Increasing Inpatient Service Quality of using Quality Function deployment Method in Nene Mallomo hospital of Sidrap Regency, Indonesia Darmawansyah1, Said Muhaiminah2, Rahmatiayunus3, Palutturi Sukri1,* 1Department of Health Policy and Administration, School of Public Health, Hasanuddin University 2Health Office of Sidrap Rappang Regency 3Departmentof Economics, School of Economics and Business, Indonesia *Corresponding Author: Sukri Palutturi Department of Health Policy and Administration, School of Public Health, Hasanuddin University, Indonesia Email: sukritanatoa72@gmail.com
Online published on 5 May, 2018. Abstract background A Hospital is required to provide a quality service based on patients’ expectation. This research aimed to produce design and plan for the increase of inpatient service quality based on customers’ expectation with Quality Function Deployment (QFD) method in Nene Mallomo Hospital of Sidenreng Rappang Regency. Methods The research used a descriptive study. Populations were all inpatients and officials. Samples were some inpatients treated more than 2 x 24 hours using proportional sampling method. Officials were using purposive sampling method. Data were obtained through interview using questionnaire and FGD with the management and the head of the installation. Data were analyzed using QFD. Results The results of the research indicate that the priorities of the patients’ needs are: the doctors try to calm down and reduce the anxiety of patients with the diseases they have; the facilities of inpatient room are complete and well functioned; the medicine needed is available at the hospital pharmacy; the nurses/midwives prepare themselves to talk to patients; the doctors/nurses/midwives note all the actions taken. Conclusions This study concludes that the technical priorities such as SOP implementation, leader and staff commitment, and effective communication are essential. Top Keywords Service Quality, QFD, House of Quality. Top |