Service Quality Analysis With Method Quality Function Deployment In An Effort To Improve The Utilization Of The Outpatient Unit Of The Siti Fatimah Regional Special Hospital For Women And Children

Abstract

This study aims to analyze the quality of service using the Quality Function Deployment (QFD) method for patients at the Outpatient Installation of the Siti Fatimah Regional Special Hospital for Mothers and Children (RSKDIA). Inconsistent fluctuations in the number of outpatient visits over the past three years indicate that RSKDIA Siti Fatimah has not achieved the ideal score, indicating problems in the quality of service.

The results of the study showed five negative gap score values in service attributes that need attention and improvement, namely in the dimensions of safety, continuity, comfort, interpersonal relationships, and efficiency. Of the 29 attributes assessed, 15 attributes had the highest percentage (3.8%) and were considered the most important and needed more attention for improvement. These attributes include clarity of information, speed of response, accuracy of officers, diagnostic ability, accessibility, admission procedures, availability of doctors, appropriateness of treatment, attitude of officers, completeness of services, and storage of medical records.

Hospitals also need to consider patient demographic characteristics, such as age, employment status, and frequency of visits, in adjusting services. Based on the House of Quality analysis, the priority technical characteristics that need to be developed are the formation of a special team for handling patient complaints.