KAJIAN TERHADAP KUALITAS PELAYANAN KESEHATAN: Studi Kasus Di Bagian Rawat Inap Rumah Sakit Santo Borromeus

• Main Author: Dwiwanto, Dewi
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/1493
• Institution: Institut Teknologi Bandung

All healthcare institutions are required to provide good and quality healthcare services. Quality healthcare services is provided in compliance with the standards of service and in accordance with the code of ethics and results in the satisfaction of every patient. As one of the best hospitals in Bandung, the Saint Borromeus Hospital has to continuously improve its community healthcare services (Saint Borromeus main objectives for 2003). 61 inpatients of the internal medicine wards were surveyed (36 from the lower economic income class and 25 from the middle income and upwards class), assessing 30 variants representing the 10 dimensions of nursing aspects, with a Liken scale questionnaire. The perception of the managers (board of directors) towards user expectations were also obtained. The obtained data was then analyzed with the average value method, resulting in a picture of hospital productivity and the degree of concern/expectations of the patients and the difference between them. The most prominent issue causing this difference is physician-patient communication and the deficiency of knowledge of nurses of what they were doing. The recommendation is to appoint assistants for busy physicians, the appointment of more fulltime specialists, and continuous knowledge improvement of nurses in general, including the promotion of Quality Circle.