Outpatient Registration Staff Performance Assessment Model Using Ongoing Professional Practice Evaluation Method

  • Savitri Citra Budi Department of Information and Medical Service, Vocational College, Universitas Gadjah Mada, Yogyakarta, Indonesia
  • Yuni Suryaningsih Medical Records Unit, Nyi Ageng Serang Regional General Hospital, Yogyakarta, Indonesia
  • Caecilia Kayla Selomitha Sigit Department of Information and Medical Service, Vocational College, Universitas Gadjah Mada, Yogyakarta, Indonesia
  • Elisa Wahyuningsih Department of Information and Medical Service, Vocational College, Universitas Gadjah Mada, Yogyakarta, Indonesia
  • Hasna' Shofiyyah Department of Information and Medical Service, Vocational College, Universitas Gadjah Mada, Yogyakarta, Indonesia
  • Iffah Khoirul Janah Department of Information and Medical Service, Vocational College, Universitas Gadjah Mada, Yogyakarta, Indonesia
  • Nadia Dwi Cahyati Department of Information and Medical Service, Vocational College, Universitas Gadjah Mada, Yogyakarta, Indonesia
  • Annisa Maulida Ningtyas Technische Universitat Wien, Austria
Keywords: Performance Assessment, OPPE, Patient Registration, Service Quality, Patient Safety

Abstract

Ensuring patient safety and improving hospital quality begins with the patient admission process. Patient misidentification can significantly contribute to patient safety incidents; therefore, monitoring the performance of patient admission staff is crucial in preventing adverse events. Staff performance assessment includes evaluation of attitude, professional development, and service performance. This study aims to develop a performance assessment model based on the Ongoing Professional Practice Evaluation (OPPE) method. This study utilized a qualitative approach with an exploratory design. Data were collected through observations, interviews, document reviews, and surveys. Four staff members from outpatient admissions participated in the study. The study outlined assessment components consisting of attitude (7 aspects), professional development (3 aspects), and service performance (23 aspects). Self-assessment results showed all staff demonstrated competence in attitude and service delivery, while a minority lacked competence in professional development. The outpatient admission staff performance assessment model, based on the Ongoing Professional Practice Evaluation (OPPE) method, integrates three aspects (attitude, professional development, and service performance) and can be effectively implemented in hospitals to evaluate and monitor service quality.

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Published
2024-10-23
How to Cite
1.
Budi SC, Yuni Suryaningsih, Caecilia Kayla Selomitha Sigit, Elisa Wahyuningsih, Hasna’ Shofiyyah, Iffah Khoirul Janah, Nadia Dwi Cahyati, Annisa Maulida Ningtyas. Outpatient Registration Staff Performance Assessment Model Using Ongoing Professional Practice Evaluation Method. woh [Internet]. 2024Oct.23 [cited 2024Nov.23];7(4):362-71. Available from: http://103.133.36.92/index.php/woh/article/view/1252
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Articles