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Poli Umum Puskesmas Kecamatan Tebet telah melaksanakan prinsip manajemen kualitas sesuai klausul persyaratan ISO 9001:2000. Namun, pada tahun2005, masih terdapat masalah yang mengganggu pelayanan bermutu yang diberikan. Tujuan penelitian ini mendapat gambaran penerapan delapan prinsipmanajemen kualitas sistem manajemen mutu ISO 9001:2000 di Poli Umum Puskesmas Kecamatan Tebet. Metode yang digunakan adalah kualitatif studi ka-sus dengan analisis dokumen, wawancara mendalam, dan observasi. Prinsip terfokus pelanggan diterapkan dengan melakukan survey kepuasan pelang-gan dan temu pelanggan secara rutin. Prinsip kepemimpinan diterapkan melalui motivasi, rapat tinjauan manajemen secara rutin. Prinsip keterelibatan se-mua diterapkan dengan memberi kesempatan petugas poli umum dalam pengambilan keputusan serta mengikuti pendidikan dan pelatihan. Prinsip pen-dekatan proses mengacu pada hasil pencapaian sasaran mutu poli umum yang ditetapkan. Prinsip pendekatan sistem manajemen dalam bentuk penetapanprosedur mutu di poli umum. Prinsip perbaikan terus menerus diterapkan berdasarkan hasil survei dan temuan yang tidak sesuai. Prinsip pengambilan kepu-tusan berdasarkan fakta mengacu hasil survey kepuasan pelanggan, audit internal dan eksternal, sehingga dihasilkan keputusan akurat. Hubungan salingmenguntungkan antara Puskesmas Kecamatan Tebet dengan pemasok regulasi meliputi Dinas Kesehatan Provinsi DKI Jakarta dan Suku Dinas KesehatanMasyarakat Kodya Jakarta Selatan.The general polyclinic at Tebet Community Health Center, South Jakarta has already implemented quality management principles based on ISO 9001:2000.However, it was noted in 2005 that the implementation was hindered by several constraints. The objective of this study is to describe the implementation ofeight principles of ISO 9001:2000 quality management system in general polyclinic at Tebet Community Health Center, South Jakarta. Methods used in thisstudy is qualitative through document analysis, in-depth interview and observation. Client focus principles was applied through client satisfaction survey androutine client meeting. Leadership principle was applied through motivational support and routine management review meeting. Involvement principle wasapplied by providing opportunity for all personnel in decision making and attending further education and training. Process approach principle was appliedby referring to quality output accomplishment. Systemic approach principle was applied by determination of quality management procedure. Continuous im-provement principle was applied through revision based on survey results and findings. Fact-based decision making principle was applied through utilisationof survey and audit (both internal and external) results in the decision making process to produce accurate decisions. The study also found a mutually be-nefit relationship between Tebet Community Health Center and regulators including DKI Jakarta Health Office and Sub-office of Public Health of South JakartaCity. |
