Analisis strategi peningkatan mutu pelayanan instalasi farmasi umum (swadana) Rumah Sakit Tentara Semarang

WIDYANINGRUM, Naniek, DR. H. Sampurno, MBA., Apt

2009 | Tesis | S2 Ilmu Farmasi

Rumah Sakit Tentara Semarang merupakan rumah sakit yang letaknya strategis dan di Instalasi Farmasi Swadana RS Tentara mempunyai harga obat bersaing, namun pasien masyarakat umum yang berobat masih tergolong sedikit bila dibandingkan dengan para pesaingnya. Tujuan penelitian ini yaitu mengetahui faktor internal dan eksternal serta mengevaluasi mutu pelayanan di Instalasi Farmasi Swadana. Penelitian ini merupakan penelitian non eksperimental, menggunakan metode kuantitatif dan kualitatif. Penelitian kuantitatif yaitu kepuasan pasien dengan kuesioner menggunakan SERVQUAL, lama waktu pelayanan resep, dan protap. Penelitian kualitatif yaitu menganalisis kondisi internal dan eksternal. Hasil penelitian ini dirumuskan dalam MATRIX SWOT yang digunakan sebagai masukan untuk perencanaan strategi guna meningkatkan mutu pelayanan IF Swadana RS Tentara. Dari hasil penelitian mutu pelayanan berdasarkan tiga indikator diketahui adanya ketidakpuasan baik pasien rawat jalan maupun tenaga medis dan paramedis di Rumah Sakit Tentara dibuktikan dengan hasil gap negatif pada semua dimensi kuesioner, waktu pelayanan resep telah sesuai dengan standar pelayanan, IFRS belum mempunyai protap pelayanan tertulis. Hasil penelitian analisis SWOT RS Tentara didapatkan kekuatan berupa letak yang strategis dan harga bersaing, kelemahan berupa kurangnya jumlah dan kualitas SDM, peluang berupa kesempatan dari pemerintah untuk dapat melakukan pelayanan umum, serta ancaman berupa persaingan usaha yang semakin ketat. Upaya yang dapat dilakukan oleh pihak IF Swadana RS Tentara adalah meningkatkan jangkauan dan cakupan pelayanan melalui promosi dan penyuluhan serta meningkatkan kualitas pelayanan, melengkapi sarana fisik serta meningkatan kualitas SDM melalui pendidikan dan latihan.

The Hospital of Army Semarang is a hospital with a strategic location and its Pharmacy Department Swadana has competitive pharmaceutical prices. But, patients from the surrounding communities visiting for treatment in the hospital is less than those in its competitor. The aims of this research are analysis on internal and external conditions and also evaluated the quality of service delivery in Pharmacy Departement Swadana. This research is non experimental research, used quantitative and qualitative methods. Quantitative research patient’s satisfaction measured using questionnaire with SERVQUAL method, dispensing time calculated from duration of receipt service, and standard procedures. Qualitative research analysis on internal and external conditions. Result of the research was formulated in a SWOT matrix used as input for the strategic planning of improving the quality of service delivery in the Pharmacy Department Swadana in the Hospital of Army. Results of the research indicates that based on all the three indicators there were unsatisfaction among outpatients and medical and paramedical staffs in the Hospital of Army, which could be seen from negative gap in all the dimensions of questionnaires, the duration of receipt service in accordance with public service standards, and the Pharmacy Department Swadana did not have a written service standard procedures. From the SWOT analysis, it can be known that the hospital has strenghts, namely, a strategic location and competitive prices, and weaknesses such as less quality and quantity of human resources, opportunity for government to provide public service, and threats such as an increasingly tight business competition and progression of science and technology. It is recommended that the Pharmacy Department Swadana of the hospital should increase the coverage and scope of service delivery through promotion and counseling, improve the quality of service delivery, to equip the department with adequate physical infrastructures and improve the quality of human resources through education and training.

Kata Kunci : Analisis SWOT, Mutu pelayanan,Instalasi farmasi umum Rumah Sakit Tentara Semarang, SWOT analysis, Quality of Service Delivery, Pharmacy Department, the Hospital of Army Semarang