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Latar belakang: Program Jaminan Kesehatan Nasional (JKN) memberikan manfaat pembiayaan pelayanan kesehatan di rumah sakit (RS) termasuk pada layanan rawat jalan. Komposisi pasien rawat jalan (RJ) RS UKRIDA hampir seluruhnya menggunakan penjaminan program JKN. Berdasarkan analisa kondisi finansial RS, selain menjaga pemasukan dari program JKN, perlu adanya dorongan pemasukan dari komposisi pasien berbayar pribadi (out of pocket). Secara regulasi, pasien JKN diperkenankan iur biaya untuk layanan rawat jalan eksekutif. Oleh karena itu penelitian ini ingin melihat gambaran serta hubungan kepuasan pengalaman pasien / patient experiential satisfaction (PES), loyalitas pasien (LP), dan willingness to pay (WTP) untuk peningkatan layanan pada pasien layanan RJ RS UKRIDA. Metodologi: Penelitian ini bersifat kuantitatif dengan desain cross-sectional menggunakan kuesioner sebagai instrumen penelitian. Sampel adalah pasien RJ RS UKRIDA yang menggunakan jaminan program JKN pada lima poli yang ditetapkan. Sampling dilakukan dengan metode convenient sampling selama bulan Mei 2024. Hasil: Persepsi responden terhadap variabel inpenden dari PES sudah baik. PES dan LP juga sudah digambarkan baik oleh responden. Responden juga menunjukkan kesediaan membayar untuk peningkatan layanan yang ditawarkan dengan nilai rerata sebesar Rp 140.968,-. PES berpengaruh positif dan signifikan terhadap LP dan WTP, begitu juga LP terhadap WTP. LP menjadi variabel mediasi yang signifikan untuk hubungan PES terhadap WTP Kesimpulan: RS perlu mempertahankan dan meningkatkan PES dari pasien yang berobat sehingga terbentuk LP yang akan membangun budaya WTP pada pasien JKN untuk peningkatan layanan. Minat bayar tersebut dapat disalurkan melalui pengembangan layanan poliklinik eksekutif di RS Kata kunci: kepuasan pengalaman pasien, loyalitas pasien, kesediaan membayar, layanan rawat jalan, poliklinik eksekutif
Background: National Health Insurance (NHI) program in Indonesia provide health services financing benefit, including services at hospital outpatient clinics. At UKRIDA hospital itself, most patient utilise that NHI benefit. As for that, based on hospital financial condition, NHI patients must be maintained, but on the other side revenue from out-of-pocket patients should be improved. Indonesian health regulation permit hospital to charge extra fees from NHI patients for execuitve services. Therefore, this study picture patient experiential satisfaction (PES), patient loyalty (PL), and patient’s willingness to pay (WTP) for quality improvement at UKRIDA Hospital outpatients setting. Methodology: This is a quantitative cross-sectional study using questionnaire as it’s tool. Samples taken in May 2024 using convenient sampling method from UKRIDA hospital outpatients that utilise NHI benefit for five chosen departement clinics. Results: Respondents rate every PES’s independent construct as good. PES and PL also rated as good. Respondents show willingness to pay for every quality improvement given in the questionairre with average value at Rp 140.968,-. PES found to be significantly influence LP and WTP, as well as LP significantly influence WTP. LP acts as significant mediator for PES to influence patient’s WTP for quality improvement. Conclusion: UKRIDA Hospital need to maintain it’s performance to keep PES, therefore PL is formed. At this state, NHI patient’s WTP for quality improvement expected to be improved. To channel that interest, UKRIDA Hospital should develop executive clinics based on regulation. Keywords: Patient experiential satisfaction, patient loyalty, willingness to pay, outpatient, executive clinic
Pharmaceutical supplies must be managed well for the smooth running of hospital services and finances. Management of hospital pharmaceutical supplies starts from the flow of planning and procurement of medicines in the hospital. An appropriate planning system is needed for managing planning and supplies in hospitals so that efficiency in the drug procurement process can be achieved. Hermina Medan Hospital made changes to its medicine planning system from initially using a min-max system to a Pareto system. This research aims to compare the level of efficiency of the two systems. This research was conducted using operational research on drug samples resulting from ABC analysis and combining qualitative methods. The results of ABC analysis based on usage values during August and September 2023 showed that category A drugs represent 80% of the total value of UHC drug supplies in pharmacy installations. The research results show that by comparing calculations for planning the procurement of category A drugs using the Pareto and min-max systems, the total inventory cost is lower using the min-max system. Procurement planning using a min-max system can be better if the calculation of drug use is routinely controlled and the procurement planning process is assisted by a better information system. It is hoped that the research can be continued for a longer period so that inventory cost assessments can be more accurate.
Background: The failure to achieve the target for outpatient visits at RSIA Kenari Graha Medika over the last 3 years indicates a problem that needs to be addressed immediately. Not achieving the old patient target during this period indicates the patient's low interest in returning (repurchase intention). Communication between doctors and patients in the RSIA Kenari Graha Medika outpatient unit has become a concern because several times patient complaints have been received. Objective: to determine the relationship between doctors' communication skills and repurchase intention of outpatients at RSIA Kenari Graha Medika. Method: Cross sectional research design with a sample size of 152 samples. The variable studied is the doctor's communication skills which are associated with repurchase intention which is mediated by the customer satisfaction variable. Data analysis was carried out using univariate (descriptive) and multivariate analysis with SEM PLS. Results: From data analysis, it was found that all constructs were declared valid and reliable based on the results of loading factor, AVE and Corbach alpha calculations. Hypothesis testing shows all variables are accepted. Conclusion: Doctors' communication skills are positively and significantly related to repurchase intention through patient satisfaction. The higher the doctor's communication skills, the higher the repurchase intention. Based on the finding that physician communication skills are significantly related to patient satisfaction and repurchase intention, it is important to continue training physicians in effective communication skills.
Manajemen farmasi yang efektif berperan krusial bagi operasional rumah sakit, serta memengaruhi statusnya sebagai cost center atau revenue center. Rumah Sakit Utama merupakan rumah sakit di wilayah kepulauan yang sering menghadapi tantangan dalam variabilitas waktu pengiriman obat, sehingga IFRS Utama memerlukan sistem logistik farmasi yang baik untuk menjamin ketersediaan obat secara efisien. Penelitian ini menganalisis sistem perencanaan dan pengendalian obat di RS Utama saat ini, sekaligus mengevaluasi potensi peningkatannya dengan mensimulasikan penerapan metode ABC Indeks Kritis (yang mengklasifikasikan obat menjadi kategori A, B, C berdasarkan data penggunaan periode Oktober 2024 – Maret 2025) yang dikombinasikan dengan perhitungan safety stock, reorder point, dan economic order quantity secara spesifik untuk obat Kategori A. Model perencanaan dan pengendalian perbekalan farmasi usulan ini kemudian disimulasikan dan kinerjanya dibandingkan dengan metode yang saat ini digunakan oleh rumah sakit, dengan evaluasi terfokus pada dampaknya terhadap nilai persediaan dan Inventory Turnover Ratio (ITOR) obat kategori A Indeks Kritis. Hasil simulasi menunjukkan bahwa metode yang diusulkan, berpotensi menghasilkan penurunan substansial pada rata-rata nilai persediaan serta peningkatan ITOR . Penelitian ini diharapkan memberikan kontribusi empiris dan landasan strategis bagi RS Utama dalam upaya optimalisasi sistem manajemen logistik farmasi, guna meningkatkan efisiensi operasional dan menjamin ketersediaan obat secara lebih efektif.
Kata kunci : ABC Indeks Kritis, safety stock, reorder point, economic order quantity, nilai persediaan, inventory turn over.
Effective pharmaceutical management is vital, determining whether the pharmacy as a cost or revenue center. For Utama Hospital, operating in an archipelagic region with variable drug delivery times, a highly efficient pharmaceutical logistics system at its Pharmacy Installation is essential for ensuring consistent and efficient drug availability. This study, therefore, analyzes Utama Hospital's current drug planning and control system, exploring potential improvements by simulating a new model that integrates an ABC-Criticality Index classification with calculations for safety stock, reorder point, and economic order quantity (EOQ). To achieve this, the research methodology involved analyzing drug usage data (October 2024 – March 2025), classifying drugs into categories A, B, and C using an ABC-Criticality Index approach, and then calculating key inventory parameters—safety stock, reorder point, and EOQ—specifically for Category A drugs. The proposed pharmaceutical supply planning and control model, incorporating these parameters, was subsequently simulated. Its performance was then benchmarked against the hospital's current methods, with a focused evaluation on changes to inventory value and the Inventory Turnover Ratio (ITOR) for these critical Category A drugs. The simulation revealed that the proposed method holds strong potential for substantially decreasing average inventory value while significantly boosting the ITOR. This research aims to offer an empirical contribution and strategic framework, enabling Utama Hospital to optimize its pharmaceutical logistics for enhanced operational efficiency and more effective, timely drug availability. Keywords: ABC-Criticality Index, safety stock, reorder point, economic order quantity, inventory value, inventory turnover