ISO 9001 in Public Health Center (Puskesmas): Design, Control, and Quality Improvement in Order to Increase Community Health in Tangerang Selatan

Abstract

ISO 9001: 2008, is an internationally recognized certification system categorized under the ISO 9000 family. This system sets out the requirements of quality management, with a strong client focus. It helps to ensure the end-users receive consistent, good quality services, which in turn reflect on the development and improvement of the services provided by the organization. However, although the number of public health centre implementing these standards is on the increase, there is little conclusive evidence demonstrating the process actually improves the quality of care offered and  to date there have been no studies to investigate the continuous quality improvement of the ISO certification at public health center in Indonesia. This study aim is to identify how the ISO quality management system could bring continuous quality improvement (design, control, quality) of public health center in order to increase community health in Tangerang Selatan.To evaluate the continuous quality improvement of ISO quality management system we use the comprehensive evaluation methods PDCA (Plan, Do, Check/Study, Action) which was created by Deming (1950). The research design of this study is quantitative and qualitative approach. The quantitative research is used for patient survey in all public health center which already certified by ISO. The quantitative research is used for case study of implementation of ISO quality management in all public health center which already certified by ISO.The result of this research showed that health services in Puskesmas Benda Baru and Ciputat were good, while the health services in Puskesmas Jombang and Rengas were not good. The services was given to patients including services in registration, clinic, pharmacies, and laboratorium. The performance of staff in three health center were good, including Puskesmas Benda Baru, Puskesmas Ciputat Timur, and Puskesmas Parigi. Most of patients at puskesmas were satisfied with the Puskesmas services and agreed that Puskesmas had good facilities.The planning stages ISO at puskesmas preceded by shared commitments staff puskesmas. The implementation of ISO has run well which demonstrated by the the documents that in accordance with the ISO standard. The evaluation ISO performed at puskesmas including: self-assessment, survey customer satisfaction, internal audit and assessment in every clinic. Commitment for the implementation of quality management system was by measuring customer satisfaction with the provision of workshop every three months once and filling out of the questionnaires patients every six months and using a suggestion box.The conclusion of this research is ISO 9001 could improve the health services, performance of staff, and facilities of health center (Puskesmas). Most of patients who seeking health services in 6 Puskesmas (including four  Puskesmas is  preparing to get ISO certification and 2 Puskesmas already got ISO certificate) were satisfy with services from the Puskesmas.