (5) Kesesuaian pekerjaan petugas, (6) Peralatan, perlengkapan medis, non medis baik,(7) Kemampuan adaptasi petugas terhadap perubahan, (8) Ditetapkan satu tempat tidur untuk resusitasi pasien gawat darurat, (9) Petugas lebih sering bekerjasama daripada bersaing, (10) Penilaian kinerja atasan, (11) Kanopi ER perlu diubah agar ambulance tidak mundur, (12) Informasi yang cukup dari manajemen HMS Rumbai. Kesimpulan: Fokus peningkatan kualitas pelayanan di ER HMS Rumbai. Peringkat (1).Adanya visi yang sama antara RS dan petugas ER, (2). Kerjasama, (3).Peralatan, perlengkapan medis non medis baik dan perbaikan fisik ER, (4).Penilain kinerja atasan, (5). Informasi yang cukup dari manajemen H&MS Rumbai.

Background: The number of visits to Emergency Room Health Medical Services Rumbai has increased 10-16% in the last three years. There were complaints from community regarding ER quality services, physical condition of ER, knowledge and skill nurse ER need improvement. Objective: To identify expectations and need of external, internal customer regarding quality services of ER. To design quality services using QFD at ER Rumbai. Research method: Single case study. Research subject is 100 persons external customer and all internal customers ER. Independent variables are reliability, responsiveness, assurance, empathy, tangible. Dependent variable is design quality services. A close ended questionnaire with 7 levels Likert scale will be used. Questionnare consist of five quality dimensions based on customer perceptions. Questionnaire A consist of 21 statements distributed to external customer, questionnaire B consist of 27 statements distributed to internal customer. Results : The following ranking design result using QFD. Ranking: (1). The same vision between hospital management and ER employee, (2). ER employee is part of ER team, (3). Each of ER employee has contribution to provide ER services, (4). ER employee is important part of ER team, (5). Matching kind of work with employee, (6). Medical, non medical equipment in good condition, (7). Ability adaptation of employee, (8).Determine a bed for resucitation an emergency case,(9). Employee has more cooperation than competition,(10). Supervisor appraisal, (11). Renovation ER canopy.(12). Information from Management HMS Rumbai. Conclusion: Focus quality improvement at ER, ranking: (1). The same vision between hospital management and ER employee, (2). Teamwork, (3) Medical, non medical equipment in good condition and ready to be operated any time, ER physical improvement,(4). Supervisor appraisal, (5). Information from Management HMS Rumbai..

Kata Kunci : Harapan,Kebutuhan,Kualitas pelayanan,Desain mutu,Expectations,Need,Quality services,Quality design