SERVICE EXCELLENT 5S1B

Summary

The transcript presents a day at RSUD Dr. Sudono Hospital, where staff members work together to provide medical care and excellent customer service. It highlights the process of referring patients, explaining medical decisions, and managing patient information, including the use of the Sirujak Pono app for quicker patient referrals. The narrative emphasizes the hospital’s commitment to responsive, high-quality care, detailing both patient interactions and the efficiency of hospital operations. Through its focus on compassionate care and communication, the video underscores the hospital’s dedication to patient safety, satisfaction, and continuous improvement in service.

Takeaways

• 😀 The hospital provides excellent service and prioritizes patient care, with staff ensuring smooth and efficient operations.
• 😀 A patient referral process is discussed where the patient’s condition (high blood pressure, 34 weeks pregnant) requires immediate attention and transfer.
• 😀 The doctor recommends urgent delivery due to the patient's high blood pressure, which poses risks to both mother and baby.
• 😀 The referral process includes communication challenges, but a new digital solution, the 'Sirujak Pono' app, is introduced for easier referrals.
• 😀 The 'Sirujak Pono' app allows healthcare providers to refer patients more efficiently by filling out a form and receiving quick responses.
• 😀 The hospital ensures the patient and family are informed about the potential risks, including the need for early delivery despite the baby being underdeveloped.
• 😀 The hospital emphasizes the importance of ensuring patient consent and understanding before proceeding with medical procedures.
• 😀 The doctor emphasizes the need for a signed consent form for further action and clarifies details with the patient’s family.
• 😀 The hospital provides clear directions and offers assistance to patients, ensuring ease of navigation within the hospital, such as directions to the restroom.
• 😀 The hospital stresses its commitment to continuous improvement, creative innovation, and the integration of technology to enhance service quality and patient satisfaction.

Q & A

What is the main purpose of the script?

The main purpose of the script is to depict a conversation at Dr. Sudono Hospital, where staff discusses the referral of a patient with high blood pressure and the potential need for an emergency delivery.

What issue is being addressed in the hospital?

The issue being addressed is a pregnant woman referred due to high blood pressure at 34 weeks of pregnancy. The medical team is considering the need for an emergency delivery due to the risks posed by her condition.

Why was the patient referred to Dr. Sudono Hospital?

The patient was referred due to high blood pressure that could pose a significant risk to both her and her baby. The referring midwife was unable to contact the hospital, so the patient came directly.

What was the initial communication issue with the referral?

The initial communication issue was that the phone calls from the referring midwife were not being answered, which led to confusion and frustration. The hospital staff apologized for the inconvenience and explained that network issues might have been the cause.

What action is being taken regarding the pregnant woman's health?

The medical team has decided that the patient's pregnancy must be terminated immediately due to her high blood pressure, which poses a danger of seizures and could endanger both her life and the baby's.

What does the doctor suggest as the next step for the patient?

The doctor recommends that the patient undergo a cesarean section to deliver the baby, despite the baby being underdeveloped due to the high blood pressure risk. The baby will be monitored and treated in the neonatal care unit afterward.

How does the hospital handle referrals more efficiently?

The hospital uses an application called 'Sirujak Pono' for more efficient patient referrals. This app allows medical staff to submit patient data through a Google form, ensuring faster communication and a more streamlined process.

What are the advantages of using 'Sirujak Pono' for referrals?

The advantages of using 'Sirujak Pono' include faster and more reliable communication compared to phone calls, as the app ensures that data is directly sent to the hospital staff, who then respond promptly.

What does the hospital emphasize in its patient care approach?

The hospital emphasizes providing excellent service, being responsive to patient needs, and maintaining a high standard of care. It also values innovation and the use of technology to improve service delivery.

How does the hospital address patient satisfaction and quality of service?

The hospital is committed to providing quality care that meets patient needs, being sensitive to community demands, and utilizing available resources efficiently. It also aims to continuously improve through scientific methods and decision-making based on patient safety.