Strategi Manajemen dalam Meningkatkan Mutu Pelayanan Kesehatan di Rumah Sakit: Literature Review

Abstrak

The quality of healthcare services is an important indicator of the success of hospital services and patient satisfaction. Increasing competition in the healthcare sector encourages hospitals to implement appropriate management strategies to improve the quality of services provided. This study aims to examine various management strategies that can support the improvement of healthcare service quality in hospitals using a literature review method. Data were obtained from a search of scientific articles on Google Scholar and Garuda for the period 2017–2025. The selection process was carried out through the stages of identification, screening, and eligibility assessment until nine relevant articles were obtained. The results of the study show that service quality is influenced by the quality of human resources, facilities, implementation of SOPs, communication, and good strategic management. Quality improvement strategies such as the PMKP program, a culture of excellent service, inter-unit coordination, and continuous evaluation have been proven to enhance service quality, patient satisfaction, and loyalty. However, the implementation of these strategies still faces obstacles in the form of limited human resources, high workload, and suboptimal information systems. Therefore, continuous evaluation and strengthening of management aspects need to be carried out to improve the quality of healthcare services.