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Retno Palupi; Pembimbing: Agustin Kusumayati, Dumilah Ayuningtyas; Penguji: Vetty Yulianty Permanasari, Mulyadi Muchtar, Sarah Zaidan
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Persaingan antar rumah sakit memberikan pengaruh dalam manajemen rumah sakit baik milik pemerintah, swasta dan asing dengan tujuan akhir adalah untuk meningkatkan pelayanan Sarana pelayanan kesehatan di era globalisasi ini, berupaya meningkatkan kualitas jasa yang ditawarkan kepada masyarakat. Hal ini disebabkan karena kualitas jasa dapat digunakan sebagai alat untuk mencapai keunggulan kompetitif.
Pelayanan farmasi di rumah sakit merupakan suatu bagian atau fasilitas di rumah sakit. Unit farmasi adalah salah satu revenue center di rumah sakit dimana mempunyai pengaruh besar terhadap pendapatan rumah sakit. Kinerja layanan unit farmasi dapat diukur dari lamanya waktu tunggu pelayanan dalam proses penyiapan obat sesuai resep dokter.
Penelitian ini bertujuan untuk mengetahui penyebab ketidak berhasilan pencapaian Key Performance Indikator (KPI) unit farmasi rawat jalan,melakukan pengembangan standar yang dibutuhkan, mengidentifikasi gap analysis yang ada dan membuat action plan guna peningkatan kualitas pelayanan.
Penelitian ini bersifat deskriptif, dengan pendekatan kuantitatif dan kualitatif secara pengamatan (observasional), telaah dokumen dan wawancara mendalam. Teknik penelitian ini adalah teknik triangulasi data, guna penguatan informasi-informasi dengan beberapa cara untuk mengurangi bias yang ada.
asil penelitian ini menunjukkan tren jumlah resep yang masuk pada hari, shift dan jam tertentu, dimana berguna untuk pengaturan komposisi staf yang ada. Selain itu penelitian ini menunjukkan adanya ketidak efisen an waktu proses pada tahap penerimaan resep dan penyerahan resep. Dan penelitian ini menyarankan adanya pengitungan ulang terhadap pola ketenaan unit farmasi rawat jalan.
Competition among hospitals provide hospital management influence in both government-owned, private and foreign with the ultimate goal is to improve health care facilities in this era of globalization, working to improve the quality of services offered to the public. This is because the quality of service can be used as a tool to achieve competitive advantage.
Pharmacy services in hospitals is a part of the hospital or facility. Pharmaceutical unit is one revenue center at the hospital, which had a major impact on hospital revenue. Pharmaceutical unit service performance can be measured by the length of the waiting time in the service of the process of preparing the drug as prescribed.
This study aims to determine the cause of the unsuccessful achievement of Key Performance Indicators (KPI) outpatient pharmacy unit, to develop the required standards, identifying a gap analysis of existing and create action plan to improve the quality of care.
This is a descriptive study, with quantitative and qualitative approaches in the observations (observational), document review and in-depth interviews. This research technique is the technique of triangulation of data, in order to strengthen the information in several ways to reduce the bias that exists.
Results of this study show a trend in the number of prescriptions coming days, shifts and hours specified, which is useful for setting the composition of existing staff. Moreover this study showed a lack of time efisen an admission process at the stage of recipes and recipe submission. And this study suggests a re-calculation of the pattern ketenaan outpatient pharmacy unit.
T-3963
Depok : FKM-UI, 2013
S2 - Tesis Pusat Informasi Kesehatan Masyarakat
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Bulan Kamillah; Pembimbing: Puput Oktamianti; Penguji: Masyitoh, Situ Fatimah, Ryan Augustian
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Peningkatan jumlah kunjungan pasien Jaminan Kesehatan Nasional (JKN) di RS Islam Jakarta Pondok Kopi berdampak langsung pada meningkatnya beban kerja Unit Farmasi Rawat Jalan, khususnya dalam pelayanan resep obat. Data rumah sakit menunjukkan bahwa waktu tunggu pelayanan resep pasien JKN masih melebihi standar pelayanan yang ditetapkan, terutama pada pelayanan resep obat jadi/nonracikan. Kondisi ini berpotensi menimbulkan keluhan pasien, menurunkan kepuasan, serta memengaruhi mutu pelayanan farmasi rawat jalan. Penelitian ini bertujuan untuk menganalisis waktu tunggu pelayanan resep obat jadi/nonracikan pasien JKN di Unit Farmasi Rawat Jalan RS Islam Jakarta Pondok Kopi dengan menggunakan pendekatan manajemen lean. Penelitian ini menggunakan desain operational research dengan pendekatan kuantitatif deskriptif dan kualitatif. Pendekatan kuantitatif dilakukan melalui time and motion study untuk mengukur waktu tunggu, lead time, cycle time, value added time, dan non value added time. Pendekatan kualitatif dilakukan melalui wawancara mendalam dan telaah dokumen untuk menggali hambatan pelayanan serta faktor penyebab terjadinya pemborosan. Analisis dilakukan dengan menggunakan Value Stream Mapping untuk memetakan kondisi awal dan kondisi setelah perbaikan, identifikasi aktivitas value added dan non value added, analisis waste, diagram Pareto, diagram fishbone, serta penerapan lean tools secara terbatas seperti 5S, Kanban, dan Spaghetti Diagram. Hasil penelitian menunjukkan bahwa lamanya waktu tunggu pelayanan resep pasien JKN dipengaruhi oleh tingginya volume resep, keterbatasan tenaga kefarmasian, alur kerja yang belum efisien, pergerakan petugas yang belum optimal, serta pemanfaatan sistem informasi yang masih perlu diperkuat. Identifikasi waste menunjukkan bahwa aktivitas waiting, overprocessing, dan defect merupakan pemborosan yang dominan dalam proses pelayanan. Setelah dilakukan uji coba perbaikan terbatas berbasis manajemen lean, terjadi penurunan waktu tunggu pelayanan resep obat jadi/nonracikan. Rata-rata lead time menurun dari 2 jam 15 menit 13 detik pada kondisi current state menjadi 58 menit 34 detik pada kondisi future state. Penurunan ini menunjukkan bahwa perbaikan alur kerja, penataan area kerja, penerapan sistem Kanban, dan penguatan koordinasi antarunit dapat menurunkan aktivitas non value added serta mempercepat proses pelayanan. Kesimpulan penelitian ini menunjukkan bahwa pendekatan manajemen lean dapat digunakan untuk mengidentifikasi sumber inefisiensi dan mengurangi waktu tunggu pelayanan resep obat jadi/nonracikan pasien JKN di Unit Farmasi Rawat Jalan. Rekomendasi penelitian ini meliputi evaluasi waktu tunggu secara berkala, penyesuaian jumlah tenaga kefarmasian dengan beban kerja, penguatan sistem informasi, standardisasi alur kerja, serta keberlanjutan penerapan lean tools untuk mendukung peningkatan mutu pelayanan farmasi rawat jalan.
The increase in the number of National Health Insurance (JKN) patient visits at Jakarta Pondok Kopi Islamic Hospital has had a direct impact on the workload of the Outpatient Pharmacy Unit, particularly in prescription services. Hospital data show that waiting times for JKN patient prescription services still exceed established service standards, especially for ready-to-use/non-compounded medications. This situation has the potential to lead to patient complaints, lower satisfaction, and affect the quality of outpatient pharmacy services. This study aims to analyze the waiting time for ready-to-use/non-compounded medication prescriptions for JKN patients at the Outpatient Pharmacy Unit of Jakarta Pondok Kopi Islamic Hospital using a lean management approach. This study employed an operational research design with both descriptive quantitative and qualitative approaches. The quantitative approach involved a time-and-motion study to measure waiting time, lead time, cycle time, value-added time, and non-value-added time. The qualitative approach utilized in-depth interviews and document reviews to identify service barriers and factors contributing to waste. Analysis was performed using Value Stream Mapping to map the initial conditions and conditions after improvement, identify value-added and non-value-added activities, analyze waste, and utilize Pareto diagrams, fishbone diagrams, and a limited application of lean tools such as 5S, Kanban, and Spaghetti Diagrams. The research findings indicate that the waiting time for prescription services for JKN patients is influenced by high prescription volume, limited pharmacy staff, inefficient workflows, suboptimal staff movement, and the need to strengthen the use of information systems. The identification of waste revealed that waiting, overprocessing, and defects are the dominant forms of waste in the service process. Following a limited pilot improvement project based on lean management, there was a reduction in waiting times for ready-to-use and non-compounded prescription services. The average lead time decreased from 2 hours, 15 minutes, and 13 seconds in the current state to 58 minutes and 34 seconds in the future state. This reduction demonstrates that workflow improvements, workspace reorganization, the implementation of the Kanban system, and strengthened inter-unit coordination can reduce non-value-added activities and accelerate the service process. The conclusion of this study indicates that the lean management approach can be used to identify sources of inefficiency and reduce waiting times for ready-to-dispense and non-compounded prescription services for JKN patients in the Outpatient Pharmacy Unit. The recommendations of this study include periodic evaluation of wait times, adjusting the number of pharmacy staff to match the workload, strengthening the information system, standardizing workflows, and continuing the application of lean tools to support improvements in the quality of outpatient pharmacy services.
T-7699
Depok : FKM-UI, 2026
S2 - Tesis Pusat Informasi Kesehatan Masyarakat
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Hanifah Iskhia Dilla; Pembimbing: Wahyu Sulistiadi; Penguji: Robiana Modjo, Adang Bachtiar, Septo Pawelas Arso, Budi Yunanto
Abstrak:
Alur pelayanan rumah sakit yang profesional di tuntut agar dapat dijalankan dengan baik dan sesuai dengan yang diinginkan pengguna jasa kesehatan dengan mengutamakan patient safety dan mutu pelayanan. Salah satu alur pelayanan di rumah sakit adalah pelayanan rawat jalan. RS X memiliki pelayanan rawat jalan dengan kunjungan yang terus meningkat setiap tahunnya dan banyaknya komplain terkait pelayanan rawat jalan yang menjadi hambatan terhadap alur rawat jalan. Penelitian ini menggunakan metode kualitatif berupa wawancara dan observasi dengan memakai konsep lean thinking. Observasi dibagi menjadi 5 proses: pasien tanpa pemeriksaan penunjang, pasien control rawat inap dan control rawat jalan dengan penunjang, pasien dengan pemeriksaan penunjang dari perawat, pasien dengan pemeriksaan penunjang dari dokter, dan pemeriksaan penunjang dari perawat dan dokter. Hasilnya menunjukkan adanya temuan berupa waste defect, overproduction, waiting, transportation, inventory, motion dan excess processing. Proses yang paling lama dan banyak ditemukan waste adalah pada proses pemeriksaan penunjang dari perawat dan dokter. Seluruh waste tersebar pada beberapa unit dalam pelayanan rawat jalan RS X. Usulan perbaikan jangka pendek diberikan berupa pemberian arahan serta teguran kepada petugas agar tidak perlu mengulang pekerjaan, pembuatan banner petunjuk serta alur pelayanan dan penerapan 5S. Usulan perbaikan jangka panjang yang diberikan berupa perbaikan alur pelayanan rawat jalan dengan mempertimbangkan pengurangan waste yang ditemukan
The flow of professional hospital services is demanded to be carried out properly and in accordance with what health service users want by prioritizing patient safety and quality of service. One of the service lines in the hospital is outpatient services. RS X is a hospital with outpatient services that has an increasing number of visits every year. However, this has resulted in many complaints regarding outpatient services which are an obstacle to the outpatient flow. The concept of lean thinking is used so that outpatient services at RS X can be improved. Until later it will be given improvements to outpatient flows through proposals to improve outpatient flows using simulation applications. This research uses qualitative methods in the form of interviews and observations. Observation is divided into 5 processes: patients without supporting examinations, inpatient control patients and outpatient control with support, patients with supporting examinations from nurses, patients with supporting examinations from doctors, and supporting examinations from nurses and doctors. As a result, waste was found in the form of waste defects, overproduction, waiting, transportation, inventory, motion and excess processing. The process that is the longest and the most waste is found in the supporting examination process from nurses and doctors. All of the waste is scattered in several units in the outpatient services of X Hospital. Proposals for short-term improvements are given in the form of giving directions and warnings to officers so that they do not need to repeat work, making banner instructions as well as service flow and implementation of 5S. The proposed long-term improvement is to improve outpatient service flow by considering the reduction of waste found
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The flow of professional hospital services is demanded to be carried out properly and in accordance with what health service users want by prioritizing patient safety and quality of service. One of the service lines in the hospital is outpatient services. RS X is a hospital with outpatient services that has an increasing number of visits every year. However, this has resulted in many complaints regarding outpatient services which are an obstacle to the outpatient flow. The concept of lean thinking is used so that outpatient services at RS X can be improved. Until later it will be given improvements to outpatient flows through proposals to improve outpatient flows using simulation applications. This research uses qualitative methods in the form of interviews and observations. Observation is divided into 5 processes: patients without supporting examinations, inpatient control patients and outpatient control with support, patients with supporting examinations from nurses, patients with supporting examinations from doctors, and supporting examinations from nurses and doctors. As a result, waste was found in the form of waste defects, overproduction, waiting, transportation, inventory, motion and excess processing. The process that is the longest and the most waste is found in the supporting examination process from nurses and doctors. All of the waste is scattered in several units in the outpatient services of X Hospital. Proposals for short-term improvements are given in the form of giving directions and warnings to officers so that they do not need to repeat work, making banner instructions as well as service flow and implementation of 5S. The proposed long-term improvement is to improve outpatient service flow by considering the reduction of waste found
T-6027
Depok : FKM-UI, 2020
S2 - Tesis Pusat Informasi Kesehatan Masyarakat
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C. Monica P HUtabarat; Pembimbing: Agustin Kusumayati; Penguji: Dumilah Ayuningtyas, Vetty Yulianty Permanasari, Jan Andries Tangkilisan, Felly Senewe
Abstrak:
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ABSTRAK
Tesis ini membahas hubungan faktor sosial budaya, pribadi dan psikologis dengan kepuasan pasien pengguna Kartu Jakarta Sehat (KJS) pada 110 responden di Unit Rawat Jalan RSU UKI. Rancangan penelitian adalah deskriptif kuantitatif dengan pendekatan potong lintang. Hasil penelitian menunjukkan kepuasan pasien KJS sebesar 40,9%. Akses ke rumah sakit, motivasi, informasi baik dan informasi tidak baik berhubungan signifikan dengan kepuasan pasien KJS, namun motivasi adalah hal yang paling dominan berhubungan. Selain itu kepuasan pasien KJS juga berhubungan signifikan dengan pemanfaatan kembali layanan dan minat merekomendasikan layanan pada orang lain.
ABSTRACT
The focus of this study is the relation among socio-culture, characteristics, and psychology factors to Jakarta Health Card (JHC) Patient Satisfaction in 110 outpatient UKI Hospital. The study design is descriptive quantitative with cross sectional approach. The result shows that only 40,9% of the patients are satisfied with the hospital service. Access to the hospital, motivation, good information and bad information are significantly associated with JHC patient satisfaction, but motivation is the dominant factor. Besides, JHC patient satisfaction also has significant correlation with reuse and recommendation of the hospital service to others.
T-3987
Depok : FKM-UI, 2013
S2 - Tesis Pusat Informasi Kesehatan Masyarakat
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Rame Manurita Verysanti Siahaan; Pembimbing: Agustin Kusumayati; Penguji: Sabarinah Prasetyo, Robiana Modjo, Gafar Hartatiyanto, Beben Saiful Bahri
Abstrak:
Waktu tunggu merupakan bagian dari dimensi mutu pelayanan kesehatan yang akan menunjukkan kesan terhadap rumah sakit akan ketanggapan dan kinerja pelayanan yang ada di rumah sakit tersebut sehingga lamanya waktu tunggu secara tidak langsung menunjukkan rendahnya kinerja pelayanan. Penelitian ini bertujuan untuk melakukan upaya perbaikan waktu tunggu rawat jalan di Poli Kebidanan dan Kandungan RSUD Mampang Prapatan. Metode penelitian yang dilakukan adalah riset operasional dengan pendekatan kuantitatif dan kualitatif melalui enam tahap penelitian yaitu identifikasi input, identifikasi proses, pengamatan output, identifikasi penyebab masalah, identifikasi alternatif solusi dan perancangan intervensi. Hasil penelitian menunjukkan bahwa jumlah SDM di bagian Rekam Medis belum mencukupi, hanya ada 1 orang runner yang mendistribusikan dokumen rekam medis ke semua poli; jam mulai pelayanan Dokter Spesialis Kebidanan dan Kandungan tidak sesuai dengan jadwal yang ditetapkan. Dokter sering tidak tepat waktu dalam memulai pelayanan; jarak ruangan Rekam Medis berada di gedung terpisah sedangkan bagian pendaftaran di lantai 1 dan Poli ada di Lantai 2, pasien datang terlalu cepat merupakan masalah utama yang berkontribusi terhadap lamanya waktu tunggu. Rata-rata total waktu tunggu di Poli Kebidanan dan Kandungan adalah 117.66 menit dan belum sesuai dengan SPM RS yaitu ≤60 menit. Rancangan intervensi yang disepakati adalah membuat SPO dan SK tentang pendaftaran pasien dilakukan 30 menit sebelum jadwal pelayanan dokter. Disaranan melakukan penjadwalan ulang jadwal praktek Dokter Spesialis Kebidanan dan Kandungan sesuai dengan kesepakatan bersama sehingga ada kejelasan jam mulai pelayanan, membuat sistem reservasi yang optimal secara bertahap mulai dari offline sampai dengan online, menambah 2 orang petugas di bagian Rekam Medis dan menerapkan rekam medis elektronik
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T-5800
Depok : FKM-UI, 2020
S2 - Tesis Pusat Informasi Kesehatan Masyarakat
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Lisna Agustiyah; Pembimbing: Sudarto Ronoatmodjo; Penguji: Wachyu Sulistiadi, Puput Oktamianti, Munifah Budi Isnaeni, Wita Darmawanti
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Untuk mencapai mutu pelayanan kefarmasian di rumah sakit yang berorientasi kepada pasien, diperlukan suatu standar yang dapat digunakan sebagai acuan dalam pelayanan kefarmasian sebagaimana diatur dalam Kepmenkes Nomor 129/Menkes/SK/II/2008 tentang Standar Pelayanan Minimal Rumah Sakit. Tujuan penelitian ini adalah untuk mengetahui capaian SPM rumah sakit bidang farmasi yang dipengaruhi oleh ketersediaan input meliputi SDM, jenis resep, peresepan obat, ketersediaan obat, ketersediaan formulir obat, ketersediaan SOP dan sarana prasaran serta di pengaruhi proses pelayanan obat meliputi proses telaah/skrinning obat, penyiapan obat dan penyerahan obat. Metode penelitian kuantitatif digunakan untuk menghitung proses pelayanan dan berupa capaian SPM Rumah Sakit bidang Farmasi yang terdiri dari waktu tunggu pelayanan obat, tidak adanya kesalahan pemberian obat, kepuasan pelanggan, dan persentase penulisan resep sesuai formularium obat dilanjutkan dengan penelitian kualitatif untuk mengetahu factor input yang mendukung dan menghambat pencapaian SPM. Penelitian ini dilakukan pada bulan Mei-Juni 2021 dengan jumlah total sampel 170 pasien dan responden sebaanyak 5 orang. Hasil penelitian didapatkan waktu tunggu obat jadi adalah 10,16 menit dan waktu tunggu obat racikan 12,32 menit, persentase kepuasan pelanggan 89,06%, tidak adanya kejadian pemberian obat 100% dan penulisan resep sesuai formularium 75,82%. Faktor pendukung capaian SPM adalah jumlah SDM yang memadai dan ketersediaan SOP pelayanan resep. Faktor penghambat capain SPM adalah ketersediaan obat yang tidak lengkap, prasarana yang kurang dan belum dilaksanakannya monitoring dan evaluasi kepatuhan dokter terhadap formularium obat rumah sakit yang sudah ditetapkan. Kata Kunci: SPM Rumah Sakit, Pelayanan Farmasi, Waktu Tunggu, Kepuasan Pelanggan
To achieve the quality of pharmaceutical services in patient-oriented hospitals, a standard is needed as a reference in pharmaceutical services as regulated in Kepmenkes No. 129/Menkes/SK/II/2008 concerning Hospital Minimum Service Standards. The purpose of this study was to determine the achievement of hospital MSS in the pharmaceutical sector which is influenced by the availability of inputs including human resources, types of prescriptions, drug prescription, drug availability, availability of drug request forms, availability of SOPs and infrastructure facilities and is influenced by the drug service process including the drug review/screening process., drug preparation and drug delivery. Quantitative research methods were used to calculate the time needed to proceed drug prescription service and the achievement of hospital MSS in the field of Pharmacy which consists of waiting time for drug services, the absence of medication errors, customer satisfaction, and the percentage of prescription writing according to the drug formulary, followed with qualitative research to determine the factors inputs that support and hinder the achievement of MSS. This research was carried out from May to June 2021 with a total sample of 170 patients and 5 respondents. The results showed that the waiting time for the finished drug was 10.16 minutes and the waiting time for the compounded drug was 12.32 minutes, the percentage of customer satisfaction was 89.06%, the absence of drug administration errors was 100% and prescription writing according to the formulary was 75.82%. Supporting factors for achieving MSS were the number of adequate human resources and the availability of SOPs for prescription services. Contrastingly, the inhibiting factors for achieving MSS were incomplete drug availability, inadequate infrastructure and no implementation of monitoring and evaluation of doctors' compliance with the prescribed hospital drug formulary. Keywords: Hospital MSS, Pharmaceutical Services, Waiting Time, Customer Satisfaction
T-7495
Depok : FKM-UI, 2021
S2 - Tesis Pusat Informasi Kesehatan Masyarakat
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Elfrida Rooslanda Putri Venesha; Pembimbing: Dumilah Ayuningtyas; Penguji: Masyitoh, Devi Maryori
Abstrak:
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Lamanya waktu tunggu pelayanan pasien pulang rawat inap di RSUD KiSA Kota Depok mengakibatkan lamanya perpindahan pasien dari IGD yang perlu dilakukan rawat inap. Hal ini merupakan alasan pentingnya pemantauan proses pemulangan pasien yang selama ini belum pernah dilakukan, dan perlunya ditentukan target waktu tunggu proses pemulangan pasien rawat inap. Tujuan penelitian adalah mengetahui implementasi Lean Six Sigma pada proses pasien pulang rawat inap dalam upaya perbaikan mutu pelayanan rawat inap di RSUD KiSA, dengan tahapan Define, Measure, Analyze, Improve dan Control berfokus pada penurunan aktivitas non value added serta pemborosan dengan meningkatkan aktivitas value added. Penelitian ini menggunakan pendekatan kualitatif dengan desain action research, menggunakan metode wawancara mendalam, observasi dan telaah dokumen, serta implementasi perbaikan proses pemulangan pasien rawat inap. Hasil penelitian menunjukkan adanya perbaikan waktu tunggu pelayanan pasien pulang rawat inap. Kondisi awal proses pemulangan pasien diketahui ratio VA hanya 23,9% dan ratio NVA sebesar 76,1% dengan Lead Time 315,08 menit. Setelah dilakukan pendekatan Lean Six Sigma dapat diidentifikasi pemborosan dan dilakukan upaya perbaikan. Sehingga terjadi penurunan Lead Time menjadi 192,50 menit dengan peningkatan rasio VA menjadi 30,6%. Rekomendasi dari penelitian ini adalah perlunya penetapan alur proses pemulangan pasien serta dilakukan pemantauan waktu tunggu melalui indikator mutu unit rawat inap. Proses evaluasi dilakukan untuk menilai mutu layanan yang diberikan sudah memberikan manfaat bagi pasien dan operasional pelayanan rumah sakit.
The long waiting time for inpatient services at the KiSA Hospital in Depok City resulted in a long transfer of patients from the emergency room who had to be treated at the hospital. This is the reason for the importance of monitoring the patient discharge process which has never been done before, and the need to set a target waiting time for the inpatient discharge process. The research objective was to determine the application of Lean Six Sigma to the inpatient discharge process in an effort to improve the quality of inpatient services at KiSA Hospital, with the Define, Measure, Analyze, Improve and Control stages which focus on reducing non-value, adding activity and waste by increasing value added activity. . This study used a qualitative approach with an action research design, using in-depth interviews, observation and document review, as well as implementing improvements to the inpatient process. The results showed an increase in waiting time for inpatient discharge services. The initial condition of the patient discharge process was that the VA ratio was only 23,9% and the NVA ratio was 76,1% with a lead time of 315,08 minutes. After taking the Lean Six Sigma approach, waste can be identified and efforts to fix it can be made. So that there is a decrease in Lead Time to 192,50 minutes with an increase in the VA ratio of 30,6%. The recommendation from this study is the need to determine the flow of the patient discharge process and monitor waiting time through inpatient unit quality indicators. The evaluation process is carried out to assess the quality of services provided which have benefited patients and hospital service operations.
T-6798
Depok : FKM-UI, 2023
S2 - Tesis Pusat Informasi Kesehatan Masyarakat
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Sri Kartinah; Pembimbing: Rita Damayanti; Penguji: Dian Ayubi, Ekowati Retnoningsih, Hari Suharsa
Abstrak:
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Pengukuran tingkat kepuasan pelanggan merupakan elemen penting dari tingkat permintaan pasien. Karakteristik pasien yang merupakan faktor internal pasien itu sendiri terdiri dari usia, jenis kelamin, tingkat pendidikan dan pekerjaan. Asumsi ketidakpuasan sering muncul pada pasien yang berbayar umum atau menggunaan asuransi kesehatan mandiri. Tujuan penelitian ini untuk mengetahui hubungan dan jenis pembayaran dengan kepuasan pasien dengan menggunakan data sekunder, berdasarkan hasil survey Indeks Kepuasan Masyarakat Puskesmas Serang Kota pada akhir tahun 2019, bersifat deskriptif kuantitatif dengan desain cross sectional. Hasil Univariat menunjukan sebagian besar responden menyatakan tidak puas (55,6%), berumur 17-45tahun (78,1%), berjenis kelamin perempuan (63,6%), berpendidikan lanjut (62,5%), memiliki perkerjaan (58,6%), merupakan pasien lama (77,5%), menggunakan asuransi kesehatan (53,9%) dan pengguna layanan khusus (61,1%). Berdasarkan analisis multivariat diketahui bahwa faktor yang paling dominan berhubungan dengan kepuasan pasien adalah unit layanan.
Measuring the level of customer satisfaction is an important element of the level of patient demand. Patient characteristics which are internal factors of the patient consist of age, gender, education level and occupation. The assumption of dissatisfaction often arises in patients who pay for public use or use independent health insurance. The purpose of this study was to determine the relationship and type of payment with patient satisfaction using secondary data, based on the results of the Serang Kota Community Health Center Community Satisfaction Index survey at the end of 2019, quantitative descriptive with a cross sectional design. Univariate results showed that most respondents expressed dissatisfaction (55.6%), aged 17- 45 years (78.1%), female (63.6%), advanced education (62.5%), had a job (58 , 6%), are old patients (77.5%), use health insurance (53.9%) and special service users (61.1%). Based on multivariate analysis, it is known that the most dominant factor related to patient satisfaction is the service unit.
T-5961
Depok : FKM-UI, 2020
S2 - Tesis Pusat Informasi Kesehatan Masyarakat
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Salahuddin; Pembimbing: Agustin Kusumayati; Penguji: Anwar Hassan, Soetanto, Ernawati S.
T-3029
Depok : FKM-UI, 2008
S2 - Tesis Pusat Informasi Kesehatan Masyarakat
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Siska Maytasari; Pembimbing: Ayu Dewi Sartika; Penguji: Dian Ayubi, Wahyu Sulistiadi, Fera Dewiyani, Dian Elco Nora
Abstrak:
Latar Belakang: Masyarakat yang menerima pelayanan secara langsung merasakan bagaimana tingkat kepuasan pelayanan yang diberikan instansi pemerintah. Tingkat kepuasan masyarakat tersebut diukur dengan menggunakan instrument seperti Indeks Kepuasan Masyarakat (IKM). Hasil pengukuran kepuasan pelanggan yang obyektif dan akurat dapat membantu puskesmas dalam merumuskan bentuk pelayanan yang lebih baik. Rata-rata Indeks Kepuasan Masyarakat di 36 Puskesmas pada Tahun 2019 sebesar 84,28. Target IKM pada Tahun 2019 adalah 82.8 sedangkan Puskesmas X tidak mencapai target dan memiliki skor IKM terendah yaitu sebesar 77.75. Dari hasil IKM di Puskesmas X Tahun 2019 diketahui terdapat 3 unsur pelayanan dengan nilai mutu layanan kurang baik (<3,06) yaitu unsur kecepatan pelayanan dengan nilai 2.89, unsur kejelasan dan kepastian pelayanan dengan nilai 2.95, dan dan unsur kewajaran biaya 2.98. Tujuan: Mengetahui informasi mendalam mengenai kepuasan pasien terhadap kualitas pelayanan rawat jalan di Puskesmas X Tahun 2020. Metode: Penelitian ini bersifat deskriptif dengan menggunakan metode penelitian kualitatif yaitu studi kasus, instrument yang digunakan pedoman wawancara mendalam dan telaah dokumen, informan dalam penelitian ini terdiri dari 1 orang kepala puskesmas, 6 orang petugas puskesmas dan 5 orang pasien. Hasil: Kepuasan pasien terhadap kualitas pelayanan rawat jalan di puskesmas X sudah baik, seluruh informan pasien merasa puas untuk dimensi jaminan, kehandalan, ketanggapan dan empati, namun seluruh informan pasien merasa tidak puas pada dimensi bukti fisik. Kualitas pelayanan pada dimensi bukti fisik cukup baik dalam kelengkapan sarana dan prasarana, namun masih kurang memadai kondisi gedung dan penempatan media informasi kurang optimal karena tidak semua pasien melihat media tersebut. Pada dimensi jaminan pasien merasa aman dan percaya terhadap petugas, kemampuan petugas cukup baik dan sopan santun. Pada dimensi daya tanggap petugas selalu memberitahukan kapan pelayanan akan diberikan, petugas memberikan pelayanan dengan cepat. Pada dimensi kehandalan jadwal pelayanan sesuai dengan waktu yang ditetapkan dan sudah memberikan pelayanan maksimal sesuai SOP, untuk penanganan keluhan pasien disediakan kotak saran, namun ada informan pasien yang tidak tahu adanya kotak saran. Pada dimensi empati, informan merasakan petugas sudah cukup baik dalam berempati dengan memberikan perhatian dan memberikan bantuan kepada pasien. Kesimpulan: Kualitas pelayanan pada dimensi bukti fisik, jaminan, kehandalan, ketanggapan dan empati sudah cukup baik, sehingga pasien merasa puas namun pasien menyatakan kurang puas pada dimensi bukti fisik khususnya terkendala dengan gedung puskesmas yang kecil, sempit dan panas
Background: People who receive services directly feel the level of satisfaction of services provided by government agencies. The level of public satisfaction is measured using instruments such as the Community Satisfaction Index (IKM). The results of measuring customer satisfaction that are objective and accurate can help health community service in formulating a better form of service. The average Community Satisfaction Index at 36 health community service in 2019 was 84.28. The IKM target in 2019 is 82.8, while health community service X does not reach the target and has the lowest IKM score, namely 77.75. From the results of the IKM at health community service X in 2019, it is known that there are 3 elements of service with poor service quality values (<3.06), namely elements of service speed with a value of 2.89, elements of clarity and certainty of service with a value of 2.95, and elements of fairness of costs 2.98. Objective: To find in-depth information about patient satisfaction with the quality of outpatient services at health community service X in 2020. Methods: This research is descriptive using qualitative research methods, namely case studies, the instruments used are in-depth interview guidelines and document review, the informants in this study consisted of 1 head health community service, 6 health community service officers and 5 patients. Results: Patient satisfaction with the quality of outpatient services was good, all patient informants were satisfied with the dimensions of assurance, reliability, responsiveness and empathy, but all patient informants were dissatisfied with the dimensions of physical evidence. The quality of service in the physical evidence dimension is quite good in terms of the completeness of facilities and infrastructure, but the building conditions are still inadequate and the placement of information media is not optimal because not all patients see the media. In the assurance dimension, the patient feels safe and trusts the officer, the ability of the officer is quite good and polite. In the dimension of responsiveness, officers always tell when services will be provided, officers provide services quickly. On the reliability dimension, the service schedule is in accordance with the time set and has provided maximum service according to the SOP, for handling patient complaints a suggestion box is provided, but there are patient informants who do not know there is a suggestion box. In the dimension of empathy, the informant felt that the staff was good enough at empathizing by giving attention and providing assistance to patients. Conclusion: The quality of service in the dimensions of physical evidence, assurance, reliability, responsiveness and empathy is good enough, so that the patient feels satisfied, but the patient states that he is not satisfied with the dimensions of physical evidence, especially constrained by the small, narrow and hot health community service building
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Background: People who receive services directly feel the level of satisfaction of services provided by government agencies. The level of public satisfaction is measured using instruments such as the Community Satisfaction Index (IKM). The results of measuring customer satisfaction that are objective and accurate can help health community service in formulating a better form of service. The average Community Satisfaction Index at 36 health community service in 2019 was 84.28. The IKM target in 2019 is 82.8, while health community service X does not reach the target and has the lowest IKM score, namely 77.75. From the results of the IKM at health community service X in 2019, it is known that there are 3 elements of service with poor service quality values (<3.06), namely elements of service speed with a value of 2.89, elements of clarity and certainty of service with a value of 2.95, and elements of fairness of costs 2.98. Objective: To find in-depth information about patient satisfaction with the quality of outpatient services at health community service X in 2020. Methods: This research is descriptive using qualitative research methods, namely case studies, the instruments used are in-depth interview guidelines and document review, the informants in this study consisted of 1 head health community service, 6 health community service officers and 5 patients. Results: Patient satisfaction with the quality of outpatient services was good, all patient informants were satisfied with the dimensions of assurance, reliability, responsiveness and empathy, but all patient informants were dissatisfied with the dimensions of physical evidence. The quality of service in the physical evidence dimension is quite good in terms of the completeness of facilities and infrastructure, but the building conditions are still inadequate and the placement of information media is not optimal because not all patients see the media. In the assurance dimension, the patient feels safe and trusts the officer, the ability of the officer is quite good and polite. In the dimension of responsiveness, officers always tell when services will be provided, officers provide services quickly. On the reliability dimension, the service schedule is in accordance with the time set and has provided maximum service according to the SOP, for handling patient complaints a suggestion box is provided, but there are patient informants who do not know there is a suggestion box. In the dimension of empathy, the informant felt that the staff was good enough at empathizing by giving attention and providing assistance to patients. Conclusion: The quality of service in the dimensions of physical evidence, assurance, reliability, responsiveness and empathy is good enough, so that the patient feels satisfied, but the patient states that he is not satisfied with the dimensions of physical evidence, especially constrained by the small, narrow and hot health community service building
T-6069
Depok : FKM-UI, 2021
S2 - Tesis Pusat Informasi Kesehatan Masyarakat
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