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This study is focusing on the Zero Complaint policy and its implementation in Bhayangkara Tk I R Said Sukanto Hospital. The study reviewed hospital environmental conditions, the relationships between unit in hospital, hospital resources, and characteristics and capabilities of Humsar Dumas Unit. This study is a descriptive qualitative research. The study revealed that there are several factors which are not supporting the implementation of Zero Complaint policy, which include human resources constraints, socio-cultural, the involvement of program beneficiaries from environmental condition factor, commitment of bureaucracy, personnel skills, communication within the unit, unit leadership, and executive commitment from characteristic and capabilities of Humsar Dumas Unit. Nevertheless the results of policy implementation Zero Complaint has reached a predefined goal and managed to create a better change for the hospital, both internally and externally.
Meassurement of hospital performance can provide a strong foundation for solving existing problems and is needed to improve the quality of care service. This thesis assesses the quality performance of hospital organization using Malcolm Baldrige For Performance Excellence based on seven criteria: Leadership, Strategy Planning, Costumers Focus, Meassurement, Analysis and Management Knowledge, Work Focus, Operation Focus and Result. This research is based on a qualitative research by collecting information about organizational performance through in-depth intervies and secondary data. Based on the results of the study, in each criteria also elaborated opportunities for improvement that can be done by the hospital to improve the quality performance of the organization. This research is a descriptive analytic research with qualitative approach which represent the condition of The Radiology Installation Of The R. Said Sukanto Kramat Jati Central Police Hospital based on Malcolm Baldrige Criteria. The result of the analysis showed that the score of 247,9 is in Early Development. With the result, in applying the Approach not yet systematic because there are still no special methods that are used effectively in accordance with the key fac-tor. Deployment of the Approach that has been used in the organization is only limited to certain areas but cannot be thoroughly explored.
Kata kunci:penilaian kesiapan; rekam medis elektronik; teknologi informasi kesehatan
The application of technology in the health sector is to improve quality, efficiency, andcost-effectiveness. Electronic medical records is a patient data that require digital inhospital management systems are needed to improve quality and patient safety.Publishing electronic medical records in Indonesia is just beginning to be developed andnot optimal. It is necessary to discuss the pre-implementation process or readinessassessment that aims to evaluate the preparedness of the organization component toachieve the successful implementation of the program. This study aimed to prove thefactors and indicators that comply with a readiness assessment for electronic medicalrecords in Indonesian hospitals. This study uses a literature review method with PubMed,ProQuest, Google Scholar, Sinta Indonesia, and Garuda databases. The results based on10 pieces of research, found 4 factors, such as organizational culture (culture, theinvolvement of all parties, project plan development), management and leadership(executive teams, finance, strategic plans, quality improvement and care management,),operational readiness (workflow design, integration system, policy, vendor management,staff needs, training), and technical readiness (use of existing technology, technical needsassessment, management and staff of information technology). The researcherrecommended for the hospital to do the readiness assessment by using the instrumentsthat have been made in this study.
Key words:electronic medical record; health information technology; readiness assessment.
Transformasi digital di bidang kesehatan menjadi prioritas nasional melalui kebijakan
Kementerian Kesehatan Republik Indonesia, salah satunya mewajibkan setiap fasilitas
pelayanan kesehatan untuk mengimplementasikan Rekam Medis Elektronik (RME)
sebagaimana diatur dalam Permenkes No. 24 Tahun 2022. Namun, keberhasilan
implementasi RME tidak hanya ditentukan oleh kesiapan organisasi sebelum
pelaksanaan, tetapi juga pasca implementasi guna memastikan keberlanjutan sistem.
Penelitian ini bertujuan untuk mengevaluasi kesiapan organisasi pasca implementasi
RME di Klinik Diana Medika serta menganalisis interaksi antara kapasitas struktural dan
psikologis. Penelitian ini menggunakan pendekatan kualitatif dengan metode wawancara mendalam. Analisis data dilakukan berdasarkan kerangka penilaian California Association of Family Physician (CAFP) dan teori kesiapan organisasi dari Weiner (2009). Hasil penelitian menunjukkan bahwa kesiapan secara psikologis di Klinik Diana Medika tergolong tinggi, yang tercermin dari komitmen terhadap perubahan dan efikasi perubahan individu. Namun, dari sisi struktural, terdapat beberapa kerentanan seperti belum adanya struktur formal pengelola RME, ketergantungan pada vendor, keterbatasan pelatihan berkelanjutan, serta belum adanya anggaran khusus. Ditemukan pula adanya kesenjangan antara pengetahuan dan tindakan (knowing-doing gap) serta fenomena gunung es, di mana kesiapan yang tampak secara psikologis tidak sepenuhnya mencerminkan kesiapan struktural. Penelitian ini menyimpulkan bahwa meskipun individu dalam organisasi memiliki kesiapan psikologis yang kuat, tetap diperlukan penguatan aspek struktural untuk mencapai implementasi RME yang optimal dan berkelanjutan.
Digital transformation in the health sector has become a national priority under the policy of the Ministry of Health of the Republic of Indonesia, one of which mandates the implementation of Electronic Medical Records (EMR) in all healthcare facilities, as regulated in Ministerial Regulation No. 24 of 2022. However, the success of EMR implementation depends not only on organizational readiness prior to implementation but also on post-implementation evaluation to ensure sustainability. This study aims to evaluate the organizational readiness after EMR implementation at Diana Medika Clinic and to analyze the interaction between structural and psychological readiness. The study employs a qualitative approach using in-depth interviews. Data analysis was conducted using the Californian Association of Family Physician (CAFP) framework and Weiner’s theory of organizational readiness for change (2009). The findings indicate that psychological readiness at Diana Medika Clinic is high, reflected in strong commitment to change and high efficacy among staff. However, structural readiness shows several vulnerabilities, such as the absence of a formal EMR management team, dependency on vendors, limited ongoing training, and the lack of a dedicated budget. The study also identified a knowing-doing gap and an iceberg phenomenon, where the visible psychological readiness does not fully reflect the underlying structural conditions. In conclusion, although individuals in the organization demonstrate strong psychological readiness, structural aspects must be strengthened to achieve optimal and sustainable EMR implementation