Peningkatan kualitas pelayanan kesehatan menggunakan metode Servqual dan Lean healthcare

Maria Ulfah, Dyah Lintang Trenggonowati, Faula Arina, Putro Ferro Ferdinant, Atia Sonda

Abstract


RSIA Permata Serdang merupakan salah satu rumah sakit tipe C yang mengalami penurunan kunjungan pasien dan menerima banyak keluhan. Tujuan penelitian ini untuk menentukan faktor dominan dan tipe waste yang menjadi sumber ketidakpuasan pasien serta menentukan perbaikan dari waste kritis yang terjadi terhadap pelayanan rawat jalan RSIA. Penelitian ini menggunakan kerangka Six Sigma yaitu DMAIC (Define, Measure, Analyze, Improvement, Control). Tahapan penelitian dilakukan dengan menghitung nilai gap setiap atribut kepuasan pelanggan, menganalisis akar penyebab ketidakpuasan dan memberikan rekomendasi perbaikan lean healthcare untuk mereduksi pemborosan pada sistem pelayanan. Berdasarkan metode tersebut diperoleh waste kritis yaitu waiting, unnecessary inventory dan overproduction. Pengurangan dan eliminasi waste yang telah terindikasi dilakukan menggunakan Root Cause Analysis (RCA). Setelah itu, disusun action planning dari penyebab terjadinya waste tersebut dengan menggunakan Failure Mode And Effect Analysis (FMEA). Usulan perbaikan yaitu membuat loket khusus atau membuat loket tambahan untuk pasien yang menggunakan asuransi kesehatan serta perekrutan petugas pendaftran rawat jalan, mengalokasikan sumber daya dengan mencocokkan kapasitas yang tersedia, meninjau ulang jadwal praktek dokter, memaksimalkan penggunaan database pasien secara elektronik dan menerapkan visual management (kode warna) pada tiap rak penyimpanan rekam medis, membuat display tata letak ruangan serta membuat display penunjuk ruangan sehingga dapat meningkatkan kualitas sistem pelayanan.

Keywords


DMAIC; FMEA; Lean Healthcare; Waste

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References


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DOI: http://dx.doi.org/10.36055/jiss.v8i1.14443

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