ANALISIS MUTU LAYANAN UNIT REKAM MEDIS BERDASARKAN KEPUASAN PELANGGAN INTERNAL DENGAN MENGGUNAKAN METODE SERVICE QUALITY DAN QUALITY FUNCTION DEPLOYMENT DI RSD KALISAT JEMBER

Ayu, Widya Arizona and Nugroho Setyo Wibowo, Setyo Wibowo and Dian, Damayanti (2014) ANALISIS MUTU LAYANAN UNIT REKAM MEDIS BERDASARKAN KEPUASAN PELANGGAN INTERNAL DENGAN MENGGUNAKAN METODE SERVICE QUALITY DAN QUALITY FUNCTION DEPLOYMENT DI RSD KALISAT JEMBER. ANALISIS MUTU LAYANAN UNIT REKAM MEDIS BERDASARKAN KEPUASAN PELANGGAN INTERNAL DENGAN MENGGUNAKAN METODE SERVICE QUALITY DAN QUALITY FUNCTION DEPLOYMENT DI RSD KALISAT JEMBER, 2 (1). pp. 16-25. ISSN 2337-585X

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Abstract

URM (Unit Rekam Medis) is one the healthy facilities headed by medical record chief. The head of medical record has the authority to manage everything related to URM. RSD Kalisat is one of state hospitals in Jember which has a vision as the pioneer hospital with the best quality and reachable for everyone. The quality of URM plays important role to support the quality of the hospital. One of the ways to measure the quality of URM is by using quality and quality function deployment method. This research is aimed to get the information about the quality service of medical record based on internal patient satisfactory in medical record at RSD kalisat by using quality and Quality Function Deployment (QFD). From the result of the analysis, we have conclusion as the following : 1) there are some variables influence the quality service of the dimension, such as : the strategic place of URM building from the ambulatory care, the strategic place of URM building from the long term care, thestorage room of medical record equipment, the number of employments, communication service, the rapidity of medical record file, the accuracy of medical record, the appropriateness of the information, medical record employee readiness, the accuracy of taking off the medical record file, the employee friendliness, the safety of medical record, the attitude of the employee dealing with the nurse. 2) The satisfaction of nuse toward to URM service is good enough. 3) The expectation of ”communication” with a high score 4,60 and the expectation of ”the distance between URM building from ambulatory care” with the lowest 4,26. 4) The priority related to nurse necessary needed to focus by URM dealing with medical record employee readiness which has normalized raw weight value 0,0588. 5) The action priority for URM employees is ”internal and external training” which has the higher normalized contribution normalized contribution value.

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