2nd Scenario

1st Group
 Welcome!!
Insert the title of your subtitle Here
 Scenario
The customer service officer at RS Bahagia receives complaints from patients and
families. The incident started from the janitor who was mopping the floor in front of
the ER forgot to put a slippery floor warning board. As a result, a patient named A (59
years old) slipped while passing by. The patient suffered bruises on the pelvis and
complained of headache from a knock. Patients who questioned the "patient safety"
effort at the hospital were demanding hospital compensation and threatened to report
to YLKI. The chief medical service physician is called in to analyze and resolve this
issue, while preventing the same thing from happening again
 Step 1 - Difficult Word
Bruise Patient Safety
01 A type of injury that causes the
blood flow from the cardiovascular
02 The system that makes patient care in the
hospital becomes more secure. This system
system to settle on the surrounding prevents the occurrence of injuries caused by
tissue errors resulting from an action or not taking
action that should be taken.

Compensation YLKI
03 Anything received can be either
physical or non-physical and must
04 Non-governmental and non-profit
organizations established to raise consumer's
be calculated and given to someone critical awareness of rights and
who is generally an object responsibilities so as to protect itself and its
environment.
Service
05 Any action or performance that either party
may offer to another that is essentially
intangible.
 Key Word

Patient Compens
YLKI Service
Safety ation
 Step 2 - Problem Identification

What is the purpose of patient safety?

01 02 What are the steps of YLKI in this case?

How do the Hospital's efforts not to 06 What does the Hospital do in this
happen again? 03 case?

Who is the target of hospitals OHS ? What is the hospital's OHS (Occupational Health
05 04 and Safety) management system?
 Step 3 - Answer
The purpose of the
patient safety is to protect
the patient from various
mistakes or omissions in
a service
Step YLKI:
a. Receive reports from consumers
(either by phone, e-mail, or come
directly to YLKI office)
b. Provide advice to the consumer
to solve the problem if it can be
done peacefully
c. Following up the issues reported
by consumers to the Daily Board
on condition that complete the file
such as identity, evidence
d. Carry out mediation on both
sides
 Answer

Hospital Steps on this case: Hospitals OHS

a. View the suitability of the workforce Management System:
with the SOP to follow up the problem a. Preparation phase
b. Officially apologize to the patient b. Planning Stage
c. Provide compensation to patients c. Implementation Phase
d. Monitoring Stage
e. Evaluation Stage
f. Review Stage
 Answer

Doctors, Patients, paramedics Hospital parties evaluate

and non-medical personnel continuously and improve
the policy of Hospitals
OHS Management System
Step 4 - Mind
Mapping
 Step 5 Learning Objective

1. Knowing and explaining Hospitals OHS Management System

2. Knowing and explaining the principles of hospitals OHS
3. Knowing and explaining the hospital's OHS targets and programs
4. Knowing and explaining the operational standards procedures of hospital
5. Knowing and explaining the policy of hospital services
6. Knowing and explaining HR standards of hospitals OHS
7. Knowing and explaining the goal of patient safety
8. Knowing and explaining the role and function of YLKI
9. Knowing and explaining The regulation of consumer reporting to YLKI
Step 6
Study
1. Hospitals OHS Management System

Hospitals OHS Management System:

a. Preparation phase
b. Planning Stage
c. Implementation Phase
d. Monitoring Stage
e. Evaluation Stage
f. Review Stage
 Working capacity is the status of occupational health
and good work nutrition and excellent physical
capability

2. The principles of
hospitals OHS
Workload is a physical and mental burden that
must be taken by the worker in performing his
duties

Work environment is the immediate

environment of a worker
3. The hospital's OHS targets and programs

According to the Decree of the Minister of Health of

the Republic of Indonesia Number: l087 / MENKES / SK / VIII /
2010 K3RS program aims to protect the safety and health
and improve the productivity of human resources
Hospital, protect patients, visitors / introductory
patients and the community and the environment
around the Hospital

HR in The Manager
Hospital In Hospital
4. the operational standards procedures of
hospital
A. Basic Law of SOP
Law Number 36 Year 2009 on Health (State Gazette of the Republic of Indonesia Year 2009
Number 144, Supplement to the State Gazette of the Republic of Indonesia Number 5063)

B. Type and Scope of Hospital SOP

SOP of professional service
The SOP of the administration regulates the organizational procedures of the organization

C. Effect of Hospital SOP

One of the key steps in this goal is to develop maintenance sub-systems and optimize the use of
health facilities and tools.
5. The policy of hospital services
Development of Hospital Policy
Progress on function
Development in the scope of activities
The development of each function owned by the hospital
Progress on hospital ownership.

Barriers to Implementation of Hospital Policy

Service quality issues
Financing
Health workers
Hospital Facilities
Hospital Utilization
 6. HR standards of hospitals OHS
1. Class A Hospital

a. Master or Doctoral of OHS at least 1 person receiving special accredited training on Hospitals OHS

b. Master of health minimum 1 person who received special training accredited about Hospitals OHS

c. Occupational Medical Specialist (SpOk) and Master of Occupational Medicine at least 1 person receiving
special accredited training on Hospitals OHS

d. Diploma of OHS Health Workers and Undergraduated at least 2 people who received special training
that is accredited on Hospitals OHS

e. Doctor / dentist specialist and general practitioner / dentist at least 1 person with OHS certification and
received special training accredited on Hospitals OHS
2. Class B Hospital
a. Master of health minimum 1 person who received special training accredited on Hospitals OHS

b. OHS Health Worker Diploma and Undergraduate at least 1 person receiving special accredited training
on Hospitals OHS

c. Doctor / dentist specialist and general practitioner / dentist at least 1 person with K3 certification and
received special training accredited about Hospitals OHS

3. Class C Hospital
a. OHS Health Worker Diploma and Undergraduate at least 1 person receiving special accredited training
on Hospitals OHS

b. Doctor / dentist specialist and general practitioner / dentist at least 1 person with OHS certification and
received special training accredited about Hospitals OHS
 7. The role and function of YLKI

The creation of patient safety culture in the hospital

and Increased hospital accountability to patients
and communities

Decrease in unexpected events in

hospitals Patient Safety

Implementation of prevention programs so

that no countermeasures occur
8. The role and function of YLKI
1. Disseminating information in order to raise awareness of the rights and
obligations bags as well as the caution of consumers, in consuming goods
tau fund services.

2. Provide advice to consumers who need

3. Cooperate with relevant agencies in the effort to realize consumer

protection.

4. Assist consumers in fighting for their rights, including receiving complaints

or complaints of consumers.

5. Conducting supervision Together with governments and communities on

the implementation of consumer protection
9. The regulation of consumer reporting to YLKI
By :
Telephone
E-mail
Direct

4. Has the consumer ever

1. The chronology of the 3. Attach all proof of made the first composting
2. Must include the identity protest to the business
complete incident that has and complete address of goods or photocopy of
occurred is experienced other complementary actor. If not at all, then the
the consumer (SIM / KTP / consumer is advised to
so that it harms the KK) documents (receipt of
consumer's right purchase, warranty card, make a written complaint
letter of agreement) to the company after that
new report to YLKI
.
Thank you