Analysis of east java mata masyarakat hospital based on malcolm baldrige performance criteria

A hospital is a health service institution that provides complete individual health services, providing inpatient, outpatient and emergency services. Quality of Service is one form of effort made by each Hospital in carrying out actions that make patients feel comfortable, safe, fast and precise in getting their needs. This research aims to explain performance analysis using the Malcolm Baldrige criteria in hospitals Mata Masyarakat of East Java. This research is a cross-sectional study where data is collected at a certain time to describe the situation at that time. Employees selected as respondents will fill out a questionnaire that has been prepared with a number of questions based on Malcolm Baldrige's criteria. The data that will be taken in the research is the characteristics of employees at the hospital Mata Masyarakat and performance measurement based on hospital employee perceptions. The population in this study were hospital employees Mata Masyarakat are 40 employees consisting of management staff and unit heads. In this study, the samples used were managers and unit heads in hospitals Mata Masyarakat are 30 people. The research results show that the criteria with the highest percentage scores are Customer Focus, Process Management and Results with each score (85%) while the lowest is Leadership with a score of (79%). total score obtained by hospital Mata Masyarakat's score for all Malcolm Baldrige Criteria based on the questionnaire results is 837.6 or 83.69% of the maximum score of 1000 which is in the very good category.