Open AccesseParticipation of SQA (Service Quality Assessment) in the Clinical Laboratory
Author(s) -
Joko Siswanto,
Nusa Putra,
Minarwati,
Herdiesel Santoso,
Syafrianto
Publication year - 2019
Publication title -
journal of physics. conference series
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 0.21
H-Index - 85
eISSN - 1742-6596
pISSN - 1742-6588
DOI - 10.1088/1742-6596/1201/1/012034
Subject(s) - quality (philosophy) , service (business) , process (computing) , quality assessment , process management , service quality , computer science , knowledge management , engineering management , business , operations management , engineering , marketing , external quality assessment , philosophy , epistemology , operating system
Clinical laboratory become one of the most dynamic environments in health services business. Nonetheless, not all clinical laboratories have the same service standards and quality. Service quality can be assessed by consumers/patients served in clinical laboratories. The results of the assessment of service quality can be used as an evaluation and measurement. Clinical laboratories have not been able to format, obtain, process and provide data about the assessment of service quality from the participation of consumers/patients by utilizing information technology. These problems are solved using research methods by adopting Framework participation. The framework consists of 3 levels, such as Participation Areas, Categories of Tools, and Technologies. The result of the research were the eParticipation of SQA application can be used as a tool for format, obtain, process and provide data on the assessment of service quality from consumers/patient’s participation consisting of 14 elements and had to be relevant, valid, and reliable. The benefit of the assessment results can be used to determine out the lack of assessment elements, performance, and considered as a policy for determination material.