Evaluation of risk management for optimizing service quality in XYZ regional general hospital
Abstract:
Purpose: The study aims to evaluate the implementation of risk management at XYZ Hospital using the ISO 31000:2018 framework and provide recommendations for improvement to optimize service quality.
Method: The method used was descriptive qualitative with a case study approach and a type of evaluation through primary and secondary data collection.
Results: The results show that the implementation of risk management at XYZ Hospital has not been effective, including not determining risk appetite, the risk register is not updated, risk analysis does not use the scale of impact and possibility, a risk treatment plan has not been developed, and all risk owner units have not carried out risk reporting.
Limitations: The limitations of this research include not conducting interviews with all risk-owner units, limiting the evaluation framework to ISO 31000:2018, and focusing solely on one research object.
Contribution: The evaluation results of this study and recommendations for improvements in the risk management process can help XYZ Hospital achieve optimal performance in improving service quality.
Novelty: This research provides a new contribution to risk management in health services, focusing on implementing risk management in hospitals with the status of Regional General Hospitals. In addition, this study presents a comprehensive evaluation that fills a gap in the literature and provides practical insights for improving risk management practices at XYZ Hospital.
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Abor, P. A., & Abor, J. Y. (2021). Towards improving risk management in healthcare organisations in Africa: A review. International Journal of Development and Management Review, 16(1), 39-58.
Adepoju, O., & Esan, O. (2023). RISK MANAGEMENT PRACTICES AND WORKERS SAFETY IN UNIVERSITY OF MEDICAL SCIENCES TEACHING HOSPITAL, ONDO STATE NIGERIA. Open Journal of Management Science (ISSN: 2734-2107), 4(1), 1-12.
Afifawati, N., Khasanah, L., & Giovanni, A. (2023). Interplay of Risk Management in the Multi-Disruption Era and Agency Theory Insights: A Literature Review. Jurnal Ilmiah Manajemen Kesatuan, 11(2), 505-512.
Ahmeti, R., & Vladi, B. (2017). Risk management in public sector: A literature review. European journal of multidisciplinary studies, 2(5), 190-196.
Alijoyo, A. (2021). Risk management implementation in public sector organizations: A case study of indonesia. Organizational Cultures, 22(1), 1.
Alzahrani, M. M., Alsubai, N. A., Albaejy, R. M., Alanazi, F. N., Aldosari, A. A., Alsannallh, S. A., . . . Nagei, S. H. A. (2022). Understanding and Improving Current Risk Management Practices in Hospital Settings Journal of Pharmaceutical and Bio Medical Science, 2(10), 449–455.
Anindya, S. R. (2023). Potential risk management design based on ISO 31000: 2018 a case study of RSUD BLUD X. Paper presented at the Proceeding International Conference on Accounting and Finance.
Arifudin, O., Wahrudin, U., & Rusmana, F. D. (2020). Manajemen risiko: Penerbit Widina.
Asriani, A., Yanti, S. D., Abrar, V. A., & Istiqomah, N. F. (2024). Review of Risk Management and Patient Safety in the Context of Hospital Quality Management: Literature Review. International Journal of Science Technology and Health, 2(1), 1-6.
Assyakurrohim, D., Ikhram, D., Sirodj, R. A., & Afgani, M. W. (2023). Metode studi kasus dalam penelitian kualitatif. Jurnal Pendidikan Sains Dan Komputer, 3(01), 1-9.
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Capocchi, A., Orlandini, P., Pierotti, M., Luzzi, L., & Minetti, L. (2019). Risk management in the healthcare sector and the important role of education and training activities: The case of Regione Lombardia. International Journal of Business and Management, 14(1), 180-191.
Chourey, R. (2015). Risk Management in Hospitals. ASCI Journal of Management, 44(2), 9–16.
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Efriani, T. N. (2022). Risk management and organisational performance in the Indonesian public sector: An empirical study. Murdoch University.
Ferdosi, M., Rezayatmand, R., & Molavi Taleghani, Y. (2020). Risk management in executive levels of healthcare organizations: insights from a scoping review (2018). Risk management and healthcare policy, 215-243.
Fr?czkiewicz-Wronka, A., Ingram, T., Szymaniec-Mlicka, K., & Tworek, P. (2021). Risk management and financial stability in the Polish public hospitals: The moderating effect of the stakeholders’ engagement in the decision-making. Risks, 9(5), 87.
Gamal, N. L., Taneo, S. Y. M., & Halim, L. (2022). Job satisfaction as a mediation variable in the relationship between work safety and health (k3) and work environment to employee performance. Jurnal Aplikasi Manajemen, 16(3), 486-493.
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Kaya, G. K., Ward, J. R., & Clarkson, P. J. (2019). A framework to support risk assessment in hospitals. International Journal for Quality in Health Care, 31(5), 393-401.
PERATURAN MENTERI KESEHATAN REPUBLIK INDONESIA NOMOR 25 TAHUN 2019 TENTANG PENERAPAN MANAJEMEN RISIKO TERINTEGRASI DI LINGKUNGAN KEMENTERIAN KESEHATAN, (2019).
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K?l?ç, T., Bostan, S., & ?entürk, F. (2017). Risk management in healt institution: Risk analysis of a public hospital. Journal of International Health Sciences and Management, 3(4), 20-28.
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Lam, J. (2017). Implementing enterprise risk management: From methods to applications: John Wiley & Sons.
Lark, J. (2015). ISO31000: risk management: a practical guide for SMEs: International Organization for Standardization.
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Priyarsono, D. (2022). Urgensi Dan Strategi Implementasi Manajemen Risiko Di Sektor Publik. Policy Brief Pertanian, Kelautan, dan Biosains Tropika, 4(1), 249-251.
Priyarsono, D., Gustrian, R. R., Vorst, C. R., Supriyadi, H., Yulian, A., & Munawar, Y. (2023). Risk management in private companies and public sector organizations: A preliminary comparative study. Jurnal Organisasi dan Manajemen, 19(1), 256-272.
Ruslin, R., Mashuri, S., Rasak, M. S. A., Alhabsyi, F., & Syam, H. (2022). Semi-structured Interview: A methodological reflection on the development of a qualitative research instrument in educational studies. IOSR Journal of Research & Method in Education (IOSR-JRME), 12(1), 22-29.
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Singh, B., & Ghatala, M. H. (2012). Risk management in hospitals. International Journal of Innovation, Management and Technology, 3(4), 417.
Spikin, I. C. (2013). Risk Management theory: the integrated perspective and its application in the public sector. Estado, gobierno, gestión pública: Revista Chilena de Administración Pública(21), 89-126.
Stark, A., McConnell, A., & Drennan, L. T. (2014). Risk and crisis management in the public sector: Routledge.
Triandini, A. A. (2019). Analisis implementasi manajemen risiko pada Rumah Sakit ABC.
Vasyl, L., & Nataliya, V. (2016). Risk Management in the Public Sector. Perspective of Theory and Practice.
Yin, R. K. (2009). Case study research: Design and methods (Vol. 5): sage.
Zelko, A., Skoumalova, I., Kravcova, D., Dankulincova Veselska, Z., Rosenberger, J., Madarasova Geckova, A., . . . Reijneveld, S. A. (2024). Perceptions of healthcare providers on benefits, risks and barriers regarding intradialytic exercise among haemodialysis patients. International Journal of Qualitative Studies on Health and Well-being, 19(1), 2287597.
- Abor, P. A., & Abor, J. Y. (2021). Towards improving risk management in healthcare organisations in Africa: A review. International Journal of Development and Management Review, 16(1), 39-58.
- Adepoju, O., & Esan, O. (2023). RISK MANAGEMENT PRACTICES AND WORKERS SAFETY IN UNIVERSITY OF MEDICAL SCIENCES TEACHING HOSPITAL, ONDO STATE NIGERIA. Open Journal of Management Science (ISSN: 2734-2107), 4(1), 1-12.
- Afifawati, N., Khasanah, L., & Giovanni, A. (2023). Interplay of Risk Management in the Multi-Disruption Era and Agency Theory Insights: A Literature Review. Jurnal Ilmiah Manajemen Kesatuan, 11(2), 505-512.
- Ahmeti, R., & Vladi, B. (2017). Risk management in public sector: A literature review. European journal of multidisciplinary studies, 2(5), 190-196.
- Alijoyo, A. (2021). Risk management implementation in public sector organizations: A case study of indonesia. Organizational Cultures, 22(1), 1.
- Alzahrani, M. M., Alsubai, N. A., Albaejy, R. M., Alanazi, F. N., Aldosari, A. A., Alsannallh, S. A., . . . Nagei, S. H. A. (2022). Understanding and Improving Current Risk Management Practices in Hospital Settings Journal of Pharmaceutical and Bio Medical Science, 2(10), 449–455.
- Anindya, S. R. (2023). Potential risk management design based on ISO 31000: 2018 a case study of RSUD BLUD X. Paper presented at the Proceeding International Conference on Accounting and Finance.
- Arifudin, O., Wahrudin, U., & Rusmana, F. D. (2020). Manajemen risiko: Penerbit Widina.
- Asriani, A., Yanti, S. D., Abrar, V. A., & Istiqomah, N. F. (2024). Review of Risk Management and Patient Safety in the Context of Hospital Quality Management: Literature Review. International Journal of Science Technology and Health, 2(1), 1-6.
- Assyakurrohim, D., Ikhram, D., Sirodj, R. A., & Afgani, M. W. (2023). Metode studi kasus dalam penelitian kualitatif. Jurnal Pendidikan Sains Dan Komputer, 3(01), 1-9.
- Braig, S., Gebre, B., & Sellgren, A. (2011). Strengthening risk management in the US public sector. McKinsey & Company, 28, 1-10.
- Capocchi, A., Orlandini, P., Pierotti, M., Luzzi, L., & Minetti, L. (2019). Risk management in the healthcare sector and the important role of education and training activities: The case of Regione Lombardia. International Journal of Business and Management, 14(1), 180-191.
- Chourey, R. (2015). Risk Management in Hospitals. ASCI Journal of Management, 44(2), 9–16.
- Creswell, J. W., & Poth, C. N. (2016). Qualitative inquiry and research design: Choosing among five approaches: Sage publications.
- Darmawi, H. (2016). Manajemen risiko. Jakarta: Bumi Aksara.
- Efriani, T. N. (2022). Risk management and organisational performance in the Indonesian public sector: An empirical study. Murdoch University.
- Ferdosi, M., Rezayatmand, R., & Molavi Taleghani, Y. (2020). Risk management in executive levels of healthcare organizations: insights from a scoping review (2018). Risk management and healthcare policy, 215-243.
- Fr?czkiewicz-Wronka, A., Ingram, T., Szymaniec-Mlicka, K., & Tworek, P. (2021). Risk management and financial stability in the Polish public hospitals: The moderating effect of the stakeholders’ engagement in the decision-making. Risks, 9(5), 87.
- Gamal, N. L., Taneo, S. Y. M., & Halim, L. (2022). Job satisfaction as a mediation variable in the relationship between work safety and health (k3) and work environment to employee performance. Jurnal Aplikasi Manajemen, 16(3), 486-493.
- Harahap, N. (2020). Penelitian kualitatif.
- Hopkin, P. (2018). Fundamentals of risk management: understanding, evaluating and implementing effective risk management: Kogan Page Publishers.
- ISO. (2018). ISO 31000:2018 Risk management — Guidelines. Retrieved from https://www.iso.org/standard/65694.html
- Kaya, G. K., Ward, J. R., & Clarkson, P. J. (2019). A framework to support risk assessment in hospitals. International Journal for Quality in Health Care, 31(5), 393-401.
- PERATURAN MENTERI KESEHATAN REPUBLIK INDONESIA NOMOR 25 TAHUN 2019 TENTANG PENERAPAN MANAJEMEN RISIKO TERINTEGRASI DI LINGKUNGAN KEMENTERIAN KESEHATAN, (2019).
- Kemp, K., Steele, B., Ahmed, S., Fairie, P., & Santana, M. (2024). Person-centred quality indicators are associated with unplanned care use following hospital discharge. BMJ Open Quality, 13(1), e002501.
- K?l?ç, T., Bostan, S., & ?entürk, F. (2017). Risk management in healt institution: Risk analysis of a public hospital. Journal of International Health Sciences and Management, 3(4), 20-28.
- Kusuma, C. (n.d.). Perbandingan COSO ERM-Integrated Framework Dengan ISO 31000: 2009 Risk Management Principles and Guidelines. Retrieved from https://crmsindonesia.org/publications/perbandingan-coso-erm-integrated-framework-dengan-iso-31000-2009-risk-management-principles-and-guidelines/
- Lam, J. (2017). Implementing enterprise risk management: From methods to applications: John Wiley & Sons.
- Lark, J. (2015). ISO31000: risk management: a practical guide for SMEs: International Organization for Standardization.
- Pascarella, G., Rossi, M., Montella, E., Capasso, A., De Feo, G., Botti, G., . . . D’Auria, S. (2021). Risk analysis in healthcare organizations: Methodological framework and critical variables. Risk management and healthcare policy, 2897-2911.
- Priyarsono, D. (2022). Urgensi Dan Strategi Implementasi Manajemen Risiko Di Sektor Publik. Policy Brief Pertanian, Kelautan, dan Biosains Tropika, 4(1), 249-251.
- Priyarsono, D., Gustrian, R. R., Vorst, C. R., Supriyadi, H., Yulian, A., & Munawar, Y. (2023). Risk management in private companies and public sector organizations: A preliminary comparative study. Jurnal Organisasi dan Manajemen, 19(1), 256-272.
- Ruslin, R., Mashuri, S., Rasak, M. S. A., Alhabsyi, F., & Syam, H. (2022). Semi-structured Interview: A methodological reflection on the development of a qualitative research instrument in educational studies. IOSR Journal of Research & Method in Education (IOSR-JRME), 12(1), 22-29.
- Silva, C. C. M., de Araújo Ferreira, R. K., Candeia, R. M. S. e., dos Santos, D. A. C., Holmes, E. S., Neves, N. T. d. A. j. T., . . . de Sousa Costa, M. B. (2016). Risk Management: Element of Safety Strategy in Public and Private Hospitals. International Archives of Medicine, 9.
- Singh, B., & Ghatala, M. H. (2012). Risk management in hospitals. International Journal of Innovation, Management and Technology, 3(4), 417.
- Spikin, I. C. (2013). Risk Management theory: the integrated perspective and its application in the public sector. Estado, gobierno, gestión pública: Revista Chilena de Administración Pública(21), 89-126.
- Stark, A., McConnell, A., & Drennan, L. T. (2014). Risk and crisis management in the public sector: Routledge.
- Triandini, A. A. (2019). Analisis implementasi manajemen risiko pada Rumah Sakit ABC.
- Vasyl, L., & Nataliya, V. (2016). Risk Management in the Public Sector. Perspective of Theory and Practice.
- Yin, R. K. (2009). Case study research: Design and methods (Vol. 5): sage.
- Zelko, A., Skoumalova, I., Kravcova, D., Dankulincova Veselska, Z., Rosenberger, J., Madarasova Geckova, A., . . . Reijneveld, S. A. (2024). Perceptions of healthcare providers on benefits, risks and barriers regarding intradialytic exercise among haemodialysis patients. International Journal of Qualitative Studies on Health and Well-being, 19(1), 2287597.