Service Excellence Administrasi di Rumah Sakit
DOI:
https://doi.org/10.55314/tjp.v5i1.827Abstract
Penulis
Dr. Dra. Wiwik Suryandartiwi, MM
Muhammad Firdaus. MMR
Marian Tonis., SKM, MKM.
Bobi Handoko, SKM., M.Kes.
Marido Bisra, M. Tr. ID
ISBN
xxxxxxxxxxxxxx
Editor
Diana Michel
Penata Letak
Iman Amanda Permatasari
Layout dan Desain Cover
Wendi Firnanda
Penerbit
The Journal Publishing
Anggota IKAPI
viii+184 Hlm; 14,8 cm x 21 cm.
Cetakan I, Agustus 2024
Deskripsi :
Konsep pelayanan prima adalah satu hal yang sudah sering menjadi jargon di berbagai instansi dan organisasi, termasuk di rumah sakit. Berbagai upaya untuk mengukur dan memastikan adanya service excellence sudah juga sudah banyak di lakukan. Rumah sakit sebagai organisasi kemanusiaan memiliki peran unik di mana pelayanan prima sudah menjadi satu hal dasar yang harusnya sudah dilakukan oleh rumah sakit sejak lama.
References
Adisasmito, W. (2017). Audit lingkungan rumah sakit (Edisi ke-1, cetakan ke-3, Mei 2017). Rajawali Pers.
Adrianto, R. (2023). Manajemen keuangan kesehatan (Cetakan Pertama, Januari 2023). CV. Budi Utama.
Agrawal, A. (Ed.). (2014). Patient Safety: A Case-Based Comprehensive Guide. Springer New York. https://doi.org/10.1007/978-1-4614-7419-7
Albach, H., Meffert, H., Pinkwart, A., Reichwald, R., & Von Eiff, W. (Ed.). (2016). Boundaryless Hospital. Springer Berlin Heidelberg.
Amelung, V. E. (2013). Healthcare Management: Managed Care Organisations and Instruments. Springer Berlin Heidelberg. https://doi.org/10.1007/978-3-642-38712-8
Bogner, M. S. (Ed.). (1994). Human error in medicine. L. Erlbaum Associates.
Chang, C. M. (2010). Service Systems Management and Engineering: Creating Strategic Differentiation and Operational Excellence (1 ed.). Wiley. https://doi.org/10.1002/9780470900208
Christopher M. Bishop. (1995). Neural Networks of Pattern Recognition (Edisi ke-1). Oxford University Press.
Cook, S. (2012). Complaint management excellence: Creating customer loyalty through service recovery. Kogan Page.
Daniel B. McLaughlin and Julie M. Hays. (2022). Healthcare Operations Management (Edisi ket-3). Health Administration Press.
Durán, A., & Wright, S. (Ed.). (2020). Understanding Hospitals in Changing Health Systems. Springer International Publishing. https://doi.org/10.1007/978-3-030-28172-4
Hamed Rahimi, dkk. (2014). Indicators of Hospital Performance Evaluation: A Systematic Review. International Journal of Hospital Research (IJHR).
Herlambang, S. (2016). Manajemen pelayanan kesehatan rumah sakit: Cara mudah memahami manajemen di rumah sakit dan organisasi pelayanan kesehatan lainnya (Cetakan pertama 2016). Goysen Publishing.
Herlambang, S. (2018). Customer service rumah sakit dan jasa kesehatan: Cara sukses melayani pelanggan di dunia kesehatan (Cetakan pertama, 2018). Goysen Publishing.
Idris, H. (2018). Administrasi dan kebijakan kesehatan. Pustaka Panasea.
Johnson, D. (2024). Hospital Quality; Implementing, Managing, and Sustaining an Effective Quality Management System.
Kolker, A. (2012). Healthcare Management Engineering: What Does This Fancy Term Really Mean?: The Use of Operations Management Methodology for Quantitative Decision-Making in Healthcare Settings. Springer New York.
Livingston, B. (2008). How you do-- what you do: Create service excellence that wins clients for life. McGraw-Hill.
Marzuki, D. S. (2023). Strategi meningkatkan mutu pelayanan dan pemasaran rumah sakit (M. Alwy Arifin, Yunifitriani, & Atika Dahlila Fauzi, Ed.; Cetakan Pertama, Juli 2023). CV. Cakrawala Satria Mandiri.
Pfannstiel, M. A., & Rasche, C. (Ed.). (2019). Service Design and Service Thinking in Healthcare and Hospital Management: Theory, Concepts, Practice. Springer International Publishing.
Ramani, K. V. (2013). Hospital management: Text and cases. Dorling Kindersley (India).
Sabarguna, B. S. (2014). Kompetensi manajemen rumah sakit (Edisi Revisi). Sagung Seto.
Shirley, D. (2020). Project management for healthcare (Second edition). CRC Press.
Weimann, E., & Weimann, P. (2017). High Performance in Hospital Management: A Guideline for Developing and Developed Countries. Springer Berlin Heidelberg.
William N. Zelman, Michael J. McCue, dan Alan R. Milikan. (2014). Financial Management of Health Care Organizations: An Introduction to Fundamental Tool, Concepts, and Applications. Jossey-Bass.
World Health Organization. (2014). The high 5s project: Interim report. World Health Organization. https://iris.who.int/handle/10665/330068
World Health Organization & Pan American Health Organization. (2015). Hospital safety index: Guide for evaluators (2nd ed.). World Health Organization. https://iris.who.int/handle/10665/258966
Yasin, M. (2014). Organisasi, manajemen, leadership : studi transformasi BUMN : pentingnya continuous learning dan continuous improvement. Exposé, Ujungberung, Bandung.
