Abstrak: Latar Belakang: Kemajuan ilmu dan teknologi kedokteran disertai membaiknya pendidikan dan keadaan sosial ekonomi masyarakat telah menyebabkan peningkatan kebutuhan dan tuntutan masyarakat akan kesehatan. Sejalan dengan makin kompleksnya pelayanan kesehatan, banyak dikembangkan metode untuk menjaga dan meningkatkan mutu pelayanan kesehatan, salah satunya adalah Sistem Manajemen Mutu ISO 9000: 2000. Sistem Manajemen Mutu ISO 9000 adalah salah satu standar internasional yang paling banyak digunakan dan terkenal. Berdasarkan kondisi ini peneliti menulis Sistem Manajemen Mutu ISO 9000: 2000 pada Unit Gedung dan Lingkungan RS Pasar Rebo. Tujuan penelitian: Mengembangkan Sistem Manajemen Mutu (SMM) ISO 9000: 2000 pada Unit Gedung dan Lingkungan Rumah Sakit Pasar Rebo. Disain: Penelitian ini merupakan studi kasus. Pengumpulan data penelitian dilakukan dengan cara wawancara , Observasi partisipatif karena peneliti terlibat langsung dalam proses pengembangan desain ISO 9000: 2000, penelahaan data skunder dan penelaahan dokumen yang berkaitan dengan kegiatan unit Gedung dan Lingkungan. Hasil: Pada analisis situasi didapatkan hasil sumber daya manusia (SDM), Metode, Sarana dan Keuangan. Pada Pengembangan Sistem Manajemen Mutu (SMM) ISO 9000: 2000 dilakukan interpretasi klausul ISO 9000: 2000 sesuai dengan kondisi Unit dan selanjutnya dilakukan pembuatan desain berdasarkan hasil interpretasi yang telah disepakati. Hasil desain Sistem Manajemen Mutu (Klausul 4) terdiri dari Peta unit, Alur proses, Prosedur mutu dan Pengendalian dokumen. Tanggung jawab manajemen (Klausul 5) terdiri dari Visi dan misi, Kebijakan mutu, Struktur organisasi, Uraian tugas, dan Sasaran mutu. Manajemen sumber daya (Klausul 6) terdiri dari Sumber daya manusia, Infrastruktur dan Lingkungan kerja. Realisasi produk (Klausul 7) terdiri dari Pengelolaan keuangan dalam pembelian. Kemudian dilakukan analisis dan pencapaian sasaran mutu yang telah ditetapkan terdiri dari Pengelolaan sumber daya manusia (SDM), Manajemen resiko, Denah tanggap darurat dan Pengelolaan keuangan. Kesimpulan: Disarankan pada Unit Gedung dan Lingkungan RS Pasar Rebo perlu mensosialisasikan hasil desain yang dibuat, kepada semua karyawannya. Sedangkan pada sasaran mutu harus terus dilakukan pemantauan dan evaluasi setiap 6 bulan agar penilaian kinerja Unit tetap dapat dilakukan. Kata Kunci: ISO 9000: 2000, Studi kasus

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Background: Medical science and technolgy progression which accompanied a well-design public education and economic-social condition have caused and increase public needs and demands. Accordance with progressively a complex health service, it many developed methods to keeps and enhance health service standard. Either is Standar Management System (ISO) 9000:2000. Standard Management System (ISO) 9000 is one of most applied and well-known international standard. Based on this condition, writer writes Standar Management System (SSM) ISO 9000:2000 in Building and Environ Units of RS. Pasar Rebo. Objective: The purpose of this research is to develop Standar Management System (SSM) ISO 9000:2000 in Building and Environ Units of RS. Pasar Rebo. Methods: This research constitutes case study. Data collecting of research is implemented by the ways of interview and participative observation, because researcher is directly involved in processing of design development ISO 9000:2000. Review of secondary data and documents that concerning with activity of Building and environ units. Results: In analysis of situation is obtained human resources’ results (SDM) , Method, Instrument and Financial. In Development of Standard Management System (SMM) ISO 9000 : 2000 is applied a design making based on clause intrepretation ISO 9000 : 2000 corresponding with unit condition and subsequently is implemented design making based on approved interpretation’s result. Result of design including Standard Management System (clause 4) comprises : Unit Mapping, Process Flow, Work Procedure, Document Controlling. Management Accontability (clause 5) comprises : Vision and Mission of Units, Standar Polecy, Organization Structure, Job Description and Standard Objective. Resources Management (clause 6) comprises : Human Resources, Infrastructure and Working Environ Management. Products Realization (clause 7) comprises : Financial Management, in case of purchasing. Afterward is applied Analysis and Standar Objective Achievement which had determined including Human Resources, Risk Management, Emergency Response List and Financial Management system. Conclution: It’s recommended in this research Building and Environ Units - RS Pasar Rebo requires to socialize a result of design which obtained for all staffs. Meanwhile on standard objective is also keeps on to be applied monitoring and evaluation every 6 months in order to unit’s performance remain can be implemented. Key words: ISO 9000: 2000, Study cases

Abstrak:

Pengembangan Sistem Manajemen Mutu ISO 9001:2000 dlmaksudkan untuk meningkatkan kinerja organisasi dalam memenuhi harapan pelanggan dengan cara memabsmi, melaksanakan dan memelibam fungsi, tanggung jawab dan keterkaitan antara proses pada setiap elemen, Kondisi upaya penjaminan mutu saat ini pada pelayanan pemeriksaan kualitas air di UPTD Labkesda belum mengacu pada persyaratan Sistem Manajemen Mutu ISO 9001: 2000, sehingga masalah yang dihadapi sekarang pada kegiatan pemeriksaan kualitas air di UPTD Labkesda adalah belum dikembangkannya Sistem Manajemen Mutu ISO 9001: 2000 pada kegiatan pemeriksaan kualitas air di UPTD Labkesda Kabupaten Sawahlunto/Sijunjung. Manfaat dari pengembangan Sistem Mnajemen Mutu ISO 9001: 2000 tersebut diharapkan dapat diterspkan pada produk layanan laboratorium lainnya di UPTD Labkesda dan unit pelayanan kesehatan pada Dinas Kesehatan Kabupaten Sawahlunto/Sijunjung Berkala, belum dilakukan pemantauan kepuasan pelanggan secara berkala, belum dilakukannya audit internal dan analisis data yang berkaitan dengan pemeriksaan kualitas air. ldentifikasi langkah-langkah pengembangan Sistem Manajemen Mutu ISO 900I: 2000 pada pemeriksaan kualitas air di UPTD Labkesda dilakukan oleh tim mutu UPTD Labkeada dengan metode CDMG terhadap semua kesenjangan yang ditemukan. Identifikasi langkab-langkab pengembangan Sistem Manajemen Mutu disarankan untuk diterapkan pada jenls pelayanan laboratorium lain di UPTD Labkesda, Dinas Kesehatan, Puskesmas dan Gudang Farmasi Kcsehatan di Kabupaten Sawahlunto/Sijunjung.

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Development of. ISO 900:2000 Quality Management System purpose is to increase organization performance in fulfilling costumer expectation by understanding, conducting and maintaining function> responsibility and connection between process in each element. Recent condition of quality guarantee effort in examination service of water quality at UPTD Labkesda not yet refer to pre-requirement of ISO 900I:2000 System, which are the process and document pre-requirement not yet known, top management commitment not yet maximally, quality policy and quality aim not yet implemented, vice management not yet assigned management review not yet conducted, personnel competence record not yet available, service realization planning not yet made, distributor assessment not yet done, equipment not yet calibrated continually, costumer satisfaction monitoring not yet done continually, internal audit and data analysis that related with water quality examination not yet conducted. Steps identification of development ofiSO 9001: 2000 Quality Management System in water quality examination at UPTD Labkesda is conduct by quality team of UPTD Labkesda with CDMG method toward all discovered discrepancy. Steps identification of development of ISO 900l: 2000 Quality Management System is suggest to implemented in other laboratory service at UPTD Labkesda, Health Agency, Puskesmas and Health Pharmacy Warehouse in Sawahlunto/Sijunjung Regency.

Abstrak:

Adanya intervensi Global Fund di klinik IMS berupa pelatihan - pelatihan untuk menambah kualifikasi SDM, dana insentif petugas, dana untuk setting ruangan dan alat - alat kesehatan yang diharapkan dapat meningkatkan mutu pelayanan di klinik IMS. Pada kenyataannya ada klinik IMS Puskesmas yang mutu layanannya belum optimal. Tujuan penelitian ini untuk menganalisis inten/ensi Global Fund terhadap mutu layanan di klinik IMS Puskesmas Kecamatan Pasar Rebo dan Puskesmas Kecamatan Tamansari. Penelitian ini mengglmakan rancangan yang secara garis besar mempergunakan pendekatan kualitatif. Penekanan pada pendekatan kualitatif adalah pada upaya penggalian lebih dalam lagi apa yang dipikirkan dan dirasakan seseorang , terutarna penguna/cusoumer serta petugas kesehatan yang ada di klinik Infeksi Menular Seksual. Selain intervensi dari Global jimd (input), peran dukungan Kcpala Puskesmas, monitoring dan evaluasi, juga pada proses yaitu kepatuhan dan konsistensi petugas terhadap SOP sangat berperan untuk menghasilkan output dan dampak/impact yang dapat dilihat di outcome atau kepuasan pasien/customer. Penelitian ini berlangsung pada bulan Maret 2008, dan penelitian inj melibatkan 10 orang informan untuk Wawancara Mendalam/Indepth Interview clan 5 keiompok Focus Group Discussion/DKT (1 kelompok terdiri dari 6 orang) dari 2 (dua) Puskesmas. Informan Wawancara Mendalarn terdiri dari Kepala Puskesmas Kecamatan yang akan memberikan viinformasi strategis tentang kebijakan yang sudah dilaksanakan. Kriteria informan dokter, bidan, petugas laboratorium dan petugas administrasi adalah yang telah dilatih oleh Global Fund atau bertugas di klinik IMS. Sedangkan DKT dilaksanakan di 2 (dua) kelompok PSK yang pemah berobat di klinik IMS, 1 (satu) kelompok pelanggan PSK di wilayah Puskesmas Kecamatan Pasar Robo, serta 2 (dua) kelompok Waria di wilayah Puskesmas Kecamatan Tamansari dari kegiatan Penapisan (outreach). Hasil penelitian menunjukkan bahwa ouput klinik IMS Puskesmas Kecamatan Tamansari yaiiu, jumlah orang berkunjung, jumlah pasien/penderita IMS yang diobati, jumlah pasien/penderita yang diberi kondom dan jumlah pasien/penderita yang diberikan penyuluhan/KIE tahun 2007 prosentasenya menunm dibandingkan pada tahun 2006. Sedangkan Puskesmas Kecamatan Pasar Rebo prosentasenya mengalami kenaikkan yang signiiikan. Kepuasan pasien yang dilihat pada outcome di kedua Puskesmas baik, walaupun ada sedikit masukan untuk perbaikan pelayanan di klinik IMS dan di kegiatan penjangkauan/outreach. Pada outeome yang dioilai adalah akses(|angkauan pelayanan, kenyamanan, keamanan pelayanan, efisiensi, KIE, serta hubungan antar manusia./interpersonal. Klinik IMS am menjadi laaik jika dikelola Semi dengan pelayanan prima (Service Excellent) oleh petugas yang telah mendapatkan pelatihan. Salah satu tugas penting untuk tim kesehatan yang turun pada kegiatan penapisan yaitu mengintervensi kelompok pelanggan PSK dengan memberikan penyuluhan tentang kesehatan, penyakit IMS dan penggunaan kondom yang benar. Tim kesehatan yang melayani klinik IMS sebaiknya tersendiri, tidak mempunyai tugas pokok dan fungsi (Tupoksi) ditempat Iain. Sementara itu ada kegiatan yang harus tluun ke tempat/dacrah rawan HIV/AIDS. Sedangkan target omput dad Global Fund untuk klinik IMS Puskesmas tidak ada. Untuk mengetahui keberhasilan suatu kegiatan seharusnya sudah disusun Standard Pelayanan Minimal (SPM) dan target yang harus dicapai.

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Global Fund's interventions in STI Clinic, which are aplicated through trainings for improving human resources qualiiication, funding in the form of officer incentive, funding for setting room and aid appliance, are expected to increase the clinical service quality at STI Clinic. Practically there is STI clinic in Primary Health Care which has not gain the noted service quality optimally. The purpose of this research is to analyze the intervention of Global Fund to the service quauiy of sri clinic in Primary Health care in PM Reba Subdistrict and Tamansari Subdistrict. Marginally, this research is utilized by qualitative approach. The qualitative approaches are given emphasizely. Those things are applicatcd by the deep interventioning to costumers mind and feeling, especially the care user and also the health officer at Sexual Transmitted Infection Clinic. The costumer satisfaction which is consider as the outcome of the research, is not merely detennined by the Global Fund Intervention but also by the role of Primary Health Care Head Officer, evalution and ixmonitoring activity, the consintency and compliance of the officers in doing the standar operational procedure during the process. This research is conducted in March 2008, included 10 persons as the object of lndepth interview and 5 Focus Group Discussion (1 groups is consist of 6 persons) from 2 Primary Health Care. The strategic information due to the conducted policy was derived from indepth interview with Chief of Primary Health Care Subdistrict. The criteria for the informan such as doctor , midwife, administration officer and laboratory officer are they who had been trained by Global Fund or work in clinic IMS . Focus Group Discussion (FGD) is conducted in 2 ( two) group of CSW which have ever medicinizocd in STI clinic , 1 ( one) group of CSW client who lived in the same region with Primary Health Care of Pasar Rebo Subdistrict, and also 2 (two) group of Trans sexual who lived in region Primary Health Car of Tamansari Subdistrict with the Censorship activity (outreach). The result from this research indicated that output of STI clinic Primary Health Care of Tarnansari Subdistrict that is, the amount of people visited the clinic, the amount of S'l`I patient have their medical attention, the amount of patient who had given for condom and the amount of patient who had given for education (CIE) of the year 2007 have decline on percentages compared to the year of 2006. While at Primary Health Care of Pasar Rebo Subdistrict the percentages has increase significantly. 1 The Patient Satisfaction that can be seen &om the outcome in both Primary Health Cares is good, despite of a few inputs for repair of services in STI clinics and in the outreach activity. For the outcome , the assesment are in the scope of the services, how comfort thc services, security of the services, efficiency, CIE, and also the relation between people (interpersonal).

Abstrak:

Rumah Sakit merupakan salah satu fasilitas pelayanan kesehatan. Pelayanan kesehatan yang sebaik-baiknya harus ditunjang oleh data melalui Sistem Informasi Kesehatan (SIK) dimana informasi yang dihasilkan akan bermanfaat bagi kegiatan manajemen Rumah Sakit, selain untuk monitoring pelayanan kesehatan individual. Penggunaan informasi dalam tingkat manapun membutuhkan informasi yang berkualitas yaitu relevan, berguna pada waktu yang tepat, dapat ditelusuri dan bebas dari kesalahan.Sejak tahun 2000 Rumah Sakit Harum telah memulai uji coba implementasi Sistem Informasi Manajemen Rumah Sakit (SIMRS). Oleh karena itu dibutuhkan suatu studi mengenai pengembangan SIMRS di Rumah Sakit Harum melalui analisis tahap-tahap pengembangan sistem yang sudah dilakukan. Analisis tahap-tahap pengembangan sistem ini menggunakan dan mengkombinasikan model-model dari beberapa konsep sehingga menjadi rumusan kerangka konsep, yaitu SDLC (System Development Life Cycle) yang sering digunakan dalam pengembangan sistem informasi, PDCA (Plan-Do-Check-Act) yang sering digunakan dalam peningkatan kualitas berkesinambungan (Continuous Quality Improvement) serta model IPO (input process-output) yang dapat digunakan untuk perencanaan strategik sebagai salah satu kegiatan dalam pengembangan sistem informasi.Model PDCA digunakan sebagai template atau panduan dalam tahap-tahap pengembangan sistem informasi, dengan beberapa aspek yang berkaitan di dalamnya diambil dan aspek-aspek yang diberikan dalam model SDLC dan PDCA. Panduan tersebut dapat diaplikasikan atau diterapkan pada semua jenis dan ukuran organisasi agar menghasilkan sistem informasi yang sesuai dengan kebutuhan sehingga informasi yang diperoleh dari sistem yang dikembangkan tersebut dapat terus ditingkatkan kualitasnya, selain juga dapat meningkatkan kualitas sistem informasinya.Penelitian ini bertujuan untuk mendapatkan informasi mengenai tahap-tahap pengembangan yang dilakukan oleh RS Harum dalam pengembangan sistem informasinya serta membandingkan dengan tahap-tahap pada template pada kerangka konsep. Data yang dikumpulkan dalam studi ini adalah data kualitatif dengan telaah dokumen, observasi fisik dikonfirmasi dengan wawancara, serta wawancara mendalam. Informan dari studi ini adalah karyawan yang akan ditugaskan menjadi operator dalam sistem informasi yang berasal dari bagian akuntansi, rekam medis dan perawatan, dengan 2 karyawan yang diwawancara dari masing-masing bagian sehingga jumlah seluruh karyawan yang diwawancara adalah 6 karyawan serta 3 informan yang mewakili pihak manajemen serta 1 informan kunci.Dalam studi ini ditemukan bahwa belum dilakukan atau belum terpenuhinya beberapa komponen dalam sebagian tahap pengembangan sistem informasinya. Beberapa tahap yang belum terpenuhi tersebut berhubungan dengan dokumentasi yang menyimpan informasi perkembangan dan kendala yang dihadapi pada tiap tahap pengembangan; dokumentasi mengenai pelatihan dan model untuk operasional dan penanganan kesalahan (error handling); mengenai tim implementasi; mengenai penerimaan operator (user acceptance) serta mengenai organisasi pengelola sistem informasi.Proses pengembangan sistem informasi ini belum berjalan seluruhnya, atau masih melakukan beberapa proses uji coba. Untuk mendapatkan sistem informasi dengan fungsi yang maksimal dan sesuai dengan harapan atau tujuan dari pengembangan sistem informasi, sebaiknya dapat diperhatikan kegiatan-kegiatan yang dapat dilakukan dalam kegiatan uji coba sistem dan untuk selanjutnya dalam kegiatan peningkatan kualitas, dapat diterapkan tahap-tahap yang disediakan model-model peningkatan mutu. Dalam tahap-tahap pada metode PDCA maupun SDLC terdapat contoh kegiatan dan alat ukur yang dapat dipergunakan. Juga disarankan untuk membuat semacam tabel praktis (untuk assessment) yang dapat membantu pendokumentasian mengenai perkembangan atau kendala yang dialami dalam proses pengembangan sistem informasi yang kemudian dapat digunakan untuk kegiatan analisis, menugaskan tim mutu untuk melakukan assessment tersebut, mememperbaiki persepsi operator melalui pelatihan yang kegiatankegiatannya dapat menumbuhkan rasa keterlibatan mereka, serta mempertimbangkan pengorganisasian pengelolaan informasi dengan bentuk yang sesuai dengan kebutuhan Rumah Sakit Harum.

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Study on the Quality of Information System Development in Harum Hospital, Jakarta Timur, 2001Hospital is functioned as health service facility. A fine health service ought to be supported by health data through Health Information System (HIS). Adjacent to that, information that was created also useful to Hospital's management, besides its value to monitor individual health care. The use of information at any level requires qualified information that is, relevant, timeliness, verifiability and error free.Since the year 2000, Harum Hospital had started implementation trial for its Hospital Information System development. The study is done to analyze every phase on information system development that has made by Hospital. The analysis on phases of hospital information system development employs and combines some models as conceptual frame, with each model represent its area of expertise, those are: SDLC (System Development Life Cycle) which is frequently applied in information system development, PDCA (Plan-Do-Check-Act) as a model that is more often than not applied to improve quality continuously and IPO (Input-Process-Output) model which is usually applied to do a strategic planning as one of the activities to develop information system. Qualified information is generated from appropriate information system. The activities in this study is using phases given by PDCA as a template and using some of its applicable aspects with other relevant aspects were taken from subjects in SDLC and TO. The blending of SDLC and IPO into PDCA approach is expected to be applicable to all type and size of organization so, the following information system development can produce suitable information system and as well, the quality of information system can be improved continuously.The purpose of this research is to comprehend the information system development phases that is done by Harum Hospital and how well-suited are those if compared to phases in the template. Data were collected qualitatively with document review, tangible observation with interview and in-depth interview. The information source was choosen from the employees that will be functioned as operators in the information system, they are each 2 employees from accounting department, medical record and nursing with the total of 6 employees, plus 3 information sources that stand for management and 1 key informant.It is shown in this study that phases which are done in the information system development from the first phase to the phase of trial run were not completed entirely if it was compared with phases given by SDLC and PDCA. Phases that are not accomplish suitably was quite important, those are about documentation that kept information on positive changes and obstacle that happens in every phase; documentation about training, operations manual and error handling guidance; about information system institution in the organization; about implementation team; and about user acceptance.The trial and implementation in this information system development activity are not totally occupied and are doing the trial phase by the time this study was completed. To obtain system with maximum function and system that fits to the expectations or objectives of the information system development, it is recommended to give more notification on activities that can be done in system trial, while for the next quality improvement activities, other steps provided by quality improvement's model can be implemented. There are some example of activities and measurement in PDCA and SDLC phases. Those activities are very flexible and very applicable. It is also suggested to make a practical table to manage an assessment and to help recording the improvement or obstacle that occurs in the information system development phases, which it can be used in evaluation activities, it is much useful as well to revise operator's perception and their acceptance about information system through training and evaluation, and also to consider an information organization with a proper form that meets Hospital's needs.

Abstrak: Pelayanan kesehatan yang bermutu saat ini sudah menjadi tuntutan semua pihak, termasuk masyarakat sebagai pengguna jasa, dengan era globalisasi, bertambahnya golongan masyarakat yang mampu, berpendidikan, dan menguasai informasi, masalah mutu pelayanan menjadi tuntutan mutlak. Adapun faktor yang dominan mempengaruhi mutu pelayanan kesehatan di Puskesmas adalah sumber daya manusia, baik yang terlibat dalam manajemen maupun pelayanan. Keluhan(complain) dari pelanggan merupakan indikator dari kurangnya kualitas pelayanan akibat sistem manajemen yang kurang baik. Penelitian ini bertujuan untuk mengetahui hubungan antara karakteristik pelanggan dan upaya manajemen mutu fokus pada pelanggan dengan tingkat kepuasan pasien rawat inap di Puskesmas DTP Kabupaten Bogor tahun 2014. Metode penelitian adalah kuantitatif bersifat analitik deskriptif dengan desain cross sectional. Dengan populasi adalah seluruh pasien rawat inap dan unsur manajemen di Puskesmas DTP Kabupaten Bogorpada tahun 2014. Sampel pada penelitian ini adalah pasien rawat inap sebanyak 181 orang dan 50 unsur manajemen di Puskesmas DTP dari 10 Puskesmas DTP. Hasil penelitian menunjukan bahwa tidak terdapat hubungan antara karakteristik pasien dengan tingkat kepuasan pelanggan, ada hubungan yangbermakna antara upaya manajemen mutu fokus pada pelanggan dengan tingkatkepuasan pasien rawat inap di Puskesmas DTP Kabupaten Bogor tahun 2014,terdapat perbedaan yang bermakna terhadap skor rerata kepuasan diantara pasiendi Puskesmas yang menerapkan upaya manajemen mutu fokus pada pelanggandan yang tidak menerapkan upaya manajemen mutu fokus pada pelanggan.Penulis menyarankan agar pihak manajemen Puskesmas meningkatkandimensi fokus pada pelanggandan proses terkait pelanggan. Kedua dimensitersebutbelum dilaksanakan secara maksimal dalam penerapanupaya manajemenmutu fokus pada pelanggan. Manajemen Puskesmas untuk memperhatikan dimensi tangible dan responsiveness sebagai dimensi mutu pelayanan dengantingkat kepuasan terendah.Melaksanakan survey kepuasan pelanggan secara berkala dengan tools yang sesuai dengan kekhususan Puskesmas agar mendapatkan gambaran kepuasan pelanggan terkini. Kata Kunci : Mutu Layanan, Manajemen Mutu Fokus pada Pelanggan, KepuasanPelanggan.

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Quality health services is now becoming the demands of all parties, including thepublic as service users, with the era of globalization, increasing social groupscapable, educated, and control of information, quality of service issues become anabsolute requirement The dominant factor affecting the quality of health servicesat the health center are human resources, both of which are involved in themanagement and care. Complaints (complaints) from customers is an indicator ofthe lack of quality of service due to poor management system.This study aims to determine the relationship between customer characteristicsand quality management efforts focus on providing customers with the level ofpatient satisfaction in the Puskesmas DTPin Bogor District 2014. Quantitativeresearch method is descriptive analytic cross-sectional design. With a populationis the entire patient care and management elements in the Puskesmas DTPinBogor District 2014. Samples in this study were inpatients as many as 181 peopleand 50 elements in the management of the Puskesmas DTPfrom 10 health centersWith Nursing.The results showed that there is no relationship between the characteristics ofpatients with levels of customer satisfaction, there is a significant associationbetween quality management efforts focus on providing customers with the levelof patient satisfaction in Bogor Regency DTP health centers in 2014, there is asignificant difference in mean scores between patient satisfaction The HealthCenter is implementing a quality management efforts focus on the customer andare not implementing a quality management efforts focuson the customer and notimplementing quality management efforts focus on the customer.The author suggested that health centers improve the management dimensions ofcustomer focus and customer-related processes. Both of these dimensions has notbeen fully implemented in the application of quality management efforts focus onthe customer. Management Health Center to pay attention and responsiveness as atangible dimension of service quality dimensions with the lowest satisfactionlevels. Carry out customer satisfaction surveys on a regular basis with theappropriate tools to get an idea of the specificity of the health center in order torecent customer satisfaction.Keywords: Quality of Service, Quality Management Focus on Customer,Customer Satisfaction.

Abstrak:

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Abstrak: Prosedur tindakan pencegahan dan pengendalian infeksi mutlak harus diterapkan dirumah sakit termasuk di rawat inap. Kegiatan ini bertujuan untuk meminimalkan danmencegah terjadinya infeksi pada pasien, petugas, pengunjung dan masyarakat sekitarfasilitas pelayanan kesehatan. Selain menurunkan tingkat kesakitan dan kematian karenainfeksi nosokomial, pelaksanaan program pencegahan dan pengendalian infeksi yangbaik akan menurunkan biaya kesehatan karena dapat menurunkan lama rawat yangberdampak pada penurunan biaya yang dikeluarkan. Tujuan penelitian ini adalah untukmengetahui gambaran pelaksanaan pencegahan dan pengendalian infeksi di rawat inapRumah Sakit Pusat Otak Nasional. Jenis penelitian ini bersifat deskriptif denganmenggunakan metode penelitian kualitatif. Wawancara mendalam, diskusi grup terarah,dan observasi lansung dilaksanakan terhadap 13 informan. Hasil penelitian menunjukanbahwa pelaksanaan pencegahan dan pengendalian infeksi di rawat inap Rumah SakitPusat Otak Nasional ditinjau dari struktur, proses dan output belum terlaksana sesuaidengan pedoman pencegahan dan pengendalian infeksi yang telah ditetapkan.Pelaksanaan pencegahan dan pelaksanaan infeksi di rawat inap belum optimal karenapelaksanaan kebersihan tangan, penggunaan alat pelindung diri, pemisahan limbahmedis dan penyuntikan yang aman pada sebagian petugas belum dilakukan sesuaistandar serta monitoring dan evaluasi yang tidak dilakukan secara rutin. Jumlah petugasyang masih kurang, tumpang tindih tugas dan kurangnya pelatihan berpengaruh padapelaksanaan tugas pencegahan dan pengendalian. Saran yang dapat dilakukan adalahanalisis beban kerja, meningkatkan pelatihan pada petugas dan monitoring sertaevaluasi pelaksaanan pencegahan dan pengendalian infeksi dilakukan secara rutin.Kata Kunci : Pencegahan dan Pengendalian Infeksi, infeksi nosokomial

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Infection prevention and control procedures must be implemented in hospitals includingthe inpatient care. It is intended to minimize and prevent infection in patients,healthcare workers, visitors, and the community surrounding the healthcare facility.Other than reducing mortality and morbidity rate associated with nosocomialinfections, the right implementation of Infection prevention and control program willalso reduce health costs due to reduced care duration which affects the decrease of thehealth cost expenditure. The purpose of this research is to understand the descriptive ofinfection prevention and control implementation at the inpatient care of the NationalBrain Center Hospital. This study uses a qualitative descriptive research method. In-depth interview, focus group discussion and observation are conducted with 13informants. Results of the study show that based on the structure, process and output,the infection prevention and control implementation at the inpatient care of theNational Brain Center Hospital has been done according to the guidelines of theinfection prevention and control that has been established.. The infection preventionand control implementation at the inpatient care is not yet optimized because of thepractices such as hand hygiene practice, use of personal protective equipment,separation of medical waste and safe injection that have not been done according tostandard and have not been monitored and evaluated routinely. The insufficient numberof healthcare workers, overlapping tasks and lack of training have an effect on theimplementation of Infection prevention and control tasks. Suggestions to be done arerestructuring of the Infection prevention and control organization, analysis ofworkload, the increase of training for healthcare workers and routine monitoring andevaluation of Infection prevention and control implementation.Keywords: Infection Prevention and Control,nosocomial infections.

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For hospital patients, quality health services are not only felt by recovering from physical illness but also regarding patient satisfaction with the attitudes, knowledge and skills of health workers in providing services and the availability of adequate facilities and infrastructure. Patients will be satisfied if the service they receive at least equals or exceeds patient expectations. Meanwhile, the patient feels dissatisfied if the service he receives does not match the patient's expectations. Based on the achievement data of quality indicators at Bakti Timah Mentok Hospital in 2022, there are several quality indicators that have not reached the target. In addition, the number of JKN patient visits at the outpatient installation at Bakti Timah Mentok Hospital in 2020-2022 has also decreased. The purpose of this study was to describe patient satisfaction and interest in revisiting JKN patients at the outpatient installation at Bakti Timah Mentok Hospital in 2023. The study design was cross sectional with a sample size of 120 people. Statistical analysis using Chi Square test or Fisher Exact test. Based on statistical tests to see the relationship between the characteristics of the respondents and the interest in repeat visits, it was found that all of the characteristics of the respondents had p value > 0.05, which means that there was no significant relationship between the characteristics of the respondents and the interest in repeat visits. While the results of statistical tests between respondents' satisfaction on the Tangibles dimension and intention to revisit, it is known that p value > 0.05, which means that there is no significant relationship between respondent's satisfaction on the Tangibles dimension and intention to revisit. And the results of statistical tests between respondents' satisfaction on the dimensions of Reliability, Responsiveness, Assurance and Empathy with interest in repeat visits are known to be p value ≤ 0.05, which means that there is a significant relationship between respondents' satisfaction in the dimensions of Reliability, Responsiveness, Assurance and Empathy with interest in repeat visits. The relationship between patient satisfaction as a whole resulted in p value ≤ 0.05, which means that there is a significant relationship between patient satisfaction and interest in repeat visits. The results of the mapping of service elements in the Cartesian diagram show that 5 (five) service elements are in quadrant A, which means they are a top priority for improvement efforts. The five elements of service are the condition of the patient's waiting room, the availability of medical devices, the availability of types of laboratory examinations, the availability of drugs in the hospital pharmacy installation and the presence of doctors according to the service schedule. Therefore, the Bakti Timah Mentok Hospital must pay more attention to service elements that have not provided maximum satisfaction to patients.