ANALISA KUALITAS PELAYANAN INSTALASI RAWAT INAP DENGAN METODE QUALITY FUNCTION DEPLOYMENT (STUDI KASUS DI RSUD Dr. SOETOMO)

Muhammad , Hariyanto (2013) ANALISA KUALITAS PELAYANAN INSTALASI RAWAT INAP DENGAN METODE QUALITY FUNCTION DEPLOYMENT (STUDI KASUS DI RSUD Dr. SOETOMO). Undergraduate thesis, UPN "Veteran" Jawa Timur.

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Abstract

Regional General Hospital (Hospital) Dr. Soetomois one hospital in Surabaya which is referral hospital in eastern Indonesia. Improved quality of service in terms of sharing needs to be done in order to give satisfaction to the customer. Hospitalization particular sector is a sector that needs to be considered due to the hospitalization of patients who most feel the quality of care given by the hospital. Goal achievements in this research is identified the level of customer satisfaction with inpatient health services in hospitals Dr. Soetomo at grade three and know the improvements that have made the management of Hospital Dr. Soetomo. The research was conducted by using Quality Function Deployment (QFD). There are 19 attributes are determined and adjusted based on the patient's perspective. Identification of patient satisfaction outcomes in hospitals Dr. Soetomo by GAP is still showing minus figures, which means that the performance of public services inpatient. hospital Dr. Soetomo at grade three is still less satisfactory from the point of view of the patient's needs, so if only management had to do repairs on all attributes. based on matrix calculations to GAP-19 attributes are still having a negative value so that all of these attributes need to be improved. hoed on the quality of the calculation Raw weight, an attribute that has the highest score is the assuredness accuracy of laboratory test results and the lowest score is the willingness to receive complaints from patients. response to these conditions, the management company must immediately implement the improvements of the technical responses given by the company to address the existing problems. there were 13 responses given to answer technical attributes, based kontibusinya technical response must be realized is the training and development of human resources with the value of contribution of 3,016 that have a strong relationship and in response to the attributes assuredness accuracy of laboratory test results which are targets need t an improvements first Instance, the second is the training of human resources development, the hospital is expected to provide training to the entire staff there and also the reliability factor hygiene Cleaning Service needs to be improved to improve hospital cleanliness and tidiness

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