QUALITY ASSURANCE

RUMAH SAKIT
Uniba, Desember 2014
dr. Munzir Purba, MQIH

DEFINISI
Quality:
Assurance:
QA:

QUALITY
Meeting the needs and exceeding the
expectations of those we serve (Memenuhi
kebutuhan dan melebihi harapan pihakpihak yang kita layani)
Delivering all and only the care that the
patient and family needs (Memberikan
SELURUH dan hanya pelayanan yang
dibutuhkan oleh pasien dan keluarganya)

QUALITY
..meeting and exeeding customer needs
and expectations through continuous
improvement of all our processes. Customer
includes patients, families and others who
come to us for care or other services;
physicians, employees; payors; and other
members of the community we serve
Mary R. Zimmerman, RN, Director, Quality
Resources Meriter Hospital,
Madison, Winconsin, USA

QUALITY
Quality of care is the degree to which
health services for individuals and
populations increase the likelihood of
desired health outcomes and are
consistent with current, professional
knowledge
Institute of Medicine - USA

QUALITY
Quality of care is the extent to which
actual care is in conformity with
present criteria for good care
Donabedian 1980
Doing the right thing, right away
total quality management

ASSURANCE
Merriam Webster dictionary:
the state of being sure or certain
about something (kepastian
mengenai sesuatu)
a strong feeling of confidence about
yourself or about being right
(keyakinan)
a strong and definite statement that
something will happen or that
something is true

QUALITY ASURANCE
An overall management plan to guarantee
the integrity of data
The Australian Council on Healthcare
Standards (ACHS): QA is a formal process
whereby the quality and appropriateness
of patient care and/or departemental
performances is documented and
evaluated by the professional group
responsible or within a multi-disciplinary
team

QUALITY ASSURANCE
Kahn: .. process which allows all of
us to look systematically at what we
are doing, at the environtment in
which we are doint it, and at the
consequences of what we are doing,
so that in the future we can either
continue to do a good job or, better
still, improve on our previous
performances

QUALITY ASSURANCE
Pawsey: QA includes activities
concerned with both the quality of
the care or service and the
appropriate and efficient use of
resources

QA
Menetapkan standar-standar
Fokus pada pencapaian standar
Pencapaian standar-standar dapat dengan
jelas menjamin suatu derajat mutu.
Kegiatan QA secara umum dilaksanakan di
seluruh program di bagian-bagian RS
Pencapaian di setiap bagian diukur dan
dibandingkan dengan standar-standar
Harus menjadi kegiatan berkelanjutan dan
menjadi bagian dari kegiatan rutin harian

QA
Dalam perkembangan selanjutnya
QA dapat ditemukan dalam bentukbentuk lain seperti:
Quality management, Total Quality
Management, Quality Improvement,
Continuous Quality Improvement, Risk
Management, Peer Review, Utilisation
Review

QA
Structure: ~ Sumber daya, 3M
Process
Berfungsinya fasilitas pelayanan
kesehatan
Lebih fokus pada customer

Outcome:
Hasil ahir

PENDEKATAN QA
Customer focus
External customer
Internal customer

Supliers
External supliers
Internal supliers

Structure Process - Outcome

MENGUKUR QUALITY
Hanya yang dapat kita ukur dapat
kita tingkatkan!
Dulu:
Qualitative, subjective,
Bahkan tidak dapat diukur

Sekarang
Quantitative, objective
Harus dapat diukur

10 STEPS QA PROCESS
Planning for QA
Developing guidelines and setting standards
Communicating standards and specifications
Monitoring quality
Identifying problems and selecting oppurtunities for
improvement
6. Defining the problem operationally
7. Choosing a team
8. Analyzing and studying the problem to identify its root
causes
9. Developing solutions and actions for impovement
10.Implementing and evaluating Q improvement efforts
1.
2.
3.
4.
5.

QUALITY MEASUREMENT
It is very difficult to measure service
quality because it is a subjective
experience. Even if an employee or
product performed exactly as
intended, a consumer may be
dissatisfied for another reason.
Keeping this in mind, there are five
categories that have been found to
be reliable indicators of customer
satisfaction: assurance, empathy,