Strategies for Improving Service Quality at Tangguwisia Regional Hospital, Buleleng
DOI:
https://doi.org/10.38035/dijefa.v6i6.5671Keywords:
quality of health services, patient satisfaction, improvement strategies, Tangguwisia Regional HospitalAbstract
This study aims to analyze the quality of healthcare services and quality improvement strategies at Tangguwisia Regional Hospital (RSUD Tangguwisia), Buleleng, Bali. The method used was descriptive qualitative, using interviews, observation, documentation, and triangulation to test data validity. The results show that RSUD Tangguwisia has achieved full accreditation, reflecting high quality standards through adherence to hand hygiene protocols, efficient triage times, and efforts to prevent patient safety incidents. However, major challenges include limited human resources, particularly specialist doctors, and the need to improve the competency of both medical and non-medical personnel. Strategies implemented include routine training, the use of information technology such as digital registration and electronic medical records, updated standard operating procedures (SOPs), improved facilities and infrastructure, and patient feedback mechanisms. Focusing on the dimensions of reliability, empathy, and responsiveness has been shown to increase patient satisfaction. In conclusion, RSUD Tangguwisia demonstrates a strong commitment to providing quality healthcare services sustainably, although it still requires strengthening in human resources and other quality dimensions.
References
Anggraini, S. D., Suliyanto, S., & Roestijawati, N. (2024). Pengaruh Kualitas Pelayanan Medis, Penunjang Medis, Non Medis, Simrs (Pasien) Terhadap Kepuasan Pasien Rsgmp Unsoed. Jurnal Ekonomi, Bisnis, dan Akuntansi, 24(1), 28-46.
Barney, J. B., & Hesterly, W. S. (2019). Strategic management and competitive advantage: Concepts and cases. Pearson.
David, S. N., & Valas, S. (2017). National accreditation board for hospitals and healthcare providers (NABH) standards: a review. Current Medical Issues, 15(3), 231-236.
De Regge, M., De Pourcq, K., Meijboom, B., Trybou, J., Mortier, E., & Eeckloo, K. (2017). The role of hospitals in bridging the care continuum: a systematic review of coordination of care and follow-up for adults with chronic conditions. BMC Health Services Research, 17, 1-24.
Febrina, R. A., Sulastini, S., & Mayvita, P. A. (2023). ANALISIS KUALITAS PELAYANAN TERHADAP TINGKAT KEPUASAN KONSUMEN PADA HOTEL TREEPARK BANJARMASIN. Proceeding: Islamic University of Kalimantan.
Kotler, P., & Lane Keller, K. (2016). A framework for marketing management.
LaVela, S. L., & Gallan, A. (2014). Evaluation and measurement of patient experience. Patient Experience Journal, 1(1), 28-36.
Musa, H. (2022). Pengaruh kualitas pelayanan kesehatan terhadap kepuasan pasien pada klinik citra utama Palembang. Jurnal Ilmiah Ilmu Pengetahuan Teknologi Dan Seni, 1(1), 9-21.
Pakaya, V., Palendeng, O. E. L., & Kristanto, E. (2020). Emergency Respond Time, Waktu Tunggu, Waktu Tunggu Rawat Jalan dan Kekerasan pada Perawat Rumah Sakit. Indonesian Journal of Public Health and Community Medicine, 1(3), 78-86.
Pamungkas, A. P., & Sridadi, A. R. (2020). Pengaruh Work Overload terhadap Nurse Performance dengan Burnout sebagai Variabel Intervening di Rumah Sakit X Surabaya. Business and Finance Journal, 5(2), 85-94.
Rivai, F., Lestari, S., & Shaleh, K. (2020). Hubungan Mutu Pelayanan dengan Kepuasan Pasien di Instalasi Rawat Inap Rumah Sakit Ibnu Sina YW-UMI.
Salisbury, C., Wallace, M., & Montgomery, A. A. (2010). Patients’ experience and satisfaction in primary care: secondary analysis using multilevel modelling. Bmj, 341.
Sandag, S. M., Manampiring, A. E., & Ratag, G. A. (2023). Analisis faktor yang berhubungan dengan kepuasan pasien terhadap pelayanan di rumah sakit Bhayangkara TK III Manado. Medical Scope Journal, 4(2), 104-114.
Suryaningsih, D. (2023). ANALISIS KEPUASAN PASIEN ATAS PELAYANAN RUMAH SAKIT UMUM DAERAH TANJUNG PRIOK (Doctoral dissertation, Sekolah Tinggi Ilmu Ekonomi Indonesia Jakarta).
Susanti, A., Razak, A., & Muchlis, N. (2021). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pasien Rawat Inap di RSUD Labuang Baji Makassar Pada Masa Pandemi Covid-19. An Idea Health Journal, 1(02), 118-125.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2025 Indah Purnamawati
This work is licensed under a Creative Commons Attribution 4.0 International License.
Authors who publish their manuscripts in this journal agree to the following conditions:
- The copyright on each article belongs to the author(s).
- The author acknowledges that the Dinasti International Journal of Economics, Finance & Accounting (DIJEFA) has the right to be the first to publish with a Creative Commons Attribution 4.0 International license (Attribution 4.0 International (CC BY 4.0).
- Authors can submit articles separately, arrange for the non-exclusive distribution of manuscripts that have been published in this journal into other versions (e.g., sent to the author's institutional repository, publication into books, etc.), by acknowledging that the manuscript has been published for the first time in the Dinasti International Journal of Economics, Finance & Accounting (DIJEFA).
