Strategi Peningkatan Kualitas Pelayanan Rumah Sakit Panti Wilasa (RS PW) Citarum

One of the environmental change’s trend within health care service’s industry is possibility of increasing demand of health service consumers concerned to the measurement and quality assurance of health care delivery by the hospital. Beside that, the payment for the hospital will be related to the measure of health care result had been provided. The failure on providing high quality may cause the consumers will not persist when they need the same services in the future, and also they will not be able to persuade the other poterisial consumers to buy health care service from the same hospital. During several recent years the Panti Wilasa Citarum Hospital facing the decrease of the rate of “in patients” categorized as the “fee for service” patients, that is the patients who pay the health care service by them self (not by their employer or insurance company). These consumers are the biggest segmen, aproximately 80 percent of the whole consumers annually. That matter had drived to the necessity of research to identify the predoininant factors which influence the quality of the health care service, and also to identify the gap between the quality expected and the real quality received and felt by the consumers which at last may affect. the consumer’s satisfaction. This research was conducted at the Panti Wilasa Citarum Hospital during two months, started from October to November 1999, with the respondents taken from the consumer “in patienr 75 respondents and management and employee 35 respondents. Patient respondents selected using the criterian: has already stay at the hospital for three days, be able to communicate, not beeing psychiatric patient, taken from all room classes, within recovery stage, and not beeing pediatric patient. Whereas the respondents of management and employee selected from them who are in charge directly to the task of providing health care service, consist of medical staff, nurse, other paramedical staff and the admnistrative and finance staff. There were two hypotesis had been tested in this research using the factor analysis and analysis for different means using t-Test statistic tool. Identification and factor analysis to 41 attribute variables which related to the quality of health care service either from the patients or from the management and employee side of view found ten factors which have eigen value higher than 1,0. The total contribution of the ten factors which have role in the quality of health care service, respectively described from the patient side of view contributes 74,3 percent and from the management and employee side of view contributes 82,0 percent, taken from the percentage value of cummulative percent of variance expalained. From the ten factors predoininantly influence the quality of health care service from the patients side of view, Factor I contributes the biggest value of 36,5 percent