Evaluasi Mutu Pelayanan Instalasi Rawat Inap ICCU Menggunakan Metode IPA (Importance Performance Analysis) di RSUD dr Moh Saleh Probolinggo tahun 2016

Novitasari, Novitasari (2016) Evaluasi Mutu Pelayanan Instalasi Rawat Inap ICCU Menggunakan Metode IPA (Importance Performance Analysis) di RSUD dr Moh Saleh Probolinggo tahun 2016. Undergraduate thesis, Politeknik Negeri Jember.

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Abstract

Quality Health Care is the degree for fullfill health necessary to safe and satisfactorily as the norm and ethics. The high mortality rates is indicators of service quality. In the dr Moh saleh Hospitals during 3 years the number of death heart patient was highest position, on 2013 CVA haemoragik 67 cases, 2014 increased to 78 cases, 2015 Heart Failure 142 cases, a heart specialists serving 8-10 patient, several patient complains the availability of infrastructure and a decline in the number of visits patients from 2013 to 2015. this study aims to measure the quality of care in instalation ICCU dr Mohammad Saleh Hospitals. Measurements using Importance Performance Analysis (IPA) methods. The results of quality measurements through five dimensions: Tangibles patients feel disappointed 39.02%, Responsiveness patients were quite satisfied 36.58%, Reliability patients were satisfied 34.14%, Assurance patients were quite satisfied 31.70% and Emphaty patients were very satisfied 21.95%. The result Importance Performance Analysis (IPA) is known to gab on the Tangibles (-0.03), gab on the responsiveness (-0.24), gab on the Reliability (-0.08), gab on the Assurance (- 0.21) and gab on Empathy (-0.09) with the results obtained 9 cartesisus diagram mapping service quality attributes on kaudran A as top priority to be fixed immediately the service of quality.

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