Lancar (Fast and Structured Service) Using the CL (Checklist) Method to Improve Service Satisfaction
A Study at the Emergency Department of Syarifah Ambami Rato Ebuh Regional General Hospital in Bangkalan
DOI:
https://doi.org/10.54832/phj.v8i2.1556Keywords:
SMOOTH, checklist, patient family satisfaction, quality of care, emergency roomAbstract
Background:
Emergency Installation (IGD) services must be fast, precise, safe and structured to ensure safety and increase patient satisfaction. However, obstacles were still found in the form of unclear service flow, waiting times and sub-optimal communication.
Objective:
This research aims to analyze the influence of LANCAR (Fast and Structured Services) innovation using the Checklist method on patient family satisfaction at the emergency room at Syarifah Ambami Rato Ebuh Bangkalan Regional Hospital
Methods:
The research used a Posttest Only Control Group design with a quasi-experimental approach on 54 respondents consisting of 27 checklist groups and 27 non-checklist groups. Satisfaction was measured using the SERVQUAL questionnaire and analyzed by the Mann–Whitney U test
Results:
The results showed that the average satisfaction score of the checklist group was higher than that of the non-checklist group (78.67±2.48 vs 67.59±6.82). The Mann–Whitney test showed significant differences (Z = -5.105; p = 0.000)
Conclusion:
The implementation of the LANCAR innovation using the Checklist method has been proven to be effective in increasing patient family satisfaction through services that are more structured, consistent and in accordance with procedural operational standards.
Keywords: SMOOTH, checklist, patient family satisfaction, quality of care, emergency room.
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