Fauzi, Dwiny Tetiana (2024) EFEKTIVITAS PELAYANAN PENANGANAN PASIEN SECARA PRIMA DI INSTALASI GAWAT DARURAT RUMAH SAKIT UMUM DAERAH ARIFIN ACHMAD PROVINSI RIAU. S1 Administrasi Rumah Sakit thesis, Universitas Awal Bros.
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Abstract
PROGRAM STUDI S1 ADMINISTRASI RUMAH SAKIT FAKULTAS ILMU KESEHATAN UNIVERSITAS AWAL BROS Skripsi. Juli 2024 DWINY TETIANA FAUZI Efektivitas Pelayanan Penanganan Pasien Secara Prima di Instalasi Gawat Darurat Rumah Sakit Umum Daerah Arifin Achmad Provinsi Riau xiv + 103 halaman, 4 tabel, 6 gambar, 20 lampiran ABSTRAK Efektivitas pelayanan penanganan pasien secara prima merupakan keberhasilan penyedia layanan dalam memenuhi kebutuhan dan keinginan pasien, sehingga diperolehnya kepuasan pasien. Penelitian ini bertujuan untuk mengetahui efektivitas pelayanan penanganan pasien secara prima di Instalasi Gawat Darurat Rumah Sakit Umum Daerah Arifin Achmad Provinsi Riau, dengan menggunakan variabel pelayanan prima yaitu kemampuan (ability), sikap (attitude), penampilan (appearance), perhatian (attention), tindakan (action), dan tanggung jawab (accountability). Penelitian ini menggunakan jenis penelitian kualitatif dengan pendekatan Deskriptif Analitik dengan metode Analisis Isi. Desain penelitian dengan wawancara mendalam dan observasi langsung, dengan informan sebanyak 6 orang terdiri dari informan utama yaitu 3 orang petugas IGD dengan kode U1, U2, dan U3, serta informan pendukung terdiri dari 1 orang Plt. Kepala IGD (P1), Kepala tim IGD (P2), dan Koordinator shift (P3). Pengolahan data dilakukan dengan melakukan transkrip data, pengkodean, analisis, pembentukan matriks, analisis data, dan analisis isi. Untuk menjaga keabsahan data digunakan triangulasi teknik. Hasil penelitian ini didapatkan bahwa pada indikator kemampuan, sikap, perhatian, tindakan, dan tanggung jawab secara keseluruhan telah efektif. Akan tetapi pada indikator penampilan didapatkan bahwa adanya petugas yang tidak berseragam lengkap, dan sulit mempertahankan kebersihan pakaiannya setelah menangani pasien meskipun telah memakai APD. Kesimpulan dari penelitian ini adalah adanya petugas yang belum memakai pakaian dinas dengan atribut yang lengkap sesuai SOP, dan adanya petugas yang sulit mempertahankan kebersihan pakaiannya setelah menangani pasien meskipun telah memakai APD. Kemudian disarankan adanya banner SOP mengenai pakaian dinas, dan disediakannya APD yang sesuai agar dapat lebih melindungi petugas IGD dari cairan infeksius pasien. Kata Kunci : Efektivitas Pelayanan, Pelayanan Prima Kepustakaan : 58 (2009-2024) ADMINISTRATION HOSPITAL MANAGEMENT STUDY FACULTY OF HEALTH SCIENCES AWAL BROS UNIVERSITY THESIS DWINY TETIANA FAUZI Effectiveness of Excellent Patient Handling Services at the Emergency Room of Arifin Achmad Regional General Hospital, Riau Province xiv + 103 pages, 4 tables, 6 pictures, 20 appendix ABSTRACT The effectiveness of excellent patient handling services is the success of service providers in meeting the needs and desires of patients, so as to obtain patient satisfaction. This study aims to determine the effectiveness of excellent patient handling services at the Emergency Room of the Arifin Achmad Regional General Hospital, Riau Province, using excellent service variables, namely ability, attitude, appearance, attention, action, and accountability. This study uses a type of qualitative research with an Analytical Descriptive approach with the Content Analysis method. Research design with in-depth interviews and direct observation, with 6 informants consisting of main informants, namely 3 emergency room officers with codes U1, U2, and U3, and supporting informants consisting of 1 person Plt. Head of IGD (P1), Head of IGD team (P2), and shift coordinator (P3). Data processing was carried out by transcribing data, coding, analysis, matrix formation, data analysis, and content analysis. To maintain data validity, triangulation techniques were used The results of this study found that the indicators of ability, attitude, attention, action, and responsibility were overall effective. However, in the appearance indicator, it was found that there were officers who were not in full uniform, and it was difficult to maintain the cleanliness of their clothes after handling patients even though they had worn PPE. The conclusion of this study is that there are officers who have not worn official clothes with complete attributes according to the SOP, and there are officers who find it difficult to maintain the cleanliness of their clothes after handling patients even though they have worn PPE. Then it is recommended that there is an SOP banner regarding official clothing, and the provision of appropriate PPE in order to better protect emergency room staff from patient infectious fluids. Keywords : Service Effectiveness, Excellent Service Literature : 58 (2009-2024)
| Item Type: | Thesis (S1 Administrasi Rumah Sakit) |
|---|---|
| Subjects: | S1 Administrasi Rumah Sakit > Operasional dan Pelayanan Kesehatan |
| Divisions: | Fakultas Ilmu Kesehatan > S1 Administrasi Rumah Sakit |
| Depositing User: | Dwiny Tetiana Fauzi |
| Date Deposited: | 27 Feb 2025 02:44 |
| Last Modified: | 27 Feb 2025 02:44 |
| URI: | http://repository.univawalbros.ac.id/id/eprint/398 |
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