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Penerapan Indikator Nasional Mutu (INM) untuk Peningkatan Mutu Pelayanan dalam Pencapaian Standar Akreditasi Rumah Sakit di RSUD Bangkinang
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ABSTRAK
Peningkatan mutu pelayanan seharusnya tercermin dalam setiap kegiatan dirumah sakit (RS). Untuk menjaminnya, RS wajib memiliki sistem pengawasan mutu yakni dengan penerapan standar yang terdapat pada sistem akreditasi rumah sakit untuk mencapai Indikator Nasional Mutu (INM) dari 13 Indikator Nasional Mutu yang harus dilakukan RS. Hasil survei awal yang dilakukan ada 5 indikator yang belum mencapai standar akan berdampak terhadap hasil mutu pelayanan. Penelitian ini bertujuan diperolehnya informasi mendalam tentang kecenderungan penerapan Indikator Nasional Mutu (INM) peningkatan mutu pelayanan dalam pencapaian standar akreditasi rumah sakit. Penelitian menggunakan metode kualitatif desain fenomenologi melalui wawancara mendalam, observasi, dan telaah dokumen. Komponen yang diteliti yaitu kepatuhan kebersihan tangan, kepatuhan penggunaan APD, waktu operasi sectio caesarean emergency, waktu tunggu rawat jalan, dan kepatuhan pengisian alur klinis (clinical pathway). Dari penelitian ini didapatkan hasil bahwa kepatuhan kebersihan tangan, kepatuhan penggunaan APD, waktu operasi sectio caesarean emergency, waktu tunggu rawat jalan, dan kepatuhan pengisian alur klinis (clinical pathway) belum sesuai standar. Penerapan Indikator Nasional Mutu (INM) yang dilakukan melalui peningkatan mutu pelayanan dalam pencapaian Standar Akreditasi Rumah Sakit di RSUD Bangkinang tahun 2023 masih belum sesuai standar disebabkan oleh beberapa faktor, antara lain belum ada budaya organisasi, belum ada komitmen dari petugas. Belum optimalnya penggunaan sistem aplikasi pendaftaran online, belum optimalnya penggunaan aplikasi E-RM dan dukungan dari manajemen. Disarankan agar pihak rumah sakit dalam pencapaian indikator nasional perlu menambahkan poin penilaian kepatuhan pelaksanaan penerapan Indikator Nasional Mutu (INM) di Lembar Penilaian Kinerja dan memberlakukan sistem reward dan punishment.
Kata Kunci: Indikator Nasional Mutu (INM), Peningkatan Mutu Pelayanan, Standar Akreditasi Rumah Sakit
ABSTRACT
Service quality enhancement should appear in hospital activities. Each hospital is required to have a quality control system, which is designed to ensure that the level of performance of a system remains stable, or in control. For example, to achieve 13 National Health Care Quality Indicators, some standards can be applied in the hospital accreditation system. However, we still found that there were 5 indicators that have not reached the standard. Thus, these could have a significant impact on service quality results. The purpose of this study is to obtain more in-depth information about the tendency of National Health Care Quality Indicators implementation in order to improve service quality on hospital accreditation achievement. Phenomenological Qualitative Method was used in this study. The data were collected through interviews, observation, and secondary data. The component of health care quality; such as, hand hygiene compliance, PPE compliance, timing of emergency caesarean section, patient waiting time at outpatient department, and clinical pathway compliance, were analyzed in this study. The results confirm that the five components of health care quality; such as, hand hygiene compliance, PPE compliance, timing of emergency caesarean section, patient waiting time at outpatient department, and clinical pathway compliance; had not met the standard yet. Implementation of the National Health Care Quality Indicators for improving service quality to achieve hospital accreditation in RSUD Bangkinang (2023) has not met the standard yet. It happened because of some factors; such as, there is no organizational culture yet, there are no commitments from employees yet, the online registration application system and the E-RM application, and management support have not run properly. Therefore, the researcher hopes that the hospital is necessary to add the assessment of compliance with the implementation of National Health Care Quality Indicators in performance appraisal form, and to design reward as well as punishment systems.
Keywords: National Health Care Quality Indicators, Service quality improvement, Accreditation Standards for Hospital
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DOI: https://doi.org/10.33024/jkpm.v7i2.12278
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