Service Quality Improvement by Using the Quality Function Deployment (QFD) Method at the Government General Hospital

• Published in: Journal of physics. Conference series Vol. 1363; no. 1; pp. 12095 - 12101
• Main Authors: Hasibuan, Abdurrozzaq, Parinduri, Luthfi, Sulaiman, Oris Krianto, Suleman, Abdul Rahman, Harahap, Adek Khadijatul Z, Hasibuan, Masnilam, Rupilele, Frits Gerit John, Simarmata, Janner, Kurniasih, Nuning, Achmad Daengs, GS, Abdussakir
• Format: Journal Article
• Language: English
• Published: Bristol IOP Publishing 01.11.2019
• Subjects: Completeness; Patients; Physicians; Physics; Quality function deployment; Quality of service; Recovery; Recovery (Medical); Variables
• DOI: 10.1088/1742-6596/1363/1/012095
• ISSN: 1742-6588

In the face of increasingly competitive competition in the hospital industry, RSU managers are required to be able to develop strategies, policies or new breakthroughs related to improving the quality of their services, through improving the characteristics of hospital services, which focus on patient needs, so that the risk of errors or discrepancies between service characteristics that are enhanced by what the patient wants can be avoided or minimized. From the results of research conducted there are 21 variables of patient needs from a health service at the Government General Hospital (RSU). Whereas the patient's research on the service quality of the Government Hospital is 1 variable that has fulfilled the needs of patients, namely that they are satisfied with the quality of hospital services. Variable is the state and completeness of modern medical facilities. Whereas for other variables there are gaps so that they cannot meet patient expectations until the highest quality limit is very satisfied, it is necessary to have a direction of improvement. To obtain the suitability, the technique used to improve the characteristics of the service is the application of the QFD method. The QFD method in this study is in the form of a quality service matrix at the Government General Hospital. From the HOQ matrix, the service quality of the Government Hospital is obtained from the input of the Government Hospital/management that there are priority variables needed to improve their quality, which is generally the patient's needs related to the recovery of patients, including the knowledge and abilities of doctors, medicines the treatment given in the healing of patients, the service of examination, treatment and care that is fast and precise, guarantee of security and trust in the services provided and the completeness of the readiness and cleanliness of the equipment used. So there are 33 service quality characteristics prioritized for further improvement, with the main priority being patient recovery.