| dc.description.abstract | RSUD Dr. Pirngadi is a government hospital which is one of the main health service
providers in Medan, so RSUD Dr. Pirngadi is required to provide quality health
services according to the needs and wishes of patients. Based on observations and
interviews with inpatients at RSUD Dr. Pirngadi, there are complaints felt by
patients in services at inpatient installations. The purpose of this research is to
analyze the quality of service at RSUD Dr. Pirngadi to increase patient satisfaction.
The data collection method was carried out by observation, interviews and
distributing questionnaires to 97 patient respondents who had and had used
inpatient services. The sampling technique used is convenience sampling. The
ServQual method is used to measure the gap between performance and expectations
by using the dimensions of reliability, responsiveness, assurance, empathy and
tangibles. The calculation results show that all attributes have a negative gap.
From the IPA method there are 9 attributes that are priority improvements. The Six
Sigma method with the DMAIC step was used to determine the level of patient
satisfaction, DPMO value, and sigma level. The average service quality satisfaction
rate was 61.31%, the average DPMO was 386,889 and the average sigma level was
1.79. Attribute E1 (friendly and caring health workers when treating patients) is a
priority attribute for improvement with the highest DPMO value (436000) and the
lowest sigma level (1.66). The solution that can be implemented is to implement the
5S SOP system (Smile, Greeting, Greet, Polite, Polite) for all employees, conduct
excellent service training and conduct regular service evaluations for all employees
and health workers | en_US |
