Upaya Peningkatan Pelayanan Obat Dl Instalasi Farmasi RSUD Purworejo Dengan Perbaikan Tata Kerja Peningkatan Sikap Serta Motivasi Sumberdaya Manusia

ABSTRACT The Hospital Pharmacy Departement (HPD) is one of service unit owned by the hospital that has large contribution for the hospital job performance. From he economic sides HPD is the largest income contributor for the hospital, while from the service side, HPI is supplier and central of information on using the most required medicine by the community. Therefore, the existence of HPD must really have meaning both to the hospital and community. This research has tried to express and seek initiative to settle problem about the low standard of service quality which encountered y the Hospital Pharmacy Departemen of Purworejo that determined with indicator of long service duration with lead to the longer queuing in the Hospital Pharmacy Departement. Hence for this need, experiment model of serial pretest and posttest design without control by placing employees and patient of the Hospital Pharmacy Departemen of Purworejo as subject of the research have been conducted. Initiative on settling the problem was performed by managing intervention to the work-order model and toward attitude and motivation of human resources in the Hospital Pharmacy Departement of Purworejo. In the work-order intervention arrangement of instrument and infrastructure design, ordering human resources, work division of employee, and work line were performed. While attitude and motivation of human resources was intervened with application of small group discussion (SGD). Intervention to the work order was conducted four times in to order find the best model of work order which used as the standard work-order system in the Hospital Pharmacy Departement of Purworejo. Furthermore, intervention toward human resources to increase the human resources quality, particularly in the attitude side and motivation in the form of discipline, motivation, dedication/pay attention, responsibility, cooperation, and hospitality. All of this intervention was empties into the target of its realization about satisfaction of the served patient. The result of this research indicated that intervention of the work-order model and intervention to the attitude and motivation of human resources were able to improve the service quality in the Hospital Pharmacy Departemen of Purworejo. Improvement of the work order and increasing the human resources quality apparently able to provide increasing on the speed which quite significant with value p = 0.000 (p < 0.05). Improvement of this service quality vas not only observed through the result of evaluation directly, but also recognized by the employees and patients that become respondents of the research. Value that resulted in each stage of evaluation was always indicate a significant increase with value of p = 0.000 (P < 0.05). Thus it can be concluded that improvement in the work order, and attitude and work motivation of employee would improve the service quality Keywords: speed of service �work-order attitude quality and motivation of human resources � small group discussion (SGD)