META-COMPETENCY OF HUMAN RESOURCES IN IMPROVING SERVICE QUALITY IN PHARMACY DEPARTMENT OF RSUD KLUNGKUNG

Abstract

The hospital is a service company, where the product is intangible and comes from the service provider which in this case is the officer or human resources (HR). Human factors still play an important role for the success of an organization. Every individual is required to explore all the human resources they have, to be able to support performance, so that it affects the service every day. Talking about the problem of human resources is of course related to competence. Pharmacy services are one of the medical support services in the hospital. In addition to procuring, managing and distributing logistics in hospitals, pharmaceutical installations also provide pharmaceutical / nursing services to patients, so that the distribution of drugs to patients can run well. But in reality there are internal problems on the ground which later leads to complaints from the community / patient. The problem is when employees are required to work optimally but in reality is inversely proportional to the minimal situation both in terms of facilities and human resources. Responding to this phenomenon, it is necessary to do research on the implementation of Meta-competency of human resources in improving the quality of services in hospitals, we are expected to be multi-tasking at work. This research is descriptive qualitative study; the data source is in the form of primary data (interviews, observations), secondary data (literature study and documentation), determination of informants by purposive sampling technique, criteria-based selection. We are using source and technique triangulation as examination and validity techniques. The conclusion of the study was that in RSUD Klungkung implemented a meta-competency to improve the quality of services in RSUD Klungkung, especially in Pharmacy Installation, as shown by the results of interviews with several informants who were considered to represent the research. As stated by the head of the installation, employees at pharmacy installations have been multitasking their jb, besides being accustomed to adapting to their work, also supported by training, as well as seminars that enrich the competencies possessed by these resources, evidenced by the existence of certificates that prove that the source the power is participating in the training.

Keywords

• Human resources
• competence
• meta-competence
• service quality