Mutu Pelayanan Poliklinik Rawat Jalan di Rumah Sakit Ibu dan Anak Harapan Medika Ujung Batu Rokan Hulu Riau Tahun 2019

Munawarah, - (2019) Mutu Pelayanan Poliklinik Rawat Jalan di Rumah Sakit Ibu dan Anak Harapan Medika Ujung Batu Rokan Hulu Riau Tahun 2019. Master thesis, Institut Kesehatan Helvetia.

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Abstract

Comprehensive health services are services that pay attention to the dimensions of service quality with indicators of professionalism, efficiency, safety, satisfaction and physical conditions of the environment. Based on the initial survey to patients as many as 50 respondents, there were complaints in 25 people, in professional services; doctor services are not appropriate practice schedules, paramedics are not quick to respond. On patient satisfaction; complaints duration of consultation time is less. Hospital environmental conditions; a part of the hospital floor smelled rancid. The purpose of this study was to determine the Quality Analysis of services in Outpatient Polyclinics services of Maternal and Child hospital of Harapan Medika in North Sumatra in 2019.
This type of research used descriptive qualitative with the process of data reduction, display data, conclusions/verification. Methods of this study used in-depth interviews and observations. The main informant amounted 3 patients, used triangulation informants namely Head of Yanmed, Head of Medical Support and Non-Medical.
The results of the study showed that there are complaints in professional like unrest and the paramedics' quick response. Based on the Efficiency; doctor's schedule complaints are not on time. In Security sight; drug management is not optimal. From the Satisfaction sight; complaints about the lack of duration of doctor consultations. Physical environment; complaints the waiting room is less comfortable.
Conclusion on the dimensions of professional quality; complaints occur due to the rate of turnover (turn over) so that the service process is not in accordance with the SOP. Efficiency; the doctor had fewer practices, there is no outpatient medicine formulary. Security; not running supervision on pharmaceutical installations. Satisfaction; the duration of the doctor's consultation is less than 8-10 minutes. The physical condition of the environment, the waiting room is less comfortable. The suggestion that the hospital improves the system and procedures for recruitment and employment contracts. Improve the system of recitation and remediation of employees. Addition of in-house doctors, renovation and expansion of hospitals.

Item Type:	Doktoral (Master)
Uncontrolled Keywords:	Quality of Polyclinic and Outpatient Service
Subjects:	Fakultas Kesehatan Masyarakat > Administrasi Rumah Sakit Fakultas Kesehatan Masyarakat > Mutu Pelayanan Kesehatan
Divisions:	Fakultas Kesehatan Masyarakat > S2 Ilmu Kesehatan Masyarakat
Depositing User:	Munawarah - -
Date Deposited:	29 Feb 2020 08:20
Last Modified:	29 Feb 2020 08:33
URI:	http://repository.helvetia.ac.id/id/eprint/2098

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