Antenatal care quality analysis using the european foundation quality for management method in the hospitals in surabaya

The Maternal Mortality Rate (MMR) in East Java is among 10 regions with the highest rates in Indonesia. Some medical factors constituting the determinant proxies which contribute to the maternal death include pre-eclampsia and eclampsia (36.07%) and bleeding (21.81%), heart disease (12.93%), infection (6.07%) and other causes (22.90%).The purpose of this research is to analyse the quality of antenatal care by using the European Foundation Quality for Management (EFQM) at Hospitals in Surabaya. This research is an observational descriptive research with a cross-sectional study design. The population on this research comprises of 60 hospital staff who provide antenatal care service, including medical staff and administrative staff, who are chosen through a purposive sampling. The research is conducted between September 2017 and February 2018 at the obstetrics and gynaecology polyclinic at Airlangga University Hospital, Jemursari Islamic Hospital and Haji General Hospital. The research result shows that the antenatal care service provided at Airlangga University Hospital is categorized as pretty good with a score of 58%, comprised within the phase of development III which covers an orientation to the system with service development innovation for patient. The antenatal care service provided at Jemursari Islamic Hospital is categorized as good, comprised within the phase of development IV with a score of 61%, focusing on the chain of internal and external organization (customers) which become the main highlight in the service development. Meanwhile, the antenatal care service provided by Haji General Hospital falls into the phase of development II which focus on the process of service provided with a score of 39%, thus categorized as poor. As a conclusion, the analysis result on the quality of antenatal care using the approach of EFQM method at the hospitals in Surabaya is included in the category of pretty good, where the EFQM score of Airlangga University Hospital is considered as pretty good with the score of 580, the antenatal care at Jemursari Islamic Hospital is considered as good with the score of 616 and the antenatal care at Haji General Hospital is considered as poor with the score of 392. The quality of antenatal care in private hospitals is superior than the antenatal care in public hospitals.