Analisis Risiko Hematom pada Pengambilan Darah Studi Kasus di Klinik “P”

Anggraheni, Dewi (2021) Analisis Risiko Hematom pada Pengambilan Darah Studi Kasus di Klinik “P”. S2 thesis, Universitas Kristen Indonesia.

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Abstract

Mutu pelayanan merupakan faktor yang esensial dalam seluruh kegiatan klinik atau RS, dimana berdampak terhadap kenyamanan pasien serta berdampak pada menurunnya kepercayaan terhadap klinik/ RS. Salah satu kegiatan yang berdampak terhadap mutu pelayanan adalah pengambilan sampel darah yang memiliki resiko hematom. Kami meneliti kegiatan pengambilan darah di klinik “P” yang dapat menyebabkan hematom. Hasil penelitian kami ternyata resiko terjadinya hematom disebabkan oleh beberapa factor, yaitu alat, prasarana, persiapan pasien, proses pengambilan darah dan lokasi penusukan jarum pada pengambilan darah. Dari keempat faktor tersebut didapatkan 12 risiko, dengan 8 risiko memerlukan tindakan segera untuk mengelola risiko dan 4 risiko diperlukan tindakan untuk mengelola risiko. Tindakan yang harus diambil diantaranya menerapkan manajemen risiko, memperhatikan kualitas alat, prasarana, meningkatkan keterampilan petugas dengan mengadakan pelatihan pelatihan, sosialisasi SOP kepada petugas serta meningkatkan service excellent bagi petugas sehingga kepuasan pelanggan dapat terpenuhi. Dengan mengetahui dampak dan peluang dari terjadinya hematom serta dapat melakukan mitigasi dengan tepat dan benar. Maka diharapkan dapat mengurangi dampak bahkan menghindari risiko yang akan terjadi diklinik “P” Kata kunci: mutu pelayanan, risiko, hematom. / Service quality is an essential factor in all clinical or hospital activities where it affects patient comfort and has an impact on decreasing trust in the clinic / hospital. One of the activities that have an impact on the quality of service is taking blood samples that have a hematoma risk. We investigated the blood sampling activity at the “P” clinic which could cause a hematoma. The results of our study show that the risk of a hematoma is caused by several factors, namely equipment, infrastructure, patient preparation, the blood collection process and the location of the needle insertion in blood. Of the four factors, there are 12 risks, with 8 risks requiring immediate action to manage risks and 4 risks requiring action to manage risks. Actions that must be taken include implementing risk management, paying attention to the quality of tools and infrastructure, improving the skills of officers by providing training training, disseminating SOPs to officers and increasing service excellence for officers so that customer satisfaction can be fulfilled. By knowing the impact and opportunities of the occurrence of a hematoma and being able to mitigate properly and correctly. So it is expected to reduce the impact and even avoid the risks that will occur in the clinic "P". Key words: service quality, risk, hematoma

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