MINIMUM STANDARD OF SERVICES TITO YUSTIAWAN AIRLANGGA UNIVERSITY - PUBLIC HEALTH FACULTY DEPARTMENT OF HEALTH ADMINISTRATION AND POLICY

DEFINITION OF STANDARD Formal standards bodies: a standard is “a document established by consensus and approved by a recognized body, that provides, for common and repeated use, rules, guidelines or characteristics for activities or their results, aimed at the achievement of the optimum degree of order in a given context”

DEFINITION OF STANDARD WRITTEN DEFINITION, LIMIT (TRESHOLD), OR RULE (POLICY) APPROVED AND MONITOR FOR COMPLIANCE BY AN AUTHORITATIVE AGENCY (OR PROFESSIONAL OR RECOGNIZED BODY) AS A MINIMUM ACCEPTABLE BENCHMARK (www.business dictionary.com)

Why are standards important? Standards create compatibility Compatibility defined as ‘the suitability of products, processes or services for use together under specific conditions to fulfill relevant requirements without causing unacceptable interactions.’ (ISO/IEC, 1991) The terms ‘compatibility’ and ‘interoperability’ are exchangeable in the following slides.

WHERE WILL THE STANDARDS BE USED? (Baskin et al, 1998) Applicability of a standard can be assessed in terms of market, industry or geography Traditionally, standards use has been associated with governmental or supra-governmental requirements which are enforced over a defined geographic area Industry groups may (should) also develop standards that relate to a specific industry or market

Identify the improvement and make a plan Shewhart’s PDCA Model 4. Act Implement the plan Plan Identify the improvement and make a plan 3. Check Is the plan working? 2. Do Test the plan Figure 6.3

STANDARD LIFE CYCLE

STANDARD LIFE CYCLE

DEFINITION OF SERVICES A SERVICE IS AN ACT OF PERFORMANCE THAT ONE PARTY CAN OFFER TO ANOTHER THAT IS ESSENTIALLY INTANGIBLE AND CAN NOT EFFECT ANY OWNERSHIP (KOTLER, 1997) A PROCESS THAT CREATES BENEFIT BY FACILITATING EITHER CHANGE IN CUSTOMERS, PHYSICAL POSSESSIONS, OR THEIR INTANGIBLE ASSETS (www.citehr.com)

CHARACTERISTIC OF SERVICES (Kotler, 1997) INTANGIBLE INSEPARABLE PERISHABLE VARIABLE

MINIMUM STANDARD (Humanitarian Charter and Minimum Standard, 2000) QUALITATIVE SPECIFY MINIMUM LEVELS TO BE ATTAINED MUST FOLLOWED WITH KEY INDICATORS  MAY BE QUALITATIVE OR QUANTITATIVE KEY INDICATOR PROVIDE WAY OF MEASURING AND COMMUNICATING THE IMPACT, OR RESULT

MINIMUM STANDARD OF SERVICES (modified by Yustiawan) A formal and written policy (guide and rules) of minimum level specification contains: definition, key indicators (qualitative and/or quantitative), limit (tresshold) approved by authorized party to deliver services and attain performance expectation. WRITTEN DEFINITION, LIMIT (TRESHOLD), OR RULE (POLICY) APPROVED AND MONITOR FOR COMPLIANCE BY AN AUTHORITATIVE AGENCY (OR PROFESSIONAL OR RECOGNIZED BODY) AS A MINIMUM ACCEPTABLE BENCHMARK (www.business dictionary.com)

CONCERNED OF SPM (Smoke, 2002) VARIABILITY, BASED ON INTERNATIONAL STANDARD ARE UNREALISTIC FOR LOCAL STANDARD FAILURE TO ATTAIN COULD BE USED AS AN EXCUSES LACK OF ATTENTION TO THE ACTIONS DEFINING AND ESTABLISHING MINIMUM SERVICE STANDARD HAS BEEN UNEVEN AND PROBLEMATIC BOTH PROCESS AND RESULTS

Quality - Definitions Quality is excellence that is better than a minimum standard. It is conformance to standards and ‘fitness of purpose’ ISO 9000:2000 definition of quality- It is the degree to which a set of inherent characteristics fulfills requirements. Quality is ‘ fitness for use ‘ of the product –Joseph Juran.

DIMENSI MANAJEMEN MUTU PELAYANAN Kompetensi teknis (Technical competence) Akses terhadap pelayanan (Access to service) Efektivitas (Effectiveness) Efisiensi (Efficiency) Kontinyuitas (Continuity) Keamanan (Safety). Hubungan antar manusia (Interpersonal Relations) Kenyamanan (Conformity)

PP 23 tahun 2005 Standar pelayanan minimum harus mempertimbangkan: kualitas layanan**, pemerataan dan kesetaraan layanan, biaya kemudahan untuk mendapatkan layanan.

PP 23 tahun 2005 **Kualitas layanan meliputi: teknis layanan proses layanan tata cara waktu tunggu untuk mendapatkan pelayanan

SYSTEM APPROACH ON “SPM” PROSES OUTPUT “BETTER” INPUT FEEDBACK MAN COMPETENTION LEADERSHIP MINDSET METHOD GUIDANCE METHODS APPROACHES MATERIAL DATA INFORMATION MACHINE HARDWARE FACILITY INFRASTRUCTURE MARKET NEED & DEMAND EPID. STATUS INPUT SYSTEM APPROACH ON “SPM” PROSES OUTPUT “BETTER” FEEDBACK

EFEKTIVITAS PENYUSUNAN SPM SESUAI KEBUTUHAN (NEED) SESUAI MASALAH (PROBLEM BASED) SESUAI BUKTI (EVIDENCE BASED) SESUAI KEMAMPUAN (ABILITY) SESUAI VISI DAN MISI (STRATEGY)

Pra Syarat Keberhasilan Implementasi SPM Komitmen dan Kepemimpinan seluruh unsur di RS Dipayungi dengan Kebijakan (Policy) Mindset Continous Quality Improvement Program Quality Assurance  melakukan pengukuran, survei, audit dan analisis (monitoring dan evaluasi) secara periodik SPM HARUS dibarengi dengan penyusunan SPO sebagai operasionalisasi pencapaian indikator dalam SPM