Analysis and Design of Service Quality Improvement Strategy Using the Failure Mode and Effect Analysis (FMEA) Method at Kemala Clinic
Abstract
Healthcare service quality is a crucial factor influencing patient satisfaction and the success of healthcare delivery. As a primary healthcare facility, Kemala Clinic is required to provide effective, efficient, and high-quality services. However, preliminary observations revealed several service-related issues, such as long patient wait times, registration queues, administrative delays, and suboptimal service communication. This study aims to identify the factors influencing service quality and to design strategies for improving service quality at Kemala Clinic. This study employs an action research design with a descriptive approach. Data were collected through observation, interviews, questionnaires, and document review. Data analysis involved identifying service issues, processing data using a Likert scale, and analyzing root causes using a Fishbone Diagram based on the categories of man, method, machine (technology), environment, and management. The results indicate that the "Opportunity" factor received the highest average score (3.91), followed by "Strength" (3.75) and "Deficiency" (3.37). The Fishbone Diagram analysis revealed that the primary causes of long patient wait times were manual administrative processes, inefficient service workflows, limited staffing, an increasing number of patients, and suboptimal monitoring and evaluation of service quality. Based on these findings, recommended improvement strategies include digitizing the administrative system, implementing an online queue and reservation system, refining service Standard Operating Procedures (SOPs), enhancing human resources, and conducting periodic monitoring and evaluation. Implementing these strategies is expected to improve service process efficiency, reduce patient wait times, increase patient satisfaction, and support the continuous improvement of healthcare service quality at Kemala Clinic.
Keywords: Service Quality, Kemala Clinic, Fishbone Diagram, Improvement Strategy, Healthcare Service.
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