Kepuasan Pelanggan Internal Terhadap Pelayanan Laboratorium Klinik

Widyaningsih, Destu Satya; Kurniawan, I Wayan

doi:10.38165/jk.v10i2.18

Cited by 1 publication

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“…Internal and external customers and based on data in analyzing and improving processes. This means that in controlling sustainable quality as the expected output, it pays attention to the performance of internal customers (medical and non-medical officers) and external customer satisfaction (patients/families/general public, government, health insurance companies, leasing institutions, and others) (Widyaningsih & Kurniawan, 2019), so that the problems that occur in the service process can be measured. For the implementation of its duties and functions, puskesmas must carry out management effectively (good and correct implementation and quality and evidence based) and efficient (utilization of available resources), so that they can realize the performance targets that have been set (Kemenkes, 2016)…”

Section: Introductionmentioning

confidence: 99%

Performance Analysis of the Quality Team at the Binjai Kota Puskesmas, Kota Binjai in 2021

Fitriani¹,

Jamaluddin²,

Ginting³

2021

JAMRMHSS

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The quality assurance program has 3 components, namely standards, accreditation and continuous quality improvement using the management cycle in order to maintain and or improve quality. However, the weakness of the quality assurance system due to the application of standards has not become a culture for internal customers in carrying out services in accordance with service indicators set by the quality team at the time of accreditation. The purpose of the study was to analyze the performance of the Quality Team at the Binjai City Health Center in 2021. The research design used was qualitative with a descriptive approach. The research informants were 8 main informants and 2 additional informants. Data collection methods are primary, secondary and tertiary data. Data collection techniques were carried out by means of in-depth interviews and documentation. Data analysis techniques in this study are reduction, display and conclusion or verification. The results showed that education was not in accordance with the main duties and functions, lack of understanding of quality assurance, facility resources were optimal, the leadership style of the head of the puskesmas was not in accordance with the management function of the puskesmas, the team perceived that they were carrying out their duties in accordance with their main functions, the attitude of not wanting to make changes, limited human resources education, lack of continuous training, lack of teamwork, attention, two-way communication, and the absence of a post-accreditation mentoring team.

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Section: Introductionmentioning

confidence: 99%