IMPLEMENTASI PRAKTIK SERVICE EXCELLENCE PETUGAS FRONTLINER DALAM UPAYA MEMBERIKAN MUTU LAYANAN PRIMA DI RUMAH SAKIT YPK MANDIRI

Abstrak

Praktik pelayanan prima (service excellence) di rumah sakit memiliki peran vital dalam meningkatkan mutu layanan dan kepuasan pasien. Penelitian ini bertujuan untuk mengevaluasi implementasi pelayanan prima oleh petugas frontliner (pendaftaran dan petugas asuransi rawat jalan) di Rumah Sakit YPK Mandiri. Metode yang digunakan adalah observasi kualitatif tidak terstruktur unobstrusive-non-participative, yang dilakukan di bagian pendaftaran dan petugas asuransi rawat jalan. Hasil penelitian menunjukkan bahwa aspek personal grooming dan greeting, komunikasi, sikap ramah, dan penampilan petugas telah memenuhi sebagian besar indikator pelayanan prima, seperti bahasa tubuh yang positif, nada suara ramah, dan empati terhadap pasien. Namun, ditemukan beberapa ketidakkonsistenan, seperti penggunaan atribut identitas dan seragam yang belum seragam, serta kurangnya inisiatif dalam menawarkan layanan tambahan kepada pasien. Studi ini menyimpulkan pentingnya penerapan standar yang seragam dan pelatihan berkelanjutan bagi petugas frontliner untuk meningkatkan mutu layanan dan citra rumah sakit. Rekomendasi meliputi penyusunan kebijakan internal terkait pelayanan prima, program monitoring berkala, dan pelatihan penyegaran bagi petugas frontliner.

The practice of excellent service in hospitals plays a vital role in improving service quality and patient satisfaction. This study aims to evaluate the implementation of excellent service by frontliners (registration and outpatient insurance officers) at YPK Mandiri Hospital. The method used is unstructured qualitative unobtrusive-non-participative observation, which was conducted in the registration and outpatient insurance officer sections. The results of the study indicate that the aspects of personal grooming and greeting, communication, friendly attitude, and appearance of officers have met most of the indicators of excellent service, such as positive body language, friendly tone of voice, and empathy towards patients. However, some inconsistencies were found, such as the use of identity attributes and uniforms that were not yet uniform, and the lack of initiative in offering additional services to patients. This study concludes the importance of implementing uniform standards and ongoing training for frontliners to improve service quality and hospital image. Recommendations include the preparation of internal policies related to excellent service, periodic monitoring programs, and refresher training for frontliners.