Implementation of total quality management (TQM) to reduce patient complaints in hospitals: literature review
DOI : 10.33024/jkm.v10i7.16118
ABSTRAK : IMPLEMENTASI TOTAL QUALITY MANAGEMENT (TQM) UNTUK MENGURANGI KELUHAN PASIEN DI RUMAH SAKIT: LITERATURE REVIEW
Latar Belakang : Kualitas pelayanan kesehatan di rumah sakit sangat berpengaruh terhadap kepuasan pasien, yang semakin meningkat dengan ekspektasi masyarakat modern. Total Quality Management (TQM) adalah pendekatan sistematis yang diterapkan untuk meningkatkan kualitas secara menyeluruh di berbagai sektor, termasuk kesehatan. Implementasi TQM melibatkan seluruh anggota organisasi rumah sakit dengan fokus pada peningkatan proses, produk, dan layanan kepada pasien. Penurunan komplain pasien menjadi indikator penting keberhasilan TQM, dengan upaya seperti perbaikan proses pendaftaran dan peningkatan komunikasi staf medis-pasien berpotensi mengurangi keluhan.
Tujuan: untuk melakukan tinjauan literatur tentang implementasi Total Quality Management (TQM) di rumah sakit dan menganalisis dampaknya terhadap penurunan komplain pasien.
Metode : Penelitian ini menggunakan metode literature review untuk mengeksplorasi pengaruh implementasi Total Quality Management (TQM) terhadap komplain di rumah sakit.
Hasil : Hasil penelitian menunjukkan bahwa implementasi Total Quality Management (TQM) di rumah sakit secara signifikan mengurangi jumlah komplain pasien. Berbagai strategi TQM seperti perbaikan proses pendaftaran, peningkatan kecepatan dan akurasi diagnosis, serta pelatihan staf dalam keterampilan komunikasi telah terbukti efektif. Studi juga menyoroti pentingnya evaluasi dan analisis komplain pasien sebagai sarana untuk terus memperbaiki kualitas pelayanan kesehatan dan meningkatkan kepuasan pasien secara keseluruhan.
Kesimpulan : Implementasi Total Quality Management (TQM) di rumah sakit terbukti efektif dalam menurunkan komplain pasien dan meningkatkan kepuasan pelanggan. Pentingnya keterlibatan seluruh anggota organisasi, fokus pada kepuasan pelanggan, dan peningkatan kualitas layanan secara berkelanjutan membentuk lingkungan pelayanan yang lebih responsif terhadap kebutuhan pasien..
Saran : meningkatkan implementasi TQM meliputi komitmen manajemen yang kuat, pelatihan staf, evaluasi rutin, dan budaya inovasi untuk memastikan kualitas layanan yang optimal.
Kata kunci : Total Quality Management (TQM), komplain, rumah sakit, kepuasan pasien.
ABSTRACT
Background. The quality of healthcare services in hospitals significantly influences patient satisfaction, which is increasingly heightened by modern societal expectations. Total Quality Management (TQM) is a systematic approach applied to enhance overall quality across various sectors, including healthcare. TQM implementation involves engaging all hospital organizational members with a focus on improving processes, products, and patient services. Reduction in patient complaints serves as a crucial indicator of TQM success, with efforts such as improving registration processes and enhancing communication between medical staff and patients potentially reducing grievances.
Objective: To conduct a literature review on the implementation of Total Quality Management (TQM) in hospitals and analyze its impact on reducing patient complaints.
Methods: This study employed a literature review method to explore the influence of Total Quality Management (TQM) implementation on complaints in hospitals.
Results: Findings indicate that TQM implementation in hospitals significantly reduces the number of patient complaints. Various TQM strategies such as improving registration processes, enhancing speed and accuracy of diagnoses, and training staff in communication skills have proven effective. The studies also underscore the importance of evaluating and analyzing patient complaints as a means to continually improve healthcare service quality and enhance overall patient satisfaction.
Conclusion: Implementation of Total Quality Management (TQM) in hospitals has proven effective in reducing patient complaints and enhancing customer satisfaction. The importance of engaging all organizational members, focusing on customer satisfaction, and continuously improving service quality shapes a healthcare environment more responsive to patient needs.
Suggestion: Enhancing TQM implementation includes strong management commitment, regular staff training, routine evaluations, and fostering an innovative culture to ensure optimal service quality.
Keywords: Total Quality Management (TQM), complaints, hospitals, patient satisfaction.
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