Analisis Gambaran Peta Perjalanan Pasien di Pelayanan Rawat Jalan RS Kanker “Dharmais” Tahun 2014

Fitri Amalia Nur Majid

Abstract


ABSTRAK Penelitian ini membahas tentang peta perjalanan pasien di pelayanan rawat jalan RS Kanker “Dharmais” pada tahun 2014. Dalam penelitian ini peneliti berusaha menemukan unit dengan variasi perjalanan pasien tertinggi dan mengidentifikasi faktor-faktor penyebabnya. Penelitian ini adalah penelitian dengan pendekatan kualitatif dan metode cross-sectional. Hasil penelitian ini menemukan bahwa variasi perjalanan pasien tertinggi berada di Instalasi Administrasi Pasien Jaminan (APJ) dengan faktor penyebab antara lain faktor program komputer penunjang, sumber daya manusia, infrastruktur hingga prosedur pelayanan. Penelitian ini juga menemukan bahwa variasi perjalanan pasien dapat mengurangi mutu pelayanan yang diberikan. ABSTRACT The focus of this study is about outpatient journey of “Dharmais” Cancer Hospital in 2014 with purposes to find the unit with highest variation of patient journey and to analize the cause of the variation. This research is cross-sectional qualitative. The results of this research show that APJ Instalation is the unit with the highest variation of patient journey, and the causing factors are softtare of the computer supporting the service, human resource, infrastructure, and service procedures. The researcher found out that high variation of patient journey will reduce the quality of the service. 

Keywords


variation; patient journey; quality; service; service design

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References


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DOI: http://dx.doi.org/10.7454/arsi.v1i1.2170

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