Transcript MINIMUM STANDARD OF SERVICES

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MINIMUM STANDARD OF
SERVICES
TITO YUSTIAWAN
AIRLANGGA UNIVERSITY - PUBLIC HEALTH FACULTY
DEPARTMENT OF HEALTH ADMINISTRATION AND POLICY
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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”
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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)
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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 supragovernmental requirements which are
enforced over a defined geographic area
• Industry groups may (should) also develop
standards that relate to a specific industry or
market
Shewhart’s PDCA Model
1.Plan
4. Act
Identify the
Implement improvement
and make
the plan
a plan
3. Check
Is the plan
working?
2. Do
Test the
plan
Figure 6.3
© 2008 Prentice Hall, Inc.
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STANDARD LIFE CYCLE
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STANDARD LIFE CYCLE
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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)
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CHARACTERISTIC OF SERVICES
(Kotler, 1997)
•
•
•
•
INTANGIBLE
INSEPARABLE
PERISHABLE
VARIABLE
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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
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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.
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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 qualityIt is the degree to which a set of inherent
characteristics fulfills requirements.
• Quality is ‘ fitness for use ‘ of the product –
Joseph Juran.
•
•
•
•
•
•
•
•
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
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INPUT
MAN
• COMPETENTION
• LEADERSHIP
• MINDSET
METHOD
• GUIDANCE
• METHODS
• APPROACHES
MATERIAL
• DATA
• INFORMATION
MACHINE
• HARDWARE
• FACILITY
• INFRASTRUCTURE
MARKET
• NEED & DEMAND
• EPID. STATUS
SYSTEM APPROACH ON
“SPM”
P
R
O
S
E
S
FEEDBACK
OUTPUT
“BETTER”
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EFEKTIVITAS PENYUSUNAN SPM
1.
2.
3.
4.
5.
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
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