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Research at the Harun Kuala Tanjung clinic analyzed the level of satisfaction of BPJS patients with service quality, which so far in the service activities carried out there are still complaints. Therefore, it is necessary to analyze the interests or patient satisfaction using the Quality Function Deployment (QFD) method. Based on the results of the calculation of the level of satisfaction to get a value of 8720 and obtain an average value of satisfaction of 87.2. As for the results of the calculation of the improvement ratio, the value is taken to be the basis for improvement in the analysis of the level of patient satisfaction with service quality, the value obtained is 1.3774, namely in the statement/question number 15 which contains the knowledge and ability of doctors to establish a diagnosis of disease. The value that is getting closer or the highest value is obtained means the value or statement that must be corrected. The results of the improvement rating use the calculation of absolute importance and relative importance, namely conducting health training and seminars, maintaining good relations with patients, serving patients according to existing procedures, being fast and responsive in handling patients, not discriminating in patient status, increasing the ability to resolve problems. patient complaints, explain information in easy-to-understand language, be careful when examining patients who seek treatment, add parking lots and parking facilities. Furthermore, the establishment of the House of Quality.
Keywords: Clinic, BPJS, Quality Function Deployment (QFD), House of Quality (HOQ)
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