Improving Inpatient Services with the Quality Function Deployment Method
Main Article Content
Jessyca Sembiring
https://orcid.org/0000-0002-2397-1067
Abstract
Improvements in the quality of inpatient care are needed to reduce overcrowding, increase patient engagement, make care more efficient, and empower patients toward self-care. These improvements can result in better patient outcomes, increased patient satisfaction, and more efficient delivery of healthcare. This is a quantitative study involving 98 respondents who have used inpatient services at the Royal Prima Hospital between December 2022 and January 2023. Data collection was based on the Servqual method and Kano models. The analysis results show that the smallest gap score (-0.12) is attributed to the number of medical personnel in the reliability dimension, whereas the largest gap score (0.09) is attributed to the physical appearance of doctors and staff in the tangibles dimension. Of the 23 attributes analyzed, 3 belonged to category A (attractive), 15 belonged to category O (one-dimensional), and 5 belonged to category M (must-be). The main technical responses that need to be addressed to improve service quality are hospital development, increased cooperation, and organizing education and training.
Downloads
Article Details
Copyright (c) 2025 Jessyca Sembiring , Ermi Girsang, Putranto Manalu
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
References
Al Memari, A. S. (2016). Improving Healthcare Services by Quality Function Deployment (QFD). The British University in Dubai.
Dachyar, M., Farizal, & Ti, A. (2018). Improvement Priorities: Public Hospital Service Quality. MATEC Web of Conferences, 248, 03007. https://doi.org/10.1051/matecconf/201824803007 DOI: https://doi.org/10.1051/matecconf/201824803007
DeWolf, L. (1992). Hospital Community Partnership: A Daycare Venture Provides Benefits, Opens Doors for New Opportunities. Hospital Topics, 70(3), 30–32. https://doi.org/10.1080/00185868.1992.10543701 DOI: https://doi.org/10.1080/00185868.1992.10543701
Ferreira, D. C., Vieira, I., Pedro, M. I., Caldas, P., & Varela, M. (2023). Patient Satisfaction with Healthcare Services and the Techniques Used for its Assessment: A Systematic Literature Review and a Bibliometric Analysis. Healthcare, 11(5), 639. https://doi.org/10.3390/healthcare11050639 DOI: https://doi.org/10.3390/healthcare11050639
Gremyr, I., & Raharjo, H. (2013). Quality function deployment in healthcare: a literature review and case study. International Journal of Health Care Quality Assurance, 26(2), 135–146. https://doi.org/10.1108/09526861311297343 DOI: https://doi.org/10.1108/09526861311297343
Indonesian Academy of Sciences, & National Research Council. (2013). The Indonesian Health Care System. In Reducing Maternal and Neonatal Mortality in Indonesia: Saving Lives, Saving the Future. National Academies Press (US).
Jacobs, F., Stegmann, K., & Siebeck, M. (2014). Promoting medical competencies through international exchange programs: benefits on communication and effective doctor-patient relationships. BMC Medical Education, 14(1), 43. https://doi.org/10.1186/1472-6920-14-43 DOI: https://doi.org/10.1186/1472-6920-14-43
Jatmiko, M. I., Marnis, & Jahrizal. (2018). Pengaruh kualitas pelayanan dan promosi terhadap citra dan kepercayaan pasien rawat inap Aulia Hospital. Procuratio: Jurnal Ilmiah Manajemen, 6(4).
Leonard, D. J., & Needham, C. (2020). Strategies Hospital Manager Use to Improve Customer Services. Open Journal of Business and Management, 8(2), 820–854. https://doi.org/10.4236/ojbm.2020.82051 DOI: https://doi.org/10.4236/ojbm.2020.82051
Lim, J.-S., Lim, K.-S., Heinrichs, J. H., Al-Aali, K., Aamir, A., & Qureshi, M. I. (2018). The role of hospital service quality in developing the satisfaction of the patients and hospital performance. Management Science Letters, 8(12), 1353–1362. https://doi.org/10.5267/j.msl.2018.9.004 DOI: https://doi.org/10.5267/j.msl.2018.9.004
Mahatanankoon, P. (2007). Exploring the impact of essential IT skills on career satisfaction and organisational commitment of information systems professionals. International Journal of Information Systems and Change Management, 2(1), 50. https://doi.org/10.1504/IJISCM.2007.013881 DOI: https://doi.org/10.1504/IJISCM.2007.013881
Makarem, J., Larijani, B., Joodaki, K., Ghaderi, S., Nayeri, F., & Mohammadpoor, M. (2016). Patients’ satisfaction with inpatient services provided in hospitals affiliated to Tehran University of Medical Sciences, Iran, during 2011-2013. Journal of Medical Ethics and History of Medicine, 9(6).
Man, M. M. K., & Chen, Y. (2020). The Effect of Service Quality and Medical Environment Towards Patients’ Satisfaction in the Medical Industry in China. International Journal of Marketing Studies, 12(2), 72. https://doi.org/10.5539/ijms.v12n2p72 DOI: https://doi.org/10.5539/ijms.v12n2p72
Meesala, A., & Paul, J. (2018). Service quality, consumer satisfaction and loyalty in hospitals: Thinking for the future. Journal of Retailing and Consumer Services, 40, 261–269. https://doi.org/10.1016/j.jretconser.2016.10.011 DOI: https://doi.org/10.1016/j.jretconser.2016.10.011
Meybodi, A. R., & Forghany, F. (2021). Study of Staff Training at Educational Hospitals by Qualitative Approach. Journal of Business Strategy Finance and Management, 3(1–2), 122–133. https://doi.org/10.12944/JBSFM.03.01-02.12 DOI: https://doi.org/10.12944/JBSFM.03.01-02.12
Morgan, T., & Bultje, W. (2009). The new wisdom: collaborate with the competition. Healthcare Financial Management: Journal of the Healthcare Financial Management Association, 63(5), 64–69.
Owens, P. L., Liang, L., Barrett, M. L., & Fingar, K. R. (2019). Comorbidities Associated With Adult Inpatient Stays. In Healthcare Cost and Utilization Project (HCUP) Statistical Briefs. StatPearls Publishing.
Ravaghi, H., Beyranvand, T., Mannion, R., Alijanzadeh, M., Aryankhesal, A., & Belorgeot, V. D. (2021). Effectiveness of training and educational programs for hospital managers: A systematic review. Health Services Management Research, 34(2), 113–126. https://doi.org/10.1177/0951484820971460 DOI: https://doi.org/10.1177/0951484820971460
Rodiah, S. (2022). Hubungan Kualitas Layanan dan Citra Rumah Sakit Terhadap Kepuasan Pasien BPJS Rawat Jalan di RSUD Budhi Asih Tahun 2022. Universitas Indonesia Maju. DOI: https://doi.org/10.54402/isjnms.v2i05.312
Rodriguez, J., & Walters, K. (2017). The Importance of Training and Development in Employee Performance and Evaluation. World Wide Journal of Multidiscip Linary Research and Development, 3(10), 206–212.
Siddiqui, Z. K., Zuccarelli, R., Durkin, N., Wu, A. W., & Brotman, D. J. (2015). Changes in patient satisfaction related to hospital renovation: Experience with a new clinical building. Journal of Hospital Medicine, 10(3), 165–171. https://doi.org/10.1002/jhm.2297 DOI: https://doi.org/10.1002/jhm.2297
Sundram, S., Tambvekar, S. E., S. Sekar, Ghada-elkady, Tiwari, S. K., & Gopinathan, R. (2022). The effect of service quality on patient loyalty mediated by patient satisfaction. Journal of Pharmaceutical Negative Results, 1393–1400. https://doi.org/10.47750/pnr.2022.13.S06.184 DOI: https://doi.org/10.47750/pnr.2022.13.S06.184
Yimam, M. H. (2022). Impact of training on employees performance: A case study of Bahir Dar university, Ethiopia. Cogent Education, 9(1). https://doi.org/10.1080/2331186X.2022.2107301 DOI: https://doi.org/10.1080/2331186X.2022.2107301
Zarei, E., Daneshkohan, A., Pouragha, B., Marzban, S., & Arab, M. (2014). An Empirical Study of the Impact of Service Quality on Patient Satisfaction in Private Hospitals, Iran. Global Journal of Health Science, 7(1). https://doi.org/10.5539/gjhs.v7n1p1 DOI: https://doi.org/10.5539/gjhs.v7n1p1