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A Short Review on Quality Assurance in Patient's Medical Record and Medical

Ethics

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DOI: 10.55057/ijbtm.2022.4.3.1

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 International Journal of Business and Technology Management
e-ISSN: 2682-7646 | Vol.4, No. 3, 1-10, 2022
http://myjms.mohe.gov.my/index.php/ijbtm

A Short Review on Quality Assurance in Patient’s Medical

Record and Medical Ethics

Rina Ayuningsih1, Siti Amira Othman2*, Nurqayyimah Abd Razak2

1
Faculty of Health and Sciences, Universitas Galuh Ciamis R.E. No. 150, Ds. Mekarjaya, Mekarjaya, Jl. R. E.
Martadinata, Baregbeg, Kabupaten Ciamis, Jawa Barat 46274
2
Department of Physics and Chemistry, Faculty of Applied Sciences and Technology, Universiti Tun Hussein
Onn Malaysia, 84600, Pagoh, Johor

*Corresponding Author: sitiamira@uthm.edu.my

Accepted: 15 August 2022 | Published: 1 September 2022

DOI: https://doi.org/10.55057/ijbtm.2022.4.3.1
__________________________________________________________________________________________

Abstract: The quality of quality assurance of patients' medical records in hospitals needs to be
considered and continues to be improved. To measure good service quality indicators, medical
records must always improve the completeness of patient documents. Quality Assurance,
Quality Medical records officers, among others, are obliged to perform: quantitative analysis
and qualitative analysis. Based on several studies in various hospitals, the completeness of
inpatient medical records files ranges from 70% - 80% of 100%. Many things happen, one of
which is about human resources that are influenced by behavior, the implementation of
operational standards in filling medical records, file punishment and rewards. Completeness
of medical resume is a reflection of the quality of medical records and services provided by the
hospital. The writing of the diagnosis is filled out completely and as directed on ICD-10. This
review paper was made to find out how the quality assurance quality of patients' medical
records is accompanied by factors that affect the quality assurance of medical records, as well
as to dig up information on the completeness of medical resumes and the suitability of diagnosis
writing based on ICD-10. The results showed that the quality assurance of patients' medical
records was influenced by several factors, including human resources, facilities and
infrastructure and monitoring and policy assessment related to quality assurance of medical
records. Hospitals must implement SIMRS to improve the speed and accuracy of filling medical
records including medical resumes. Besides that, ethics guidelines was implemented to all
hospital around the world. By implemented this ethics during examining can build trust and
understanding about issues of their patient.

Keywords: quality assurance, patient, medical records, medical ethics

___________________________________________________________________________

1. Introduction

Quality assurance of the patient’s current medical record needs to be questioned its
completeness and how effective the guarantee is. The demand for improved quality assurance
of health services, especially the medical records of patients today has been very often echoed,
both from the health service providers themselves and from the community as users of health
services.

Understanding the quality assurance of health services / patient medical records between health
care providers and health service users may differ perceptions. An understanding of the quality

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of health services compiled by the Institute of Medicine (IOM) is expected to remove the
difference in perception as follows:

1) The nice of health services is a step in the direction of improving health services both for
individuals and for the population according with the expected health effects and in
accordance with the latest professional understanding. The delivery of healthcare should
reflect the accuracy of the use of the latest knowledge scientifically, clinically, technically,
interpersonally, manually, cognitively, organizationally and the elements of health care
management." One of the institutions that provide health services for the community is the
hospital, therefore the community as a party who uses health services from the hospital
expects to get quality health services. To find out the quality or not of health services
provided by the hospital can only be known if previously a good assessment of the level
of perfection, nature, form, traits of health services, and compliance with service
requirements.
2) Conducting quality assessments in accordance with the understanding of IOM requires an
accurate and relevant performance data. This can help the hospital make changes. the
provision of information resources is a key situation of the success of quality
measurement.
3) The main data sources in hospitals that are often used for quality assessment are
administrative files, patient data collection results and patient medical records. Review of
patient medical records as a data source for quality assessment of health services in
hospitals is one of the activities of the Retrospective Quality Assurance Program, that's a
satisfactory evaluation finished after health offerings are furnished.
4) In addition to being the main source of data in the quality assessment of health services,
medical records can also be assessed quality which is usually assessed from an informative
recording system. An informative clinical document recording machine have to meet the
standards: completeness of content, accuracy, timeliness and fulfillment of legal aspects.
Incomplete recording of medical records in hospitals resulting in health human resources
having difficulty obtaining patient data or information if the patient returns for treatment; the
hospital will have difficulty accounting for its services if there are demands or complaints
from parties who feel aggrieved to the medical services experienced; not maximal utilization
of information from medical records by hospital management and others. Every hospital must
carry out activities to review the quality of medical records that are useful to assess the quality
of service and correct existing problems. If this activity is not carried out, it will have an
impact on administrative, medical, legal, financial, research, education and documentation
aspects.

Quality assurance for the medical recording profession and health news includes maintaining
the completeness of medical records documents both in terms of qualitative and quantitative
analysis, maintaining patient satisfaction, preserving hospital pleasant performance, and
preserving affected person protection. The quality or quality of medical record services for
patients in the hospital needs to be considered and continues to be improved. to measure good
service quality indicators, then medical records must always improve the completeness of
patient documents. clinical data officials, among others, are obliged to carry out: quantitative
analysis and qualitative analysis.

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2. Quantitative Analysis

It is a review of certain parts of the contents of medical records with the intention of finding
specific deficiencies related to recording medical records. This quantitative analysis review
consists of:

1) Identification Review
2) Reporting Review
3) Authentication Review
4) Record Review.

The results of quantitative analysis, then medical record files can be grouped into two, namely
complete medical record files (meeting all aspects of the review above) and medical record
files that are still incomplete. The complete medical record file will be submitted to the coding
and indexing section, then will be forwarded to the analyzing and reporting section, and
finally stored by the filing section.

3. Qualitative Analysis

Is a review of filling out medical records related to consistency and content is evidence that the
quality of medical records is accurate and complete. The purpose of qualitative analysis of
medical records is to support the quality of information, is the activity of risk management,
assists in disease codes and more specific actions, medical research, administrative studies, and
for billing. The qualitative analysis components of medical records are:

1) Review of completeness and inconsistency of diagnoses

2) Review of the inconsistency of diagnosis recording
3) Review record-keeping of things done during treatment and treatment
4) Review of informed consent that should exist
5) Review of how/practice of recording
6) Review of things that could potentially lead to suits for not profitable

The quality and quality of the patient's medical record in the hospital is determined by the
service and completeness of a complete medical record document. In accordance with Decree
No. 269 / Menkes / Per / III / 2008 that in Chapter II, article 2 states that: medical records must
be made in writing, complete and clear or electronically. This article is more clear & details
can be read in a book that the author has poured with the title of the book "Quality Assurance
Medical Recorder & Health Information".

Health services are not only required to be evenly distributed, but now have begun to demand
an improvement in the quality of service. All this goals to boom the pleasure of patients who
come for treatment. Service to patients that is right, fast, and effective is the desire of every
patient who comes to the hospital to seek healing by paying attention to quality and based on
quality assurance in medical records.

Quality Assurance is all activities in various parts of the system to ensure that the quality of
the product or service obtained is always consistent as planned / promised. In per the law of
the Minister of health Number. 269 MENKES / PER / III / 2008 Chapter III, article 7 that
health care facilities must provide the necessary facilities in the framework of the
implementation of medical records. There are five main factors in determining the quality of

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quality assurance of medical record services for patients, namely: display, reliability,
responsiveness, warranty, and empathy. Based on these five dimensions, it will be known
whether there is no influence of the five dimensions of service quality on patient satisfaction
(Einurkhayatun B., 2017; Kuntoro & Istiano, 2017; Hartati, 2020).

Patient satisfaction as a recipient of quality assurance of medical records is defined as the

customer's response to a discrepancy between the level of previous interest and the actual
performance he or she feels after use. Satisfactory and quality service will form
patient/customer loyalty, and satisfaction is very closely related to the "word of mouth", so the
satisfactory service will also bring in new customers (Rustiyanto, 2009).

Medical records are files that contain records and documents including the identity of the
patient, the results of the examination, and the treatment that has been given. Thus, one that
affects the quality of health services is the implementation of medical records. Every health
facility from the primary / primary, secondary, tresier level must hold a Medical Record with
the aim of achieving administrative order, documenting the services that have been provided
by health workers to patients, one of which is Puskesmas as a form of primary level service for
Medical Record patients must be made in full so that medical record data becomes
comprehensive information for decision making. Medical records are one of the important parts
in helping the implementation of service delivery to patients in health centers. This relates to
the content of medical records that reflect all information regarding the patient as a basis in
determining further actions in service efforts and other medical measures.

Health records document the services provided by health workers, medical support and other
personnel working in various health care facilities. Thus, detailed and useful recordings aid
decision-making about therapy, action and determination of a patient's diagnosis. Health
Record is also a means of communication between other personnel who are equally involved
in handling and caring for patients. Therefore, in 2010, researchers asserted that the quality
assurance of medical records for complete patients must be available at all times and contain
data or information about the provision of clear health services and the availability of data
sources is the main condition of the success of quality measurement (Parasuraman et al., 2011).

4. Review Of Medical Records

Understanding Medical Records

Law of the Minister of health of the Republic of Indonesia variety 269 of 2008 on medical
information states that medical information are documents containing report data
approximately patient identification, examination, remedy, actions and different offerings
supplied to sufferers on health care centers.

Medical Record Goals

The purpose of making medical records is to support the achievement of administrative order
in order to improve health care in hospitals. Without the support of a system of management
of good and correct medical records, the administration in the hospital will not succeed as
expected. While the administrative order is one of the factors that determine the efforts of health
services in hospitals (Hafid Hutama & Erwin Santosa, 2016). The creation of medical records
in the hospital aims to obtain accurate and strong records or documents from patients, regarding
life and medical history, history of diseases in the past and present, as well as treatment that
has been given in an effort to improve health services.

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Medical Record Use Value

1) For patients
- Offer evidence of nursing care/medical action obtained by way of the patient. Provide
data if the patient comes a second time and so on
- Provide data that can protect a patient's legal interests in cases of personal accident
workers' compensation or practice malls.
2) Share Health Care Facilities
- Have data used for health professionals
- As proof of payment for patient medical services.
- Evaluate resource usage.
3) Share Service Providers
- Offering data to help all professional personanel in caring for patients
- Assist doctors in providing continuous care data at various levels of health care.
- Provide data for research and education.
4) As a means of communication between doctors and other experts who take part in providing
treatment services and care to patients
5) As a basis for making plans the treatment or remedy that need to accept to the affected
person
6) As written evidence for all acts of service, disease development, and treatment during the
patient's visit or in the hospital.
7) As a useful material for analysis, research, and evaluation of the quality of services
provided to patients.
8) Protect legal interests for patients, hospitals as well as doctors and other health workers.
9) Provides data in particular that is very useful for research and education.
10) Become a source of memory that must be documented as well as as a material for
accountability and reports.

5. Review of Service Quality

Understanding the Quality of Health Services

The quality of health services is a health service that can satisfy every health service user
service in accordance with the average satisfaction level of the population and its organizers in
accordance with professional standards and codes of ethics. According to Erlindai (2016)
suggested that the concept of service quality related to patient satisfaction is certainly expressed
by five elements commonly known as service quality dimensions "service quality" namely
tangible (reliability), responsiveness, assurance, empathy.

Service Quality Dimension

Based on research on the type of service (Erlindai, 2016), they managed to identify five
characteristic groups used by customers in evaluating the quality of services, namely:

1) Tangible / Direct evidence

Comprise: communication tools, tools, physical facilities, and employees. The quality of health
services can also be felt directly by its users by providing adequate physical facilities and
equipment so that health workers will work optimally in providing health services.

2) Reliability
The delivery of satisfactory service and done immediately. This dimension means that the
service provided is on time, accurate, as offered (e.g. contained in the service brochure).

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3) Responsiveness
Responsiveness in providing services. This dimension includes the ability of health workers
to help customers as well as the level of readiness in serving in accordance with applicable
procedures and of course to be able to meet customer expectations. Health services that are
quick to respond to the needs of their customers are mostly determined by the attitude of
officers who are on duty at the forefront of service.

4) Assurance
consists of the potential, decency and trustworthiness of the body of workers, unfastened and
the risk of threat or hesitation. This dimension provides consequences / impacts to customers
of service users feel free from risk. The results showed that this dimension includes factors of
friendliness, complement, credibility and friendliness.

5) Empathy
Empathy includes the ease of making good communication relationships and understanding the
needs of customers. This dimension is also related to the special sense of care and attention of
staff to each service user, understand their needs and provide convenience to be contacted at
all times if service users need help.
Standards maintain the quality of patient clinical statistics:
a. Everyone in the institution must be involved in the determination, understanding, and
improvement of the continuous process with each control and responsibility in each
quality produced by each person.
b. all and sundry have to agree to meet each patients, both external and internal clients.
c. Quality improvement is carried out using the scientific method, namely by using data for
decision making, the use of statistical methods, and the involvement of each person
concerned.
d. Proses quality improvement integrated by customers and suppliers.

6. Quality Assurance of Quality Review in Patient Medical Records

Influencing factors from several human resource studies related to physician behavior and
implementation of leadership policies related to punish and reward. In the journal (Dewi
Apriyantini, 2016), it is said that the role of medical is important in the quality management of
hospital services. The main duties of the medical record unit and staff include the management
of the contents of medical records related to the completeness of filling medical records. The
content of medical records is a source of patient health information, which is the patient's right
for the benefit of the next health service.

The impact of incompleteness of the contents of medical records, inaccurate health care
processes so that the quality of service is poor. One of the obstacles that arise is a limited
medical record and a complex medical record form. Human resources related to the
behavior of doctors in filling medical records have an important influence (Susanto, A, 2016).
The behavior of doctors in filling medical records is also influenced by knowledge, attitudes
and actions. Medical record staff also have an important role in maintaining the quality of
service in the medical record unit (Novita Nuraini, 2015). From the Susanto, A (2016) research
medical record staff with substandard competence influence in the analysis of the completeness
of medical record contents. Facilities and infrastructure in supporting services and policy
implementation in the form of operational standards affect the quality management of medical
records. Medical personnel based on demographics have an influence in filling a complete
medical record (Kurniawati, D., 2013).

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Punish in some hospitals is run by delaying the medical services of doctors if the medical
records file is not complete. Rewards are also rewarded by giving awards to doctors who fill
out medical records completely and on time. These actions in addition to maintaining the
quality of service, from the aspect of financing will have an effect. In this era, the completeness
of filling out a medical resume as a quality assurance of patient medical records becomes
important in costing. The doctor in charge of the patient must fill out the main diagnosis
appropriately, the action and therapy must be fully filled in accordance with the health services
that have been given to the patient. When filling out a medical resume is not in accordance
with the standards of surgical filling, there is a discrepancy with the diagnosis coding process,
so the risk of CBG's INA tariff is not appropriate. If the analysis of the sheet is not fully filled,
then the entire medical record is not complete. Review of filling out medical resumes which
are an important component in the medical resume sheet, consisting of patient identification,
important reports and authentication of the doctor in charge of the patient (Palaguna S.K. & S.
Indrahti, 2016).

Quality assessment Quality of medical equipment design is not only assessed from the contents
of medical records. But the appropriate file storage and destruction process must also be
monitored and evaluated (Kementerian Kesehatan, 2008). The elements that can be are internal
and external factors. internal elements are motivated by the system of creating paper
substances. While external factors are influenced by the factors of light, temperature and
humidity of the air, insect dust, archival safety and prevention from natural disasters.

In addition, factors related to the quality of medical record service quality assurance insurance
for patients are related to the management of human resources, facilities and infrastructure
and management according to standards. Incompleteness of medical record documents,
Archiving of medical record documents, Quality of medical resume sheets, Doctors' behavior
in filling out medical records, kkuratan contents of medical records against financing, as well
as factors of delay in filling medical records based on doctor demographics.

7. Introduction to Medical Ethics

Ethics is a system of moral principles. It effect how people make decision between right or
wrong to lead their life. The term ethics derived from Greek words ethos which can mean
custom, habit, character or disposition. The ethical need to practice to become a good person
because it effect human behaviour. Ethics can provide a guideto us about the right decision
we have to make. So we would not let our heart do the arguing before our brain does.
Sometimes we cannot make the decision when our emotion not stable that cause many harm
to people around us and ourself. Ethics can provide moral map when we have in difficult
situation where which way we need to take.

From East Technesse State University radiography is the art and science of using radiation to
provide images of the tissues, organs, bones and vessel that comprise the human body.
Radiologist is the person who have special training in this field. As a radiologist they need to
accurately and precise interpreting diagnostic images, read or diagnose these images. As
radiographer their responsible was producing many ofdiagnostic images of the patient that
radiologist used to diagnose patient conditions. They will examining our body by follow the
right procedure quality diagnostic image. Medical ethics is a set of moral principle, beliefs and
values that guide us in making choices about medical care. There are several basic principle
ethics duties that healthcare professional perform to the patients which is autonomy,

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beneficence, non-maleficence and justice. These principles very important to all healthcare to
follow to create comfortable relationship between healthcare and patients.

Basic medical ethics principle was autonomy, beneficence, non-maleficence, veracity and
fidelity. Autonomy is the patient have the right to choose or refuse their treatment. It is freedom
in making decision and as healthcare we must follow the request. Beneficence is healthcare
provider must have the knowledge and training with new research or development in the
required field. So that they can give the best interest to patients. Non-maleficence is doctor
cannot be bias towards any patient and should not cause harm to them or the society regardless
of religion and races. Veracity is avoid any exceptional cases for all patient and duties to tell
the truth to thepatient. Fidelity is responsible to the duties without any slack and faith fullness
to others. This basic ethics must be applied to help the relationship between healthcare and
patients as a professional medical.

From American Society of Radiology Technologist (ASRT) code of ethics they are some
radiologic technologist must taken. First, radiologic technologist must provide quality services
to patients, respond to patients needed and perform professional manner. Second, practice the
knowledge and improving everyday. Learn how to use latest equipment for purposes according
the procedure etique. Then, practicing for improving in future to give best quality services to
the patient. Radiology technologist must respect patients privacy and confidential information
about them unless required by law or to protect welfare of the individual and community.

As a radiographer there are standard procedure should be taken before examinate the patient.
First, depending on that area need to be examining the patients must wear loose and
comfortable clothes that are easy to move around. Often radiographer must gave the patient
hospital gown to change for the examining. Second, instruct patientsto remove jewelry and
any metal item from the body before an X-ray. For some cases, the patient need to take contrast
material or “contrast dye” before examining. The substances will improve quality of diagnose
image. This substances will be taken in different ways which is swallow in term of liquid,
injected to patient body or given as an enema before the test. During the examining
radiographer must told the patients to lie, sit or stand a still during examining for best quality
image. Sometime patient must hold the breath during capture the X-ray image. The test finish
when the radiologist satisfied with the imaged gathered. Lastly, patient advised to drink lot of
water to take out the substance.

Ethics in radiography was important because it creates a culture integrity a supportive positive
atmosphere that builds morale, fosters internal energy and external loyalty and improves
reputation. Even each member have their own responsibility to comply with laws and codes
that given by govern radiographer. This practice not only to patient but where never the placed
towards community. Corresponding to thisregulation it can save and help someone lives and
giving trust to community in healthcare.

8. Conclusion

The review states that there are several factors that affect the quality of quality assurance of
medical record services for patients such as pre-facilities, monitoring, human resources, and
policy assessment. The implementation of quality management of patient medical records is
in sync with the standards that have been set, namely the completeness of filling out clinical
facts inside 24 hours, storing and destroying clinical document files. There can also be extra
different factors involved.

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While, ethics is the fundamental guidelines and provide good radiographer practice.
Radiographers and radiology technologist must allied the good value and maintain an adequate
in themselves to serve the best quality serves to patients. They not necessary follow the
guidelines and law that required for them to perform but ethics isa guidelines so they think
whether the option was right or wrong. They need to think before make the decision for their
safety patient. Professional ethics based on the principle from which positive duties emerge.
Next, ethics important to build relationship between patients and radiographer. This important
because patient will be open to discuss their health issues and able to comply the guide from
the radiographer. By applied ethics in their duties they become more responsible in their patients
and action. So the patients and community can put more trust in radiographer.

Acknowledgement
The authors would like to thank Faculty of Applied Sciences and Technology, Universiti Tun
Hussein Onn Malaysia for facilities provided that make research possible. Also,
Communication of this research is made possible through monetary assistance by Universiti
Tun Hussein Onn Malaysia and the UTHM Publisher’s Office via Publication Fund E15216

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