Sistem pelaporan insiden keselamatan pasien merupakan elemen penting dalam upaya mitigasi risiko yang dapat dicegah dalam layanan kesehatan. RSUPN dr. Cipto Mangunkusumo (RSCM) telah menerapkan pelaporan insiden melalui metode manual dan elektronik (e-Report), namun implementasinya belum optimal. Penelitian ini bertujuan mengevaluasi implementasi sistem pelaporan insiden di RSCM dengan pendekatan kualitatif, menggunakan kerangka Donabedian (struktur–proses–hasil) dan strategi perbaikan berbasis Plan–Do–Study–Act (PDSA). Hasil menunjukkan bahwa sistem e-Report belum memenuhi kebutuhan pengguna karena antarmuka tidak intuitif dan tidak tersedianya fitur pelacakan, notifikasi, serta umpan balik. Fragmentasi kanal pelaporan, dominasi laporan manual, serta persepsi bahwa pelaporan adalah beban administratif turut memperlemah budaya pelaporan. Di samping itu, proses tindak lanjut insiden dinilai tidak transparan dan jarang dikomunikasikan kepada pelapor, sehingga menurunkan kepercayaan terhadap efektivitas sistem. Temuan ini menjadi dasar penyusunan rekomendasi pengembangan sistem pelaporan yang terpusat, mudah digunakan, dan didukung pelatihan berbasis unit serta kebijakan pelaporan satu pintu. Pendekatan PDSA digunakan untuk merancang strategi perbaikan sistem yang lebih responsif dan berkelanjutan dalam rangka mendukung peningkatan mutu layanan dan keselamatan pasien.

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The patient safety incident reporting system is a critical component in mitigating preventable risks within healthcare services. Dr. Cipto Mangunkusumo National General Hospital (RSCM) has implemented both manual and electronic (e-Report) methods for reporting incidents. However, its implementation remains suboptimal. This study aims to evaluate the implementation of the incident reporting system at RSCM using a qualitative approach, guided by the Donabedian framework (structure–process–outcome) and the Plan–Do–Study–Act (PDSA) improvement cycle. The findings reveal that the current e-Report system does not sufficiently meet user needs due to an unintuitive interface and the absence of key functionalities such as report tracking, automated notifications, and feedback mechanisms. Additionally, fragmented reporting channels, a predominance of manual submissions, and the perception of reporting as a bureaucratic burden have contributed to a weakened safety culture. The follow-up process is also perceived as lacking transparency and is rarely communicated back to reporters, further reducing trust in the system. These challenges form the basis for recommendations to develop a centralized, user-friendly, and integrated reporting system, supported by unit-based training and a single-channel reporting policy. The PDSA cycle is applied as a strategic framework to design a more responsive and sustainable system that enhances both service quality and patient safety at RSCM.

Sehubungan dengan meningkatnya tuntutan masyarakat terhadap mutu layanan kesehatan, maka fungsi pelayanzm kesehatan secara bertahap harus terus ditingkatkan. Supervisi keperawatan merupakan salah satu upaya untuk meningkatkan kctrampilan petugas pelayanan kesehatan khususnya perawat pelaksana Pcrawat yang trampil akan berdampak pada mutu asuhan keperawatan yang diberikan. Supervisi keperawalan dipengaruhi oleh banyak faktor diantaranya umur, pendidikan, lamakerja penyelia, pelatihan, sarana dan pmsarana, SOP dan bimbingan, serla perawat pelaksana. Tujuan penelitian ini adalah untuk mendapatkan gambaran faktor pada penyelia, faktor pada perawat pelaksana, faktor sarana, faktor SOP, faktor bimbingan dan pelaksanaan supervisi keperawatan. Rancangan pcnelitian adalah croxs sectional, dilakukan di ruang rawat inap Rumah sakit dr Cipto Mangunkusumo pada bulan Mei dan Juni 2001. Populasi penelitian semua kepala ruang rawat inap, adapun sampei total populasi yaitu 47 responden. Hasil penelitian rnenunjukl-can bahwa pclaksanaan supervisi keperawatan di mang rawat inap Rumah Sakit dr Cipro Mangunkusumo berjalan tidak efek1i£ Dari sepuluh variabel indepcndcn yang diteliti, hanya satu yang bermakna yaitu variabel bimbingan terdapat hubungan bcrmakna dengan pelaksanaan supervisi keperawatan. Adapun faktor yang paling dominan berhubungan dengan pelaksanaan supervisi keperawatan adalah bimbingan Pcningkatan mutu pelayanan asuhan keperawatan harus dilakukan SCC312 terus menerus, salah satu upaya adalah dcngan mcngefektiikan pelaksanaan supervisi keperawatan. Melalul program pelatihan khusus supcrvisi keperawatan diharapkan kepala mang rawat inap dapat bekerja sesuai fhngsinya sebagai supervisor tingkat tcrbawah.

As the increase of public demand for the quality of health services, the function of health services shall be gradually improved. Nursing supervision is one etfort to improve the skill of health service officers specially the nurse. The qualified nurse will effect to the quality of nursing care. Nursing supervision is influences many factors, such as age, education, experiences, training, intra structure, standard operating procedures, guidance and the nurse itself. The purpose of this research is to gain infomation between factors of experience, nurse, infra structure, standard procedure, and tutorial to which have more influence to the performance of nursing supervision. Research design is carried out by cross sectional the ward in Dr Cipto Mangunkusumo Hospital during May to June 200l. Research population are all head nurse ofthe wards and total samples population are 47 respondent. The result of this research shows that nursing supervision at wards of Dr Cipto Mangunlcusumo hospital was done effectively. From ten of independent variable to be analysed, only one of which is tutorial give a.n effect to perfonnance of nursing supervision. The improvement of the nursing ServiCCS quality Shall be continually carried out by implementing effective nursing supervision. By special training program of the nursing supervision, head of wards are hoped to with comply to their function as the supervisor to their subordinate.

Mutu pelayanan rumah sakit merupakan salah satu faktor penting yang memengaruhi kepuasan pasien. Pengukuran mutu pelayanan berdasarkan persepsi pasien diperlukan untuk mengidentifikasi kesenjangan antara harapan dan pelayanan yang diterima serta menyusun prioritas perbaikan yang sesuai dengan kebutuhan pasien. Penelitian ini bertujuan menganalisis mutu pelayanan rawat inap di Rumah Sakit An-Nisa Tangerang berdasarkan persepsi pasien menggunakan metode SERVQUAL dan Quality Function Deployment (QFD). Penelitian ini menggunakan desain mixed methods dengan pendekatan kuantitatif dan kualitatif. Pengumpulan data kuantitatif dilakukan terhadap 101 pasien rawat inap menggunakan kuesioner. Pendekatan kualitatif dilakukan melalui workshop expert judgment menggunakan metode QFD untuk menyusun House of Quality (HoQ) dan menentukan prioritas perbaikan pelayanan. Hasil penelitian menunjukkan bahwa seluruh dimensi SERVQUAL memiliki nilai gap negatif dengan nilai gap total sebesar -2,47. Dimensi reliability memiliki nilai gap terbesar (-0,78), diikuti responsiveness (-0,59), empathy (-0,45), assurance (-0,42), dan tangible (-0,23). Terdapat perbedaan mutu pelayanan berdasarkan usia pada SERVQUAL total (p=0,017) dan dimensi reliability (p=0,009), berdasarkan tingkat pendidikan pada SERVQUAL total (p=0,034), dimensi assurance (p=0,011), dan dimensi empathy (0,038), Serta berdasarkan jenis perawatan pada dimensi tangible (0,013). Tidak terdapat perbedaan mutu pelayanan berdasarkan jenis kelamin, lama rawat inap, dan kelas perawatan. Hasil QFD menghasilkan tujuh prioritas technical response, yaitu optimalisasi peran perawat primer terkait informasi, orientasi pasien rawat inap terkait kebijakan dan tindakan di rumah sakit, monitoring NEPIL per 2 jam, standarisasi penyampaian informasi discharge planning, monitoring kepatuhan dokter jaga dan spesialis dalam edukasi dan informasi, penguatan monitoring kebersihan oleh koordinator ruangan, serta training petugas kebersihan.

Hospital service quality is one of the important factors influencing patient satisfaction. Measuring service quality based on patients' perceptions is necessary to identify the gap between expectations and the service received, as well as to establish improvement priorities that align with patients' needs. This study aims to analyze the quality of inpatient services at Annisa Hospital Tangerang based on patients' perceptions using the SERVQUAL method and Quality Function Deployment (QFD). This research employed a mixed-methods design combining quantitative and qualitative approaches. Quantitative data were collected from 101 inpatients using a questionnaire. The qualitative approach was carried out through an expert judgment workshop using the QFD method to construct a House of Quality (HoQ) and determine service improvement priorities. The results showed that all SERVQUAL dimensions had negative gap values, with a total gap value of -2.34. The reliability dimension had the largest gap value (-0.78), followed by responsiveness (-0,59), empathy (-0,45), assurance (-0,42), and tangible (-0,23). There were significant differences in service quality based on age for total SERVQUAL (p=0.017) and the reliability dimension (p=0.009); based on education level for total SERVQUAL (p=0.034), the assurance dimension (p=0.011), and the empathy dimension (p=0.038); and based on type of care for the tangibles dimension (p=0.013). No differences in service quality were found based on gender, length of hospital stay, or ward class. The QFD results produced seven priority technical responses: optimizing the role of primary nurses in providing information, orientation for inpatients regarding hospital policies and procedures, monitoring of NEPIL every 2 hours, standardization of discharge planning information delivery, monitoring the compliance of on-duty and specialist physicians in providing education and information, strengthening cleanliness monitoring by ward coordinators, and training for cleaning staff.