Health Care Models: A Study in Hospital Sultan Iskandar Young Regency, Nagan Raya, Indonesia

Abstract

This research aims to find out 1) The quality of health services at the Sultan Iskandar Muda Hospital, Nagan Raya Regency, 2) What determinant factors can create quality health services at the Sultan Iskandar Muda Hospital, Nagan Raya Regency, 3) Application of the TQM model as a model effective in realizing quality health services at Sultan Iskandar Muda Hospital. This research method is descriptive type with using a qualitative approach. Data sources use primary data through observation and interview instruments as well as secondary data through reviewing various documents. The data analysis technique uses an interactive model, namely data collection, data condensation, data presentation, and verification/conclusion. The results of this research show 1) The quality of health services at Sultan Iskandar Muda Hospital, Nagan Raya Regency with the dimensions of service quality, Tangible, Reliability, Responsibility, Empathy and Assurance has not been running optimally because the hospital cannot show the availability of adequate medical personnel resources. adequate competence and quantity as well as the lack of availability of infrastructure which results in the attitude of hospital medical personnel not optimally serving patients. 2) The dominant factors in realizing effective health service management at Iskandar Muda Hospital are budget and collaboration factors. It is understood that the availability of an adequate budget will really help the hospital provide all the available resources for competent nurses and doctors as well as the availability of equipment for medical rooms, laboratories and adequate work equipment. Apart from that, the collaboration factor is also very determining with external parties and other health institutions which can be innovated in the form of activities to improve the quality standards of hospital services, and to provide support from partners for various assistance with hospital facilities and infrastructure that are really needed for patients. 3) The implementation of Sultan Iskandar Regional Hospital services using the TQM model was not implemented in realizing quality health services due to the leadership of the hospital management which did not work well in compiling and setting clear service work standards which resulted in the Standard Operational Procedure (SOP) not being implemented. The hospital was created to be carried out well by all medical personnel in serving patients. The results of this research also explore the development of sustainable hospital and local government policies as one of the newest hospital service management models that are adaptive, transformative and valuable based on community needs.