THE QUALITY OF HEALTH SERVICES IMPROVEMENT BASED ON SIX SIGMA METHOD IN DENTAL POLYCLINIC AT PUSKESMAS DEMPO PALEMBANG

Abstract

Service quality has become the main focus of implementing health services. One of  method that can be used to see service quality improvement in customer perception is the six sigma method. There are problems related to service at the Dental Polyclinic at Puskesmas Dempo, which can be seen from unstable number of patients in last few months, which is right target for implementing the six sigma method. Purpose of this study was to determine aspects that can improve the quality of health services using the six sigma method. Design research is descriptive. Data was obtained through interviews, observation and documentation from various information sources such as: health workers, patients, and others. Data analysis used the six sigma method consist of: define, measure, analyze, improve and control. Based on the review of the data obtained, it shows that each dimension of quality improvement has problems related to service. Based on the calculation results at the measure stage, the quality dimension of service quality improvement has the highest DPMO value of 250,000 and the lowest sigma level of 2.25 is on the responsiveness dimension. Through analysis of the FMEA and 5W + 2H tables, an action plan is obtained by adding doctors and dental nurses and utilizing the duration of service as effectively as possible in treating patients. Aspects that can improve the quality of health services in the perspective of patient satisfaction in The Dental Polyclinic at Puskesmas Dempo are by adding dentists and dental nurses and making the most effective use of the duration of service in treating each patient.