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All Journal Jurnal An-Najat: Jurnal Ilmu Farmasi dan Kesehatan
Anggraini, Nirna Dwi
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Dentistry Health Professions Nursing Public Health Veterinary

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Penggunaan Fishbone Diagram dalam Analisis Masalah Kualitas Layanan Kesehatan: Literature Review Anggraini, Nirna Dwi; Donna Ndari Santoso Putri; A Heri Iswanto
An-Najat Vol. 4 No. 2 (2026): Mei : An-Najat: Jurnal Ilmu Farmasi dan Kesehatan
Publisher : STIKes Ibnu Sina Ajibarang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59841/an-najat.v4i2.3684

Abstract

The quality of healthcare services is a key indicator in determining patient satisfaction and trust in healthcare facilities. Various issues, such as long wait times, administrative hurdles, limited human resources, and suboptimal service systems, are still commonly encountered in many healthcare institutions. One method that can be used to identify the root causes of these problems is the Fishbone Diagram. This study aims to examine the use of the Fishbone Diagram in analyzing healthcare service quality issues through a literature review. Data were obtained from national scientific articles accessed via Google Scholar and Garuda using the keywords “Fishbone Diagram AND Healthcare Services” and “Fishbone Diagram AND Health Services.” Inclusion criteria included full-text articles published between 2016 and 2026 that discussed the use of the Fishbone Diagram in healthcare services. The results of the review of 10 articles indicate that the Fishbone Diagram is effective for systematically identifying the root causes of healthcare service quality issues through the aspects of man, method, machine, material, money, and environment. The most dominant contributing factors include limitations in human resources, suboptimal service methods, a lack of supporting facilities and technology, and the absence of adequate standard operating procedures. Thus, the Fishbone Diagram can be an effective approach to supporting improvements in the quality of healthcare services.
Co-Authors A Heri Iswanto Donna Ndari Santoso Putri