Saya jarang sekali mendapatkan kesempatan membagikan bagaimana kegiatan pembelajaran di Magister Manajemen Rumah Sakit prodi Pasca Sarjana IKM FKKMK UGM menunjang praktek klinis saya. Kali ini kesempatan itu datang. Materi ini dibuat untuk pada dokter muda FKKMK UGM yang sedang menjalani rotasi klinik di Ilmu Kesehatan Masyarakat FKKMK UGM. Presentasi ini dibawakan 25 September 2023. Dalam presentasi ini saya membahas empat dari sekian banyak hal yang saya pelajari di MMR UGM dan sangat mendukung kegiatan praktek klinik sebagai dokter spesialis. Semoga bermanfaat!

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arian9677@gmail.com @eanplastic
Customer Satisfaction
and Patient Safety
How Hospital Management
Shapes My Clinical Practice
Robertus Arian Datusanantyo (EAN)
Plastic Surgeon

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arian9677@gmail.com @eanplastic
My Clinical Journey 2
2007 - 2008 RSUD Sekayu, Kab. Musi Banyuasin
Dokter PTT
2009 - 2015 RS Panti Rapih, Yogyakarta
Dokter Jaga Ruangan – IGD, Kepala IGD,
Tim Akreditasi, Tim Revolusi KIA NTT / sister hospital
2011 - 2012 Klinik Panti Rahayu Kelor, Gunung Kidul
Pelaksana Harian Direktur
2012 - 2015 Universitas Gadjah Mada
Pasca Sarjana IKM – Magister Manajemen Rumah Sakit
2015 - 2020 RSUD Dr. Soetomo, Surabaya
Residen Bedah Plastik
2020 - present RSUD Prof. Dr. W. Z. Johannes, RS St. Carolus Borromeus, RS
Leona - Kupang, NTT
Dokter spesialis bedah plastik

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arian9677@gmail.com @eanplastic
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arian9677@gmail.com @eanplastic
Revolutions of Indonesian Hospital 4
2005 -
Introduction of
Patient Safety;
ASKESKIN
2006 - UU
Praktek
Kedokteran
2009 – UU
Kesehatan
dan UU
Rumah Sakit
2014 - ASKES
berubah
menjadi BPJS
Kesehatan
2023 - UU
OBL
Kesehatan
2012 – Sistem BARU
Akreditasi RS berlaku
2008 – Kasus Prita
Mulyasari vs RS Omni
International, Tangerang
2020 – Pandemi
COVID19

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arian9677@gmail.com @eanplastic
Gaps in Medical Education
• Administration work
• Financing healthcare
• Legal consequences
• Career paths
• Quality: satisfaction,
indicators
• Screw in enermous
machine
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arian9677@gmail.com @eanplastic
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Customer vs
Patient
Quality
Patient Safety Collaboration

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arian9677@gmail.com @eanplastic
Customer vs Patient
It’s not the strongest nor the most intelligent of
the species that survive; it is the one most
adaptable to change.
- Charles Darwin
Never forget that only dead fish swim with the
stream.
- Malcolm Muggeridge
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arian9677@gmail.com @eanplastic
Customer vs Patient
External Customer:
- Pembeli
- End user
Internal Customer:
- Pemilik proses
selanjutnya
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arian9677@gmail.com @eanplastic
Intelligent Health Consumer Behavior
1. They seek reliable sources of information.
2. They maintain a healthy lifestyle.
3. They select practitioners with great care.
4. They undergo appropriate screening tests and, when illness strikes, use self-care
and professional care as needed.
5. They communicate effectively.
6. When a health problem arises, they take an active role in its management.
7. They understand the logic of science and why scientific testing is needed to test
and to determine which theories and practices are valid.
8. They are wary of treatments that lack scientific support and a plausible
rationale.
9. They are familiar with the economic aspects of health care.
10. They report frauds, quackery, and other wrongdoing to appropriate agencies and
law enforcement officials.
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arian9677@gmail.com @eanplastic
Internal Customer - Illustration
Emergency Department
Setting:
- Specialist / consultant
- Ward physician
- Nurse
- Radiology technician
- Other unit: OR / HD /
ICU / CICU, etc.
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arian9677@gmail.com @eanplastic
Patients' experiences
should be the
fundamental source
of the definition of
"quality."
- Donald M. Berwick
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arian9677@gmail.com @eanplastic
Quality 12
Konsep
Berwick
Setinggi apapun
pelayanan
“berkualitas” yang kita
klaim, tidak ada
maknanya bila tidak
“dialami” oleh pasien.
Klinisi, minimal
berpikir sebagai
bagian dari sistem
mikro: berhubungan
langsung dengan
pasien sekaligus
memberi umpan balik
ke organisasi.

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arian9677@gmail.com @eanplastic
Patient Safety 13

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arian9677@gmail.com @eanplastic
Part of Team 14
• Innovator
• Worker
• Monitor/Evaluator
• Resource
Investigator
• Completer
• Free Rider

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arian9677@gmail.com @eanplastic
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Collaboration in health
care:
- Reducing preventable
adverse drug reaction
- Decreasing morbidity
and mortality rate
- Optimising medication
dosage
- Reducing extra work
- Increasing job
satisfaction
(Bosch and Mansell, 2015)

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arian9677@gmail.com @eanplastic
Take Home Messages
• Gaps between medical
education and medical
practice: hospital.
• Adapt to survive.
• Management cycle is
similar to clinical steps
and reasoning.
• Management IS part of
clinical practice.
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arian9677@gmail.com @eanplastic
dr. Robertus Arian D. (EAN), M.P.H.,M.Ked.Klin.,Sp.B.P.R.E.
Dokter Spesialis Bedah Plastik Rekonstruksi & Estetik
RSUD Prof. Dr. W. Z. Johannes; RS St. Carolus Borromeus; RS Leona
WA: +62 818 04 245 382; Instagram: @eanplastic;
E-mail: arian9677@gmail.com; #bedahplastikntt;
Presentations: http://bit.ly/ean_slideshare
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