Upaya Peningkatan Mutu Pelayanan Puskesmas Rawat Inap Ngadiluwih Kabupaten Kediri dengan Metode Quality Function Deployment (QFD)
ABSTRACT: Patient satisfaction
was a condition where patient’s wishes, expectations and needs are fulfilled.
The purpose of this study was to formulate recommendations on Inpatient service
quality using Quality Function Deployment (QFD) method to improve public health
center Ngadiluwih inpatient service utilization. This study was designed based
on QFD design, while the type of study was observational. Sample of stage I for
formulating market research instruments were 30 respondents comprised of former
inpatients of Public health center Ngadiluwih. Sample of stage II was taken
with a simple random sampling from the population of 110 resulting in 86
respondents. Study results showed the priorities of technical care dimension
were: fee for service could be listed in detail, the doctor explained the
disease, and medicines were complete in the pharmacy; the priorities of
functional care dimension were: waiting time was < 15 minutes, Public health
center staff gave information on medical measures and Public health center
staff asked patient’s need; the priorities of amenity dimension were: the
cleanliness of utensils in the room, the availability of a clear service flow,
and the cleaning of bathroom every day. Conclusion: patient’s expectation of
Public health center Ngadiluwih services were on responsiveness and medical
service quality dimensions.
Penulis: BETY SUNARISASI
Kode Jurnal: jpkesmasdd120028
