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This thesis discusses the measurement of Quality Quality in Kirana's Eye Healthcare Unitbased on International Standard for Excellence Service (TISSE 2012). The fall incustomer satisfaction indicates that there are factors that make up for this. Evaluationefforts are conducted through the TISSE 2012 approach to find out more in depth what isthere and remedial measures. This research uses descriptive quantitative research methodand qualitative method by knowing procedure of rapid assessment procedure (RAP),descriptive quantitative method conducted to audit result. While the qualitative method isconducted to discuss the relationship between policy components, places, products /services, processes and people with customer satisfaction, as well as interviews to get thedeeper information required. The results obtained that the audit score is 605.15 (61%) ofthe total score requested by the standard. From the total score results Found, theorganization has reached a level of commitment in service. While the scores for eachcomponent were 77.6 points (73%) for the policy, 55.62 points (56%) for the spot, 36.25points (36%) for the product, 73.75 points (74%) for process, 109.75 points (55%) forpeople, 72.51 points (73%) for performance measurement, and 184.64 points (62%) formeasurement results. Components that need attention and priority in effort improvementsto the service component, service on the elements of service that is a classic achievementof the product component. After doing the analysis, you can choose different amounts foreach element. Improvement efforts that must be followed up immediately are to providecertainty that the product is genuine, timely response to each service, update of anyinformation to be published, explanation and publication of service tariff, patienteducation program needed and related to eye service, and increase staff and projectfeedback as inputs in service improvement and improvement. These things are veryinfluential on patient satisfaction.Keywords:Standard TISSE 2012, service excellence, quality improvement, customer satisfaction.
Penelitian ini membahas Mutu Keramahan Pelayanan Puskesmas Penyengat Olak Kabupaten Muaro Jambi menggunakan Model Gap SERVQUAL di latarbelakangi masih terdapat keluhan pasien terhadap unsur non klinis khususnya perilaku keramahan petugas, meskipun layanan secara keseluruhan dinilai ‘’Baik’’. Menggunakan metode kualitatif dengan desain studi kasus explorative, data didapat dari wawancara mendalam kepada 15 pasien, 14 petugas pelayanan, dan 5 informan manajemen,observasi langsung dan Focus Group Discussion (FGD),serta dilakukan juga triaggulasi sumber dan metode.Temuan penelitian menunjukan masih terdapat kesenjangan (Gap) di lima tahapan Model SERVQUAL, Gap 1, meski manajemen sebenarnya sudah memahami harapan pasien, tetapi cara melihat arti keramahan sedikit berbeda dengan yang diinginkan pasien. Gap 2, manajemen belum mampu menuangkan harapan pasien sepenuhnya ke SOP. Gap 3 pelaksanaan di lapangan belum selalu sama dengan aturan yang ada, terutama diunit tertentu, Gap 4, janji layanan yang sebagaian kecil masih berbeda, Gap 5 sebagain kecil menyampaikan perbedaan antara pelayanan yang diinginkan dengan yang dirasakan terutama di unit tertentu yaitu pendaftran dan informasi. Pasien berharap keramahan lebih pada unsur yang dapat dirasakan secara emosional, dan manusiawi ditandai dengan kecepatan petugas merespon kehadirannya dengan menyapa lebih dulu, dengan ekspresi yang tidak kaku, datar, atau terbebani, berbicara dengan posisi tubuh menghadap ke pasien dan kontak mata secara wajar, jadi terasa akrab, tidak dihalangi aktivitas lain yang tidak terkait dengan pasien.Sementara petugas menilai keramahan lebih pada unsur teknis yaitu dengan ukuran sudah terlaksananya SOP. Unsur Keramahan yang dominan dalam penelitian ini adalah Welcome, Efficiency, Empathy, Acknowledgement, Servitude, dan Safety. Kesimpulan dari penelitian ini, bahwa mutu keramahan di Puskesmas Penyengat Olak dinilai baik oleh sebagian besar pasien, kecuali pada unit tertentu dan masih terdapat celah (Gap) ditiap rangkaian model Gap SERVQUAL, paling krusial di Gap 2, karena mempengaruhi pelaksanaan Gap 3, 4, akibatnya keramahan yang di rasakan pasien masih bergantung pada inisiatif petugas karena belum tersistem. Perlu memperkecil tiap Gap dan memperkuat Gap 2 agar mutu keramahan meningkat secara sistem, sehingga pelaksanaanya dapat lebih konsisiten terukur dan ditingkatkan secara berkesinambungan.
This study discusses the quality of hospitality in the services provided by the Penyengat Olak Community Health Center in Muaro Jambi Regency using the SERVQUAL Gap Model. This study was motivated by the fact that there are still patient complaints about non-clinical elements, particularly the hospitality of staff, even though the overall service is rated as “Good.” Using a qualitative method with an exploratory case study design, data were obtained from in-depth interviews with 15 patients, 14 service staff, and 5 management informants, direct observation, and Focus Group Discussions (FGD), as well as triangulation of sources and methods. The research findings show that there are still gaps in the five stages of the SERVQUAL Model. Gap 1, management actually understands patient expectations, but their interpretation of friendliness differs slightly from what patients want. Gap 2, management has not been able to fully incorporate patient expectations into SOPs. Gap 3, implementation in the field is not always in line with existing regulations, especially in certain units. Gap 4, some service promises are still different. Gap 5, some express differences between the desired service and the perceived service, especially in certain units, namely registration and information. Patients expect hospitality more in terms of emotional and humanness, which is characterized by the speed with which staff respond to their presence by greeting them first, with expressions that are not stiff, flat, or burdened, speaking with their bodies facing the patient and making natural eye contact, so that they feel familiar and are not distracted by other activities unrelated to the patient. Meanwhile, staff assess hospitality more on technical elements, namely the extent to which SOP have been implemented. The dominant elements of hospitality in this study are Welcome, Efficiency, Empathy, Acknowledgement, Servitude, and Safety. The conclusion of this study is that the quality of hospitality at the Penyengat Olak Public Health Center is considered good by most patients, except in certain units, and there are still gaps in each series of the SERVQUAL Gap model, most crucially in Gap 2, because it systematically affects the implementation of Gaps 3 and 4. As a result, the hospitality felt by patients still depends on the initiative of the staff because it is not yet systematic. Therefore, it is necessary to reduce each gap and strengthen Gap 2 so that the quality of hospitality can be improved systematically, so that its implementation can be more consistent, measurable, and continuously improved.
Pencapaian cakupan imunisasi hepatitis B1 pada bayi 0-7 han merupakan salah satu indikator mutu pelayanan yang dilakukan oleh penolong persaliman. (bidan), indikator tersebut menunjukan tamptlan kerja bidan apakah semua bayi yang persalinanya ditolong oleh bidan diberikan imunisasi hepatitis B1 atau tidak. Tampilan hasil kerja merapakan salah satu gambaran perilaku individu atau kelompok dari tingkat kepatuhannya terhadap standar pelayanan yang ada. Di Kabupaten Pandeglang angka pencapaian imunisasi hepatitis B1 pada bayi 0 - 7 hari masth sangat rendah (34.2%) tahun 2004, sementara angka cakupan persalinan yang ditolong oleh bidan sebesar 57,6 % . Dengan kondisi ini dapat diasumsikan adanya faktor -faktor yang berpengaruh terhadap pemberian imunisasi Hepatitis B1 pada bayi 0-7 hari oleh bidan pada pertolongan persalinan. Salah satu faktor yang berpengaruh adalah standar pelayanan imunisasi befum sepenuhnya dilaksanakan oleh bidan khususnya imunisasi hepatitis B1 pada bayi 0 - 7 hari. Penelitian ini dilakukan untuk melihat kepatuhan bidan dalam melaksanakan standar pelayanan imunisasi hepatitis B! pada bayi 0-7 hari. Penelitian ini menggunakan 2 (dua) pendekatan yaitu pertama kualitatif dilakukan dengan elaborasi kepustakaan dan elaborasi dikalangan pelaksana dengan wawancara mendalam. Hasil elaborasi ini menghasilkan kerangka empiris dan kuesioner final yang akan digunakan untuk tahap berikutnya. kedua tahap kuantitatif dengan menggunakan desain cross sectional. Hasil penelitian menggambarkan bahwa responden (bidan) yang menunjukan kepatuhan terhadap standar pelayanan imunisasi hepatitis B pada bayi 0-7 hari iebih banyak yang patuh dibandingkan dengan responden yang tidak patuh. Sedangkan variabel independent yang mempunyai hubungan bermakna terhadap kepatuhan responden (bidan) dalam melaksanakan standar pelayanan imunisasi hepatitis B pada bayi 0-7 hari adalah variabel pengetahuan, sarana, imbalan, supervisi, motivasi dan pandangan bidan terhadap tradisi masyarakat, Dart semua variabel yang berhubungan signifikan, variabel motivasi merupakan variabel yang paling dominan. Memang dalam kaitanya dengan pelaksanaan imunisasi, seorang petugas akan termotivasi untuk melaksanakan standar pelayanan imunisasi, bila diyakini benar bahwa tindakannya akan menghantarkan ke suatu penilaian kinerja, penilaian yang baik akan mendorong untuk mendapatkan kebutuhan yang diharapkan, dimana kebutuhan tersebut akan memuaskan pribadi petugas. Sehingga upaya peningkatan mutu pelayanan dalam penelitian ini, faktor yang paling penting dalam perbaikan adalah dengan pendekatan pada proses. Identifikasi, penentuan prioritas dan penentuan penyebab potensial masalah dalam penelitian ini difokuskan kepada motivast petugas yang akan mempengaruhi terhadap kepatuhanya dalam melaksanakan standar pelayanan imunisasi hepatitis B pada bayi 0-7 hari. Upaya perbaikan mutu pelayanan yang berkesinambungan ini menggunakan siklus PDCA(Plan-Do-Check-Action). Dalam penelitian ini penulis memberikan saran kepada Dinas Kesehatan dan Puskesmas di Kabupaten Pandeglang agar dalam meningkatkan mutu pelayanan kesehatan selalu berorientasi pada perbaikan yang terus-menerus dan berkesinambungan pada simpul proses, sehingga tidak memberikan dampak pemborosan. Dalam memenuhi semua Kebutuhan fasilitas, sarana dan dukungan sebaiknya lebih meningkatkan advokasi kepada semua pengambil kebijakan di setiap jenjang, schingga semua yang diperlukan dapat menunjang keberhasilan program imunisasi tersebut.
Attainment of Coverage immunize hepatitis BI at baby 0-7 day represent one of indicator quality of service conducted by birth helper (midwife), this indicator as performance of midwife work, whether all baby which helped by midwife given to by immunize hepatitis B1 or not. Appearance result of job represent one of behavioral picture of individual or group of people from level of his compliance to standard of existing service. In Pandeglang District the number of attainment immunize hepatitis Bi at baby 0 - 7 day still be very low ( 34,2%) year 2004, whereas number of coverage is copies with helped by midwife of equal to 57,6 . With this condition can be assumed by a factor existence factor having an effect on to gift immunize Hepatitis Bl at baby 0-7 day by midwife that help the birth. One of factor having an effect on standard of service immunize not yet full executed by midwife specially immunize hepatitis Bi at baby 0 - 7 day. This research is conducted to see compliance of midwife in executing standard of service immunize hepatitis B1 at baby 0-7 day. This research use 2 ( two) of phase that is first of phase is qualitative conducted by elaborasi is reference and elaborasi of among executor with circumstantial interview. result of this Elaborasi yield empirical framework and kuesioner of final to be used for the next phase. second of quantitative phase by using desain cross sectional. The result of research that responder (midwife) which compliance to service standard immunize hepatitis B at baby 0-7 day, proportional compliance responder more than which not compliance, While variable independent having relation have a meaning to responder compliance in executing service standard immunize hepatitis B at baby 0-7 day, is knowledge vanable, reward, supervise, midwife view and motivation to tradition socialize, From all coresponding variable of signifikan, variable motivate to represent most dominant variable. It is true that the relationship immunization activities, a worker will be motivated to do service standard immunize, 1f believed by correctness that his, action will send to a performance assessment, good assessment will push to get requirement expected, where the requirement will gratify worker person. So that, the improvement quality of service in research, the determinant this improvement factor in repair is with approach of process. Identify, potential cause determination and priority determination of internal issue this research is focussed to worker motivation to influence to compliance in service standard immunize hepatitis B at baby 0-7 day. Strive repair of quality of continual service use cycle PDCA (Plan-DoCheck-Action). In this reaserch, the writer suggest to health District office and public health service in Pandeglang District to increase the quality health service that focus to continous improvement ai processing, so that not extravagance impact. In fulfilling all facility requirement, support and medium better more improve advokasi to all policy taker in every ladder, so that all that is needed can support efficacy program to immunization