MANAJEMEN WAKTU PELAYANAN OPERASI DOKTER BEDAH DALAM PERSPEKTIF TOTAL QUALITY MANAGEMENT: STUDI FENOMENOLOGI DI KEPULAUAN RIAU

Abstract

Hospital surgical services face the phenomenon of delayed schedules, long patient waiting times, and inefficient service flows that impact service quality and patient satisfaction. In island regions such as the Riau Islands, geographical challenges and limited distribution of surgeons exacerbate these complexities. Although the concept of Total Quality Management (TQM) has been widely applied in hospital quality management, there is still a research gap regarding how time management strategies in operating theatres are interpreted and implemented by service providers in the context of island regions. This study offers novelty in the form of integrating a phenomenological perspective with the TQM framework to understand the subjective experiences of healthcare workers in managing operating room service time. This study aims to analyse the dynamics of time management, the factors that influence it, the integration of TQM principles, and the relationship between structure, process, and results in improving the quality of surgical services. The methodology used is a qualitative approach with a phenomenological research type to explore the experiences of medical and managerial personnel related to time management practices in the operating room. The informants involved were 8 medical personnel, specialist surgeons, and 1 Head of the local Health Office. The results of the study indicate that schedule inconsistencies are influenced by changes in the patient's clinical condition, delays by medical personnel, operating room readiness, inter-unit coordination, and the administrative system. The integration of continuous improvement principles, standardised procedures, and data utilisation has been proven to strengthen time efficiency and team performance. The implications of this research emphasise the importance of synergy between structure, process, and results within the TQM framework to create a more responsive, efficient, and patient-satisfaction-oriented surgical service on an ongoing basis.   Keywords: Time Management, Total Quality Management, Surgical Services, Phenomenology, Hospital Service Quality