Analysis of Health Service Quality in Hospital Using Quality Function Deployment (QFD) Method
Intan Gayatri (a), Haerawati Idris (b*), Yeni (c)
a),b),c) Faculty of Public Health, Universitas Sriwijaya, South Sumatera
*haera[at]fkm.unsri.ac.id
Abstract
Quality health services have a very important role in improving the degree of public health. The result of survey by BPJS at the Regional General Hospital of Banyuasin District showed that the degree of patient-s satisfaction was the lowest (53%). This study aimed to analyze the health service quality of BPJS participants of the Regional General Hospital of Banyuasin District. The study used a cross sectional design with the samples taken from the outpatients and inpatients of BPJS with each participants (n=90). The data were analyzed using the method of Quality Function Deployment (QFD) to measure the service quality and the results were interpreted using matrix of House of Quality (HOQ). Supporting data collected by Interview by health workers, and hospital officials. The results of the study showed that according to the patients there were five important dimensions, namely technical competency, effectiveness, comfort, punctuality, and human relationship. The average result of each dimension was still negative, that is technical competency (-0.53), effectiveness (-0.59), comfort (0.58), punctuality (0.87), and human relationship (0.98). The attribute of “the nurses come and leave on time” had the highest gap (-1.39) and the biggest target value (2.39) that the time punctuality of the staff was the priority for the service improvement. The health service quality of this hospital was not yet optimal because the average of the whole gaps was negative (-0.7). It is recommended that the hospital reinforce the punishment for late employees, optimize regularly the activity of service quality evaluation such as periodically measuring the degree of patients- satisfaction
Keywords: House of Quality, Satisfaction, Health Service Quality, Quality Function Deployment
Topic: Quality, Safety and Service