Implementasi Metode Design Thinking Dalam Inovasi Layanan Klinik Spesialis Aanak: Studi Kasus Klinik Anak SPC

Ridwan, Ahmad (2024) Implementasi Metode Design Thinking Dalam Inovasi Layanan Klinik Spesialis Aanak: Studi Kasus Klinik Anak SPC. Masters thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Penelitian ini bertujuan untuk mengimplementasikan metode design thinking dalam inovasi layanan di Klinik Spesialis Anak SPC dan mengevaluasi dampaknya terhadap kualitas layanan dan kepuasan orang tua. Metode design thinking terdiri dari lima tahapan: empati (empathize), mendefinisikan (define), menciptakan ide (ideate), membuat prototipe (prototype), dan menguji (test). Penelitian ini menggunakan pendekatan kualitatif dengan teknik pengumpulan data berupa wawancara, observasi, dokumentasi, dan kuesioner. Data dianalisis menggunakan teknik analisis Miles dan Huberman yang meliputi reduksi data, penyajian data, dan penarikan kesimpulan. Hasil penelitian menunjukkan bahwa inovasi layanan yang diterapkan, seperti sistem pendaftaran online, layanan homecare untuk imunisasi dan pijat bayi, program edukasi kesehatan untuk orang tua, layanan yang lebih terspesialisasi, dan program kemitraan dengan sekolah- sekolah, berhasil meningkatkan efisiensi, aksesibilitas, dan kualitas layanan. Inovasi ini juga terbukti meningkatkan kepuasan orang tua pasien. Implementasi metode design thinking dalam inovasi layanan di Klinik Anak SPC memberikan hasil yang signifikan dan menunjukkan bahwa metode ini efektif dalam menciptakan solusi inovatif yang berfokus pada kebutuhan pengguna. Penelitian ini memberikan kontribusi bagi pengembangan layanan kesehatan anak yang lebih baik dan dapat menjadi referensi bagi implementasi metode design thinking dalam konteks layanan kesehatan lainnya.
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This study aims to implement the design thinking method in service innovation at SPC Children's Clinic and evaluate its impact on service quality and parental satisfaction. The design thinking method consists of five stages: empathize, define, ideate, prototype, and test. This study uses a qualitative approach with data collection techniques including interviews, observations, documentation, and questionnaires. Data were analyzed using the Miles and Huberman analysis technique, which includes data reduction, data display, and conclusion drawing. The results showed that the service innovations implemented, such as the online registration system, homecare services for immunization and baby massage, health education programs for parents, more specialized services, and partnership programs with schools, successfully increased efficiency, accessibility, and service quality. These innovations also proved to enhance parental satisfaction. The implementation of the design thinking method in service innovation at SPC Children's Clinic yielded significant results and demonstrated that this method is effective in creating user-centered innovative solutions. This study contributes to the development of better children's healthcare services and can serve as a reference for the implementation of the design thinking method in other healthcare service contexts.

Item Type:	Thesis (Masters)
Uncontrolled Keywords:	Design Thinking, Inovasi Layanan, Kesehatan Anak, Kepuasan Pasien, Klinik Spesialis Anak SPC Design Thinking, Service Innovation, Children's Health, Patient Satisfaction, SPC Children's Clinic
Subjects:	L Education > L Education (General)
Divisions:	Interdisciplinary School of Management and Technology (SIMT) > 78201-System And Technology Innovation
Depositing User:	AHMAD RIDWAN
Date Deposited:	08 Aug 2024 03:49
Last Modified:	08 Aug 2024 03:49
URI:	http://repository.its.ac.id/id/eprint/113091

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