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All Journal Jurnal Rumpun Ilmu Kesehatan
Siti Aisyah
Universitas Pembangunan Nasional “Veteran” Jakarta
Health Professions Public Health

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Penerapan Tahap Define dalam Lean Six Sigma untuk Meningkatkan Mutu Pelayanan Rumah Sakit: Literature Review Siti Aisyah; Amanda Safitri; Acim Heri Iswanto
Jurnal Rumpun Ilmu Kesehatan Vol. 6 No. 1 (2026): Maret : Jurnal Rumpun Ilmu Kesehatan
Publisher : Lembaga Pengembangan Kinerja Dosen

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55606/jrik.v6i1.6304

Abstract

Service quality is a crucial factor in a hospital’s success in facing competition while ensuring patient safety. However, issues such as high rates of medical errors and low service efficiency are still frequently encountered in various healthcare facilities. This study aims to examine the application of the Define phase in the Lean Six Sigma methodology as a systematic effort to improve hospital service quality. The method used is descriptive-analytical with a literature review approach through thematic analysis of eight selected scientific articles. The results of the study indicate that the Define phase is crucial for identifying dominant forms of waste, such as long waiting times, excessive administrative activities, and imbalances in the workload of healthcare personnel. Through instruments such as Voice of Customer (VoC), Critical to Quality (CTQ), and process mapping (SIPOC), hospitals can determine improvement priorities that align with patient expectations and healthcare worker needs. In conclusion, the proper implementation of the Define phase provides a strong foundation for the effectiveness of the DMAIC cycle, making quality improvement efforts more focused, efficient, and sustainable.
Strategi Manajemen dalam Meningkatkan Mutu Pelayanan Kesehatan di Rumah Sakit: Literature Review Siti Aisyah; Amanda Safitri; Acim Heri Iswanto
Jurnal Rumpun Ilmu Kesehatan Vol. 6 No. 2 (2026): Juli: Jurnal Rumpun Ilmu Kesehatan
Publisher : Lembaga Pengembangan Kinerja Dosen

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55606/jrik.v6i2.6316

Abstract

The quality of healthcare services is an important indicator of the success of hospital services and patient satisfaction. Increasing competition in the healthcare sector encourages hospitals to implement appropriate management strategies to improve the quality of services provided. This study aims to examine various management strategies that can support the improvement of healthcare service quality in hospitals using a literature review method. Data were obtained from a search of scientific articles on Google Scholar and Garuda for the period 2017–2025. The selection process was carried out through the stages of identification, screening, and eligibility assessment until nine relevant articles were obtained. The results of the study show that service quality is influenced by the quality of human resources, facilities, implementation of SOPs, communication, and good strategic management. Quality improvement strategies such as the PMKP program, a culture of excellent service, inter-unit coordination, and continuous evaluation have been proven to enhance service quality, patient satisfaction, and loyalty. However, the implementation of these strategies still faces obstacles in the form of limited human resources, high workload, and suboptimal information systems. Therefore, continuous evaluation and strengthening of management aspects need to be carried out to improve the quality of healthcare services.
Co-Authors A. Heri Iswanto Amanda Safitri