SUMMARY
Upaya mewujudkan mutu pelayanan rawat jalan, manajemen RS “X” Malang memiliki standar operasional prosedur (SOP). Namun, SOP alur pelayanan rawat jalan tidak dilaksanakan di polklinik spesialis maupun umum. Dampaknya terdapat terdapat 83 pasien tidak membayar biaya tindakan dan pemeriksaan tambahan selama 4 bulan. Tujuan dari penelitian ini adalah untuk mengetahui akar masalah tidak dijalankan SOP alur pelayanan rawat jalan dan mencari solusinya. Jenis penelitian adalah deskriptif pendekatan kualitatifdilakukan dengan cara observasi, wawancara, dan Focus Group Discussion (FGD). Hasil penelitian menunjukkan bahwa petugas tidak sepakat dengan SOP alur pelayanan rawat jalan, dokumen tidak lengkap, petugas lupa urut-urutan SOP, diagram alur pelayanan tidak ada, jarak poli dengan kasir jauh. Kesimpulan dari penelitian ini adalah belum ada kesepakatan antara petugas dan manajemen menjadi alasan utama tidak dijalankan SOP alur pelayanan rawat jalan. Petugas menghendaki adanya perubahan SOP alur pelayanan rawat jalan sesuai dengan kondisi lingkungan rumah sakit saat ini. Saran yang dapat dterapkan adalah penambahan petugas pengantar pasien ke kasir.Impact of Implementation Not Comply SOP Flow Outpatient Hospital "X" MalangAbstractOutpatient installation in UMM hospital is main installation because it tends to increase the number of visits every year. Efforts to realize the quality of outpatient services, hospital management UMM had standard operating procedures (SOPs). Based on observations and interviews, SOPs outpatient services flow not carried out in a specialist or general polyclinic. As a result of not being implemented SOPs outpatient services flow have impacted their patients do not pay the costs of medical treatment and additional examinations. The financial statements of RS UMM for 4 months there were 83 patients did not pay the costs of medical treatment and additional examination. The purpose of this study is to investigate the implementation of SOPs outpatient services flow in UMM hospital. This research was conducted with a qualitative descriptive approach. Search root of the problem by means of observation, interviews, and a Focus Group Discussion (FGD). The results showed that outpatient SOPs services are not implemented, there are no file / document SOPs outpatient services flow in the relevant units, some officers in polyclinic do not know SOPs outpatient services flow, and SOPs has never been evaluated. The conclusion of the research is need to be evaluated SOPs outpatient service flow in accordance with the condition of hospital environment at this time.