Perspektif Pasien dan Manajemen tentang Mutu Pelayanan IGD
DOI:
https://doi.org/10.26630/jk.v10i1.1195Keywords:
Emergency installation, Patients perspectives, Service qualityAbstract
The basic principle of a hospital is fulfilling the needs and demand of patients who hope that their health problems can be settled in a hospital. They expect ready, quick, responsive, and comfortable services. Patient satisfaction can be influenced by the health care quality of health care providers who sympathize, respect, and respond to their needs. The research used a qualitative method. The data were gathered by conducting participant observation, and in-depth interviews. The research subjects were 4 informants, IGD (emergency room) personnel and IGD patients in Prima Inti Medika hospital. The result of the research, in the pre-service, showed that nurses’ response was quick, complaints were responded well, the process of inpatient and outpatient was good, nurses’ cooperation was good, and the personnel was accredited; but, the facility was inadequate and incentives were lower than the government’s standard. From the patients’ perspectives, it was found that pre-service was in accordance with SOP, the process of doctors’and pharmacy’s service was good, but nurses’ service and IGD facility were unsatisfactory, nurses’ cooperation was good, but their competence and quality were inadequate.References
Eryanto, H. (2011). Hubungan Antara Mutu Pelayanan dengan Kesetiaan Pasien (Survey pada Pasien Bagian Jantung Rumah Sakit Internasional Bintaro). Jurnal Ilmiah Econosains, 9(2), 107-118.
Green, Lawrence. (1980). Health Education: A Diagnosis Approach. The John Hopkins University: Mayfield Publishing Co.
Imam Sujono. (2015). Mutu Pelayanan Instalasi Gawat Darurat RSU BLUD Dr. H. Soemarno Sosroatmojo Tanjung Selor Tahun 2015. Tugas Akhir Program Magister (TAPM). Program Pascasarjana Universitas Terbuka. Jakarta.
Kelmanutu, L. S. (2016). Dimensi Mutu Pelayanan pada Unit Rawat Inap Rumah Sakit Umum Daerah Karel Sadsuitubun Langgur Kabupaten Maluku Tenggara. Media Kesehatan Masyarakat Indonesia, 9(4), 221-229.
Kementerian Kesehatan Republik Indonesia. (2018). Data Dan Informasi: Profil Kesehatan Indonesia 2017. Jakarta.
Kementerian Kesehatan Republik Indonesia. (2017). Peraturan Menteri Kesehatan Republik Indonesia Nomor 34 Tahun 2017. Jakarta.
Mulyadi, D., Fadli, U. M., & Ningsih, F. C. K. (2013). Analisis Manajemen Mutu Pelayanan Kesehatan pada Rumah Sakit Islam Karawang. Jurnal Manajemen, 10(3), 1203-1219.
Nena, A. F. D. A. (2015). Analisa Sistem Informasi Akuntansi Dalam Meningkatkan Pengendalian Internal Atas Pendapatan di Rumah Sakit Hermana-lembean. Jurnal EMBA: Jurnal Riset Ekonomi, Manajemen, Bisnis dan Akuntansi, 3(4).
Sugiyono. (2012). Metode Penelitian Kuantitatif Kualitatif dan R&D. Bandung: Alfabeta.
Wibowo, Bambang. (2016). Peningkatan Akses Pelayanan Kesehatan Yang Berkualitas. Direktur Jenderal Pelayanan Kesehatan. Rakerkernas 2016. Gelombang II.
Downloads
Published
Issue
Section
License
Authors who publish in this journal agree to the following terms:
- Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License (CC BY-SA 4.0) that allows others to share the work with an acknowledgment of the work's authorship and initial publication in this journal.
- Authors can enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgment of its initial publication in this journal.
- Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work.
