PERUMUSAN STRATEGI INSTALASI FARMASI UNTUK PENINGKATAN KEPUASAN STAKEHOLDER RUMAH SAKIT YUKUM MEDICAL CENTRE LAMPUNG TENGAH
| Main Authors: | , DESTIANA EKA OKTAVIANTARI, , Prof. Dr. Lukman Hakim, M.Sc., Apt, |
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| Format: | Thesis NonPeerReviewed |
| Terbitan: |
[Yogyakarta] : Universitas Gadjah Mada
, 2013
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| Subjects: | |
| Online Access: |
https://repository.ugm.ac.id/119686/ http://etd.ugm.ac.id/index.php?mod=penelitian_detail&sub=PenelitianDetail&act=view&typ=html&buku_id=59689 |
Daftar Isi:
- The Central Bureau of Statistics in Central Lampung stated that in 2011 Central Lampung is one districts which has the largest number of population and health facilities (3 hospitals, 2 primary health cares, 3 sub-primary health cares, 2 maternity hospitals, and 6 clinics). Pharmaceutical department (IF) as one of the business units in Yukum Medical Centre Hospital (RSYMC) Central Lampung cannot be separated from the effects of tight business competition, so it needs to improve the quality of services continuously. Formulation of pharmaceutical department strategies is necessary to improve the quality of service in order to achieve stakeholder satisfaction (outpatients, doctors, and nurses). The achievement of stakeholder satisfaction is expected to have an impact on outpatient and inpatient satisfaction, that eventually will increase the hospital profit. The purpose of this research was to analyze stakeholder satisfaction of pharmaceutical department services, and to formulate strategies to increase the stakeholder satisfaction. This research was a descriptive study, with qualitative and quantitative data. Qualitative data were obtained by in-depth interview of study subjects, and quantitative data were obtained from questionnaires of stakeholder satisfaction, IF RSYMC employee�s satisfaction and working spirit scale condition. The internal dan external environments were analyzed based on collected data, followed by SWOT (Strengths, Weaknesses, Opportunities, and Threats) analysis. The result was used as a basis to formulate strategies followed by Quantitative Strategic Planning Matrix (QSPM) test to order priorities of the chosen strategies as strategy development of IF RSYMC Central Lampung. The result stated that IF RSYMC Central Lampung had bigger opportunities (average score=1.51) than threats (1.27), and had smaller strengths (1.69) than weaknesses (1.73). The priority alternative strategies based on QSPM test was following the development of technologies that support services, following national or international accreditation for hospitals, improving the capacity and quality of human resources in IFRS, and formulating a written SOP to whole service in IFRS YMC Central Lampung.