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"This compendium of case studies on patient safety - told from the perspective of the patient and family - illustrates 24 stories of preventable health care errors that led to irreparable patient harm. The reader is guided through a structured analysis of the events, eliciting lessons learned and strategies for preventing similar events in the future. Learning objectives for each case facilitate the reader's development of a set of core competencies related to improving safety and quality of health care.Contents"

"Pelayanan kesehatan yang bermutu saat ini sudah menjadi tuntutan semua pihak, termasuk masyarakat sebagai pengguna jasa, dengan era globalisasi, bertambahnya golongan masyarakat yang mampu, berpendidikan, dan menguasai informasi, masalah mutu pelayanan menjadi tuntutan mutlak. Adapun faktor yang dominan mempengaruhi mutu pelayanan kesehatan di Puskesmas adalah sumber daya manusia, baik yang terlibat dalam manajemen maupun pelayanan. Keluhan (complain) dari pelanggan merupakan indikator dari kurangnya kualitas pelayanan akibat sistem manajemen yang kurang baik. Penelitian ini bertujuan untuk mengetahui hubungan antara karakteristik pelanggan dan upaya manajemen mutu fokus pada pelanggan dengan tingkat kepuasan pasien rawat inap di Puskesmas DTP Kabupaten Bogor tahun 2014. Metode penelitian adalah kuantitatif bersifat analitik deskriptif dengan desaincross sectional. Dengan populasi adalah seluruh pasien rawat inap dan unsur manajemen di Puskesmas DTP Kabupaten Bogorpada tahun 2014. Sampel pada penelitian ini adalah pasien rawat inap sebanyak 181 orang dan 50unsur manajemen di Puskesmas DTP dari 10 Puskesmas DTP. Hasil penelitian menunjukan bahwa tidak terdapat hubungan antara karakteristik pasien dengan tingkat kepuasan pelanggan, ada hubungan yang bermakna antara upaya manajemen mutu fokus pada pelanggan dengan tingkat kepuasan pasien rawat inap di Puskesmas DTP Kabupaten Bogor tahun 2014, terdapat perbedaan yang bermakna terhadap skor rerata kepuasan diantara pasien di Puskesmas yang menerapkan upaya manajemen mutu fokus pada pelanggan dan yang tidak menerapkan upaya manajemen mutu fokus pada pelanggan. Penulis menyarankan agar pihak manajemen Puskesmas meningkatkan dimensi fokus pada pelanggandan proses terkait pelanggan. Kedua dimensi tersebutbelum dilaksanakan secara maksimal dalam penerapanupaya manajemen mutu fokus pada pelanggan. Manajemen Puskesmasuntuk memperhatikan dimensi tangibledan responsivenesssebagai dimensi mutu pelayanan dengan tingkat kepuasan terendah.Melaksanakan survey kepuasan pelanggan secara berkala dengan tools yang sesuai dengan kekhususan Puskesmas agar mendapatkan gambaran kepuasan pelanggan terkini.

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Quality health services is now becoming the demands of all parties, including the public as service users, with the era of globalization, increasing social groups capable, educated, and control of information, quality of service issues become an absolute requirement The dominant factor affecting the quality of health services at the health center are human resources, both of which are involved in the management and care. Complaints (complaints) from customers is an indicator of the lack of quality of service due to poor management system.

This study aims to determine the relationship between customer characteristics and quality management efforts focus on providing customers with the level of patient satisfaction in the Puskesmas DTPin Bogor District 2014. Quantitative research method is descriptive analytic cross-sectional design. With a population is the entire patient care and management elements in the Puskesmas DTPin Bogor District 2014. Samples in this study were inpatients as many as 181 people and 50 elements in the management of the Puskesmas DTPfrom 10 health centers With Nursing.

The results showed that there is no relationship between the characteristics of patients with levels of customer satisfaction, there is a significant association between quality management efforts focus on providing customers with the level of patient satisfaction in Bogor Regency DTP health centers in 2014, there is a significant difference in mean scores between patient satisfaction The Health Center is implementing a quality management efforts focus on the customer and are not implementing a quality management efforts focuson the customer and not implementing quality management efforts focus on the customer.

The author suggested that health centers improve the management dimensions of customer focus and customer-related processes. Both of these dimensions has not been fully implemented in the application of quality management efforts focus on the customer. Management Health Center to pay attention and responsiveness as a tangible dimension of service quality dimensions with the lowest satisfaction levels. Carry out customer satisfaction surveys on a regular basis with the appropriate tools to get an idea of the specificity of the health center in order to recent customer satisfaction."

"The market-leading at a Glance series is used world-wide by medical students, residents, junior doctors and health professionals for its concise and clear approach and superb illustrations --Each topic is presented In a double-page spread with clear, easy-to-follow diagrams, supported by succinct explanatory text --Covering the whole medical curriculum, these introductory texts are ideal for teaching, learning and exam preparation, and are useful throughout medical school and beyond --Everything you need to know about Patient Safety and Healthcare Improvement... at a Glance! --Patient Safety and Healthcare Improvement at a Glance Is a timely and thorough overview of healthcare quality written specifically for students, junior doctors and healthcare professionals. It bridges the gap between the practical and the theoretical to ensure the safety and wellbeing of patients. Featuring essential step-by-step guides to interpreting and managing risk, quality improvement within clinical specialties, and practice development, this highly visual textbook offers the best preparation for the Increased emphasis on patient safety and quality-driven focus In today's healthcare environment --This practical guide, covering a vital topic of Increasing Importance in healthcare, provides the first genuine Introduction to patient safety and quality improvement grounded in clinical prac"