Evaluasi Pasca Pelatihan Pelayanan Prima Bidang Kesehatan Berbasis Soft Skill - Asih Gahayu , Sri (Jurnal Widyaiswara Indonesia, 2024)
Pelayanan prima merupakan salah satu pilar utama dalam peningkatan mutu layanan kesehatan. Diera persaingan global dan meningkatnya tuntutan masyarakat terhadap kualitas layanan, tenaga kesehatan dituntut tidak hanya memiliki kompetensi klinis, tetapi juga keterampilan dalam memberikan pelayanan yang humanis, cepat, tepat, dan responsif terhadap kebutuhan pelanggan. Untuk mencapai hal tersebut, di berbagai institusi kesehatan diselenggarakan pelatihan pelayanan prima bagi tenaga Kesehatan berbasis soft skill. Pelayanan prima berbasis soft skill menjadi aspek penting dalam meningkatkan pengalaman pelanggan, membangun kepercayaan, serta menciptakan lingkungan kerja yang harmonis di fasilitas Kesehatan. Efektivitas pelatihan perlu dievaluasi untuk memastikan bahwa peserta tidak hanya memahami materi, tetapi juga mampu menerapkan keterampilan tersebut dalam praktik sehari-hari. Evaluasi pasca pelatihan dengan model Kirpatrick level 3 dan 4 bertujuan untuk mengukur sejauh mana pelatihan telah memberikan dampak terhadap peningkatan kualitas pelayanan, perubahan perilaku tenaga kesehatan, serta kepuasan pelanggan. Pengumpulan data dilakukan dengan membagikan link Google form kepada alumni pelatihan. Informan Utamanya adalah alumni Pelatihan Pelayanan Prima bidang Kesehatan berbasis Soft Skill Angkatan 1 dan 2 yang dilatih pada tahun 2023 dan 2024. Informan Penunjang nya adalah atasan dan rekan kerja alumni. Atasan dan Rekan kerja di jadikan Informan Penunjang untuk Triangulasi data. Analisis dilakukan secara kualitatif dengan cara reduksi data, penyajian data dan Interpretasi data. Hasil Evaluasi adalah Pelatihan pelayanan prima telah meningkatkan mutu pelayanan sesuai komponen dari aspek Attitude, Attention, Action, Ability dan Appereance. Literasi digital sangat bermanfaat dalam pelayanan kesehatan diataranya adalah telemedicine, penggunaan teknologi dalam pelayanan, rekam medis elektronik, keamanan data, dan pemanfaatan media sosial. Peningkatan Komunikasi Efektif sangat dibutuhkan dalam memberikan layanan Kesehatan. Penanganan komplain yang dilakukan menjadi lebih baik setelah pelatihan dengan adanya review dari pelanggan dan kurangnya keluhan dari pelanggan. Perubahan perilaku kerja tenaga kesehatan terlihat dalam bentuk peningkatan kerjasama tim, tanggung jawab, dan konsisten. Efisiensi dan koordinasi kerja tim turut membaik. Tantangan penerapan pelayanan masih ditemukan, seperti keterbatasan tenaga, beban kerja tinggi, dan belum meratanya pelatihan ke seluruh staf, perbedaan pendapat, perbedaan karakter. Rekomendasi dalam evaluasi ini adalah Perluasan cakupan pelatihan, melibatkan seluruh tenaga kesehatan yang belum mengikuti pelatihan agar nilai dan standar pelayanan prima dapat diterapkan secara menyeluruh. Monitoring dan supervisi pasca pelatihan. Menyusun sistem pemantauan secara berkala untuk menilai konsistensi penerapan pelayanan prima oleh peserta pelatihan. Penyusunan Pedoman pelayanan prima. Menetapkan pedoman yang mengintegrasikan prinsip-prinsip pelayanan prima berbasis soft skill sebagai acuan kerja sehari-hari. Penguatan dukungan manajerial. Manajemen perlu memberikan dukungan dalam bentuk penghargaan, penguatan budaya kerja positif, serta penyediaan sarana dan waktu untuk refleksi hasil pelatihan. Excellent service is one of the main pillars in improving the quality of healthcare services. In the era of global competition and increasing public demand for service quality, healthcare workers are required not only to possess clinical competence but also skills in delivering services that are humane, fast, accurate, and responsive to customer needs. To achieve this, various healthcare institutions have organized excellent service training for healthcare workers based on soft skills. Soft skill–based excellent service has become an essential aspect in enhancing customer experience, building trust, and creating a harmonious work environment within healthcare facilities. The effectiveness of the training needs to be evaluated to ensure that participants not only understand the material but are also able to apply these skills in their daily practice. This post-training evaluation, using the Kirkpatrick Model at levels 3 and 4, aims to measure the extent to which the training has impacted service quality improvement, behavioral changes among healthcare workers, and customer satisfaction. Data collection was carried out through the distribution of Google Form links to training alumni. The main informants were alumni of the Excellent Service in Healthcare Training based on Soft Skills Batch 1 and 2, trained in 2023 and 2024. Supporting informants consisted of supervisors and colleagues of the alumni. The planned number of main informants was 118 people. Supervisors and colleagues served as supporting informants for data triangulation. Data analysis was conducted qualitatively using the Miles and Huberman model, involving data reduction, data presentation, and data interpretation. The evaluation results showed that the excellent service training had improved service quality in accordance with the components of Attitude, Attention, Action, Ability, and Appearance. Digital literacy proved highly beneficial in healthcare services, including telemedicine, the use of technology in service delivery, electronic medical records, data security, and the utilization of social media. Improving effective communication was found to be essential in providing healthcare services. Complaint handling became more effective after the training, as reflected in customer feedback and the reduced number of complaints. Behavioral changes among healthcare workers were evident in increased teamwork, responsibility, and consistency. Team efficiency and coordination also improved. However, challenges in implementing excellent service remain, such as limited personnel, high workloads, uneven training distribution among staff, differences in opinions, and varying personalities. Recommendations from this evaluation include expanding the scope of training to involve all healthcare workers who have not yet participated, ensuring that the values and standards of excellent service are applied comprehensively. Post-training monitoring and supervision should be implemented through a structured system to assess the consistency of excellent service practices among participants. The development of Excellent Service Guidelines is also recommended, integrating soft skill–based principles as daily work references. Furthermore, managerial support should be strengthened by providing recognition, fostering a positive work culture, and allocating resources and time for reflection on training outcomes.