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

Savitri Citra Budi; Yuni Suryaningsih; Caecilia Kayla Selomitha Sigit; Elisa Wahyuningsih; Hasna' Shofiyyah; Iffah Khoirul Janah; Nadia Dwi Cahyati; Annisa Maulida Ningtyas

doi:10.33096/woh.v7i4.1252

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

DOI: https://doi.org/10.33096/woh.v7i4.1252

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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