Service blueprint and quality function deployment in designing service quality improvement in hospital

The purpose of this study was to determine the business process services in the Marwah Inpatient Room, Haji Hospital, Surabaya by using service blueprint analysis and in improving design for the service quality. The approach used is qualitative descriptive with assisted analysis of service blueprint and quality function deployment. The result of this research is that there are five attributes with the greatest value requiring improvement, namely that the doctor's visit is punctual, the doctors listen and respond to patient complaints well, the medicine is labelled according to the patient's name and medical record number, the nurse attaches a barcode bracelet and re-checks whether it matches the patient's identity and that there are available facilities for handwashing in every room. There needs to be a change in the attributes of technical responses, systematic and sustainable human resource training, hand hygiene guidelines, and regular checks and maintenance.