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Journal : Public Health Perspective Journal

Service Quality Leadership of Emergency Department of RSUD K.R.M.T Wongsonegoro (K.R.M.T Wongsonegoro District Hospital) Ariyani, Ima; Jati, Sutopo Patria; Arso, Septo Pawelas
Public Health Perspective Journal Vol 6, No 1 (2021): April 2021
Publisher : Universitas Negeri Semarang

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Abstract

Leadership style in hospital environment affects towards service quality. Therefore, chief of RSUD K.R.M.T Wongsonegoro conducts several efforts to increase its service quality especially at Emergency Department. The purpose of this research is to know the most-used leadership style by the chief of RSUD K.R.M.T Wongsonegoro that affects towards service quality at the Emergency Department. This research uses qualitative research method and selects the informant by using purposive sampling technique. The main informants consist of 4 (four) persons, and triangulation informants consist of 4 (four) persons. The data collection techniques used by this research are in-depth interview and document study. Based on the research results, there were two leadership styles found during the research. Firstly, it showed that the most dominant leadership style used by the chief and affected on the employees’ discipline in order to increase the service quality at the Emergency Department was transformational leadership style, where the chief encouraged, inspired, and appreciated the employees, so they were able to carry out the applicable policies, because they felt they were appreciated. Secondly, transactional leadership style, by implementing award and punishment systems, the employees were obey the rules they expected to get the award if they executed their job well. Key Words: leadership, quality enhancement, hospitalDocument: 44 (2010-2019)
Analysis of Complaint Management in RSUD Tugurejo Soeyono, Aini; Zahroh Shaluhiyah, Zahroh; Arso, Septo Pawelas
Public Health Perspective Journal Vol 6, No 1 (2021): April 2021
Publisher : Universitas Negeri Semarang

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Abstract

complaint is an expression of dissatisfaction with a service or product provided. Patient complaints are a source of information in improving the quality of service Patient complaints are a source of information in improving service quality and detecting deficiencies in the health care system in the hospital. The most recurring complaints at Tugurejo Hospital in 2017 - 2019 were complaints about doctor services at the Outpatient Installation and infrastructure at Tugurejo Hospital. The purpose of this study was to analyze the complaint management system for doctor services in outpatient installations and infrastructure using the Managerial Operational Technique (MOT) method. This research is a descriptive qualitative research with a case study approach. The research instrument is the researcher himself. Data collection was carried out by in-depth interviews, observation and documentation. The informants of this study were the Customer Service coordinator, the head of the household division, the head of the general division, the head of the outpatient services section, and doctors in the outpatient installation. Triangulation informants were the deputy director general and finance and deputy director of services at the Tugurejo Hospital. The results showed that the complaint management system of the tugurejo hospital in the managerial dimension, namely the strategic plan and organizational structure was good. In the leadership dimension, it was found that some leaders were not good communicators. In the staff dimension, educational backgrounds in the Customer Service unit vary. This is due to limited manpower and budget so that the hospital optimizes existing personnel. For staff training regarding hospital services it has been done but it is not specific about the handling of complaints. In the dimension of work culture, a culture of openness to complaints by doctors and not strict management is one of the consequences of recurring complaints about doctor services in outpatient installations. For the operational dimension, namely the implementation process for complaint handling has been going well. The management of change has been going well, although there are still many obstacles in its implementation. The output management needs to be improved for each unit, namely monitoring and evaluation. In the dimension of obstacles in the household subsection is the budget, for the service sector is openness to complaints and lack of firm management. For the technical dimension, the capability and information system of recording each section have not been implemented optimally.
Co-Authors Ade Kurniasari Ade Yuny Afriyanty Adhinda Nur Prativi, Adhinda Nur Aditya Kusumawati, Aditya Aditya Nugraha Agitiya, Jeremia Yohana Agung Budi Prasetijo Agung Budi Prasetijo, Agung Budi Ahmad Saroni Aini Nur Santi Aini Soeyono Ainur Rahma Alifa Nasyahta Rosiana Amad Mochamad Amalia Alifah Amirul Mukminin ANGELINE DEWI SUHENDRO Anggia Nuaristia Dewi Anneke Suparwati Antono Suryo Putro Antono Suryoputro Antono Suryoputro Apoina Kartini Apriliana Susilowati, Apriliana Arie Sulistiyoningrum Arie Sulistiyoningrum Arina Noor Eka Rachmawati Aris Puji Widodo Ariyani, Ima Asri Rossnita Dewi Astuti, Sri Widi Ayu Dyah Pramesti Ayun Sriatmi Bella Sarwestri Lestari, Bella Sarwestri Bernadette Teni Febriana Budiyono Budiyono Budiyono, Shabrina Putri Caesar al Ahmed Daminggo Cahya Tri Purnami Chandrika Fahira Quamila Chotijah Karimah Christanto, Yonathan Ardhana Christanto Christiana Nindya Timur Cika Hanjani Pratiwi Cintaniagitas, Najla Fadia Daru Lestyanto Dea Devita Dea Devita Dewi Susilowati Diah Eka Novitasari Dian Febrina Hutauruk Dian Widyaningrum Diantika, Aulia Haerda Dwiantoro, Luky Dyah Ayu Prabandani, Dyah Ayu Edlin Shufi Adam Eka Yunila Fatmasari Eka Yunila Fatmasari Eka Yunila Fatmasari, Eka Yunila Eko Hidayanto Eko Prihati Elyarna Shania Wahyudi Endang Fatmawati Eri Virdasari Etik Nindiya Setiya Ningrum Fachrudin, Nur Millati Hanifah Fandhira, Novalia Larissa Farid Agushybana Farid Farid Agushybana Fauzia, Rista Afriani Feny Widiyastuty Feny Widiyastuty Fidyanti Shabrina Junjungsari Fila Mulia Citra Permata Abadi Firman Firman Firsa Olivia Susan Gabrina Selvi Yanuarista Gani, Martinus Satya Hanifah Iskhia Dilla Hanun, Hafida Zahara Hanwaring Puri, Citra Hapsari, Ika Sulistyaningrum Hartini Hartini Harwanto, Tri Hefi Dahlia Hela Ayu Ramadhan Husna, Eriana Mayasari Ika Sulistyaningrum Hapsari Indah Mutiara Puspita Sari Indana Aziza Putri Indrawati, Chaterina Ria Wahyu Indriani, Cynthia Rizky Irmawati, Refiola Irvine Nahla Anggraini Ismal Wahyu Isna Nurul Khomariah Iwan Yunianto J. Sugiarto Jafar Arifin, Jafar Jhovia Aloedya Pramana Jhovia Aloedya Pramana Joyo Minardo Karnoto . Kartika Yufi Aruming Melati Kawidian Putri Bayu Alam Khansa Maghfira Djatnika Kholidah, Miskiyatul Kholifatun Islami Khosyi, Vania Intana Lestari, Ayu Fina Lestari, Marselli Widya Lilis Setiyaningrum Lina Hanifah Linda Ayu Mustikasari Listia Ayuni Nur Afifah Luky Dwiantoro Lutfy Laksita Pranandari M. Abdurrahman Shidiq Made Weni Juliani Wismantari Madya Sulisno Madya Sulisno Maghfiroh, Ummi Lailatul Mahabara Yang Putra Martha Irene Kartasurya Mat Zudi Mateus Sakundarno Adi, Mateus Sakundarno Matius Sakundarno Adi Maudy Ritra Andini Maya Chrisdita Megawati Megawati Mei Tika Isdarini Meitrika Damayanti Melati, Ayu Sekar Mira Puspaningsih Mokhammad Aji Edo Susanto mufakhhir, Abdulaziez Muh, Fauzi Muhammad Farras Razin Perdana Muhammad Hasib Ardani Muhammad Hasib Ardani Murni Murni Mustikasari, Linda Ayu Nadia Dela Ayunda Nadzifah, Zalfa Naili Farida Nandini, S.KM., M.Kes, Nurhasmadiar Nisrina Aliftya Nissa Farzana Koesoemahardja Nopriwan Nopriwan Nugraha, Ega Nur Kurniawati Nurahmada, Dewi Nurdiyansyah, Andi Karisma Nurhasmadiar Nandini Nurhasmadiar Nandini Nurjazuli Nurjazuli Nurma Katrinnada Purwandari Nurul Balqis Shofiana Nurul Rizki Fitria Palawa Pangeran Hidayat Putra Paramita, Deskania Anggia Penggalih Mahardika Herlambang Prihati, Eko Prisma Armaya Priyadi Nugraha P Puri, Citra Hanwaring Putri Asmita Wigati Putri Asmita Wigati Putri, Farah Afanindya Jessedanta Putri, Maria Novencia Dwi Armita Rachel Karimah Raditya Noriski Rani Tiyas Budiyanti Rido Muid Riambodo Rika Rejeki Rina Yuliyanti Risa Rahayu Rista Afriani Fauzia Afriani Ristiyana, Lia Sarita Ritkha Aulia Fulansari Rizki Pamulat Sari Rohmah, Virda Inzatur Rosaningtyas, Wahyu Fajar Sabrilla Putri Gotama Salsabila Az Zahra Salsabilla Rushda Amrina Sari, Emy Novita Setyaningrum, Dian Setyarini, Reni Silavati, Yuni Adhita Sinta Indi Astuti Sintia Mashitoh Soffiyani, Nisa Solikin Solikin Solikin Solikin Sri Gama Apriani Sri Winarni Sri Winarni Sudiro Sudiro Sudiro Sudiro Sugeng Santoso Suryani Yuliyanti Susilaningrum, Rekawati Sutopo Patria Jati Suzanna Ratih Sari Syafira Risdanti Syafira Risdanti Syahidah, Putri Nadya Syahrul Hidayat Syifa Nur Fadhilah Syifa Sakinah Taufik Muhtarom Taufik Muhtarom Tio Dora Ultaria S. Tomi Konstantia Setiaji, Tomi Konstantia Tri Harwanto Tri Yuliastuti Untari Fajar Suryani Vienda Wirani Vinda Dwi Eriyanti WATI, DEWI KUSUMA Widyastuti, Rachma Dwi Wijaya Hermawan, Gandha Wildan Nur Aiman Wulan Kusumastuti Wulan Kusumastuti Wulan Kusumastuti Wulan Kusumastuti Wulan Kusumastuti Yanti, Ni Luh Devi Yohana Yohana Yonasari, Estie yuliana setyarini Yuliani Setyaningsih Yuliani, Kasih Yulis Muktafi'ah Yulis Muktafiah Yuliyanti, Rina Yusfina Modesta Rua Zadrak Romeo Kermite Zahroh Shaluhiyah