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At present Cengkareng Hospital has just entering into the stage of changing an image of a government Hospital that is still attached and has a negative conotation.marketing strategic Plan constitutes an effort of solving the problem and anticipation toward the future, a marketing strategy that will be perform is migration segmentation toward a target on middle to upper community group market, this issue is performed because of a large opportunity, where the existence area of the Hospital is a residencial and industrial area so that this opportunity will be able to give maximum contribution for the hospital funding, however it doesn’t leave out the current market. The Design of Cengkareng Hospital systematically consist of market segmentation strategy, marketing targeting strategy and the last one is strategy positioning market. Further Tactic strategy is carried out in the form of development marketing program by mix marketing (product, price, place and promotion). This research is held in RS Cengkareng , using kuantitative and kualitatif analysis . Where secondary data obtained from various sources and corelation data base . And result from projection of the data used as information in Focus Group Discussion (FGD) activity to identify hospital’s internal and external environmental. From the result of regional research that become the segmentation target, its aim is West Jakarta district, Tanggerang as well as North Jakarta with the community segmentation who domiciled in the area mentioned above aged 25 – 64 , with minimal graduate diploma 1 – University. The main objective is in a moderate manner then the selling potential for west Jakarta per month in the year of 2005 up until 2010 is as follow : 210, 814, 907 , 979, 984 persons. By the annual increase of each district +/- 30 – 40 % this condition is kept in balance by additional service capacity increases with 50 % in 2006 and 100 % in 2007. To optimalize more the result of developing in marketing product of Cengkareng Hospital is to optimalize the performance of its core product : Policlinic and Hospitalization and also to raise the issue of health and work health safety, including medical checkup. The promotion product mentioned is balanced by decisioning of price which start based on the need and benefit which is gained from the product to compared with the product of competitors. The price is decided relatively to be compared with competitors price to be able to give value added for the consumers. Other than that (becides) the place is closer to the industrial market and middle and upper class community market around Cengkareng Hospital, its objective is to make in accordance with the image product which is connected with the pricing segment by maximalizing marketing staff performance. Intensive networking by Soekarno Hatta Airport managers and the road managers around Cengkareng . Keyword : strategic marketing , marketing mix
Perawat sebagai salah satu sumber daya manusia di rumah sakit merupakan ujung tombak pelayanan yang harus direncanakan secara matang, baik secara kuantitas (beban kerja) maupun kualitas (kompetensi kerja). Dalam penelitian ini akan dibahas tentang analisa kebutuhan tenaga keperawatan di Instalasi Hemodialisa RSUP Persahabatan berdasarkan beban kerja (menggunakan time and motion study kepada 8 perawat kemudian diolah dengan Metode Ilyas) dan kompetensi kerja (depth interview kepada tiga informan dengan fokus kepada pengetahuan seputar pekerjaan, keterampilan dan sikap). Hasil penelitian ini menyatakan bahwa terdapat satu dan atau dua tenaga perawat dengan kualifikasi minimal lulusan D3 keperawatan yang telah diikutkan pelatihan hemodialisa.
Nurses, as one kind of the human resources in hospitals, act as a frontline service that should be planned thoroughly, both in its quantity (based on workload) and quality (based on competencies). This research was about needs assessment of nursing personnel in the Hemodialysis Installation of RSUP Persahabatan based on workload (using time and motion study technique then manipulated by Ilyas Method) and competencies (depth interview focusing on job knowledge, skill and attitude, on three subjects). The research concluded that there is one or two nursing shortage, having qualification of D3 of nursing (as minimal education) and hemodialysis training.
ABSTRAK Sistem pelaporan kegiatan rutin di Rumah Sakit Metropolitan Medical Center yang masih manual atau belum terintegrasi secara online, sehingga menyebabkan beberapa masalah seperti tidak standarnya laporan-laporan yang diberikan oleh masing-masing unit, dan terjadinya kesalahan dalam input dan rekapitulasi laporan oleh petugas rekam medis. Tujuan penelitian ini adalah untuk memberikan gambaran dan identifikasi sistem pelaporan rutin rumah sakit Metropolitan Medical Center sehingga dapat memberikan saran guna meminimalkan kesalahan dalam pembuatan laporan rutin rumah sakit. Rumah sakit metropolitan medical center memiliki 162 tempat tidur, dimana unit rekam medis bertanggung jawab dalam pembuatan dua laporan wajib rumah sakit, yakni laporan eksternal, yaitu laporan kepada departemen kesehatan, dan laporan internal, yaitu laporan kepada seluruh direksi rumah sakit. Jenis penelitian yang dilakukan adalah penelitian kualitatif yang bersifat deskriptif, terbatas pada laporan internal rumah sakit. Informan penelitian berjumlah 14 orang. Dari penelitian didapatkan hasil mengenai sumber daya dan fasilitas yang berhubungan dengan pembuatan laporan kegiatan, dan diketahui bahwa belum semua unit yang terkomputerisasi dan memiliki sistem online, serta tidak standarnya format formulir laporan di setiap unit. Selain itu juga ditemukan adanya kesulitan dari unit rekam medis dalam memproses laporan yang diterima. Dari penelitian dapat disimpulkan bahwa perlunya suatu formulir standar sehingga dapat memudahkan unit rekam medis dalam melakukan rekapitulasi di setiap unit pelaksana sehingga dapat mengurangi kemungkinan timbulnya kesalahan dalam pembuatan laporan rutin rumah sakit. ABSTRACT Report activities in Metropolitan Medical Center are done manually and has not yet adopted an online integration. This causes a number of problems such that the report are not collected in one unified standard and that input mistakes are often made in the reports by the medica record staffs. The purpose of this research is to describe and analyze the daily and monthly report activities at the hospital therefore to advice which could be use to overcome the problems. The Metropolitan Medical Center has 162 beds, and its medical record unit responsible to produce essential reports that are external and internal reports. The external reports are to be submitted to the Ministry of Health Department while the internal reports to the board of directors. The type of research conducted will be qualitatif-descriptive and limited to only internal reports. The research is held the interview of fourteen informants and observations. The informations result from the interview are type of resources and facilities needed to produce the reports as well as evidence that not all the units has the computerized system or online system, and also the format of the form reports is not standard for each unit. It is also known that there is some difficulties to process the reports in medical record unit. The conclusion of the research is standar form is needed to facilitate the medical record unit in order to process the reports for each unit in hospital, so that can minimalized the chance of mistakes in the process of reporting the hospital reports.
Kepuasan pelanggan ditentukan olch berbagai jenis pelayanan yang didapatkan oleh pelanggan selama menggunakan pelayanan..Rumah Sakit Persahabatan merupakan Salah satu rumah sakit yang berbentuk perusahaan jawatan di DKI .lakana yang bergerak di bidang jasa pelayanan kcschatan. Dari data kunjungan pasien di poliklinik pcnyakit dalam regular dari tahun 2002 sampai dengan tahun 2006 menunjukkan peningkatan setiap tahunnya, sedangkan pada poliklinik penyakit dalam non regular (Griya Puspa), data kunjungan pasien secara keseluruhan tahun 2005 hingga tahun 2006 mengalami angka penurunan kunjungan yang signitikan. Tujuan penelitian adalah untuk mengetahui perbcdaan tinglcat kepuasan pasien regular dan non regular beserta faktor-faktor yang mempengaruhinya di poliklinik penyakit dalam di RS Persahabatan Tahun 2007. Penelitian ini dilakukan melalui wawancara dengan menggunakan kuesioner tertutup yang disebarkan kepada pasien yang sudah pemah berobat paling sedikit I (satu) kali. Dari hasil penelitian diketahui tingkat kcpuasan pasien reguler dimana pasien benar - benar menilai pelayanan tersebut penting olch karcna rumah sakit belum memenuhi harapan pasien, seperti : perawat berpakaian rapih dan bersih, ketersediaan obat rcscp dan pelayanan cepat, perawat memberikan informasi dengan jelas, perawat memiliki pengetahuan dan keterampilan dalam menjalankan tugas. Dimensi yang memililci nilai paling memberikan rasa puas dalam pelayanarl yaituzdokter berpakaian rapih dan bersih scrta pcrawat terampil dan meyakinkan dalam memberikan pelayanan. Dari hasil penelitian diketahui bahwa faktor yang menyebabkan kepuasan pasien non reguler adalah lingkungan poliklinik penyakit dalam terlihat rapih dan bersih, ruang tunggu dan ruang pemeriksaan nyaman dan bersih, perawat berpalcaian rapih dan bersih, dokter terampil dan meyakink n dalam pelayanan, dokter menanggapi keluhan dan menjawab denganm baik, dokter memberikan inf`om1asi tentang penyakit kepada pasien serta dokter memiliki pengetahuan dan keterampilan dalam menjalankan tugas. Sedangkan faktor yang menjadi ketidakpuasan pada pasien non reguler adalah ketersediaan obat resep dan pelayanan cepat. Berdasarkan hasil uji statistik tidak ada hubungan yang bermakna antara umur, jenis kelamin, pendidikan, pekerjaan, transportasi, persepsi jarak, jumlah kunjungan dan sumber biaya dengan kepuasan pasien. Dengan delnikian perlu dilakukan usaha perbaikan pada poliklinik penyakit dalam reguler seperti, melakukan monitoring kerapihan dan kebersihan pakaian pada saai bertugas, pelatihan untuk meningkatkan pengetahuan dan keterampilan perawat seperti seminar atau simposium atau workshop dan perbaikan manajemen Iogistik untuk obat. Sedungkan pada poliklinik penyakit dalam non reguler, faktor-faktor yang menjadi prioritas utama untuk ditanggulangi adalah perlunya dilakukan upaya perbaikan ketérsediaan obat resep dan pelayanan cepat Dengan demikian pada poliklinik penyakit dalam non reguler perlu dilakukan usaha perbaikan terhadap faktor-faktor tersebut di atas. Misalnya dengan dilakukan perbaikan manajemen logistik untuk obat. Hal lain yang perlu dilakukan adalah perlunya dilakukan survei kepuasan pasien secara berkala. Dengan dcmikian pclayanan kesehaian yang diberikan kepada pasien dapat tems dievaluasi sehingga dapat meningkatkan mutu pelayanan kesehatan dari rumah sakit itu sendiri.
Level of customer satisfaction is detennined by the services that the customers receive. Persahabatan Hospital is one of' public company hospitals in DKI Jakarta. From the year 2002 - 2006, there had been an increase of patients visit in Internal Medicine regular clinic. On the other hand, there had been a significant decrease of visit to Non regular (Griya Puspa) lntemal Medicine Clinic around the year 2005-2006. The aim of this study is to show differences in satisfaction level between patients in regular and non regular lntemal Medicine Clinic Persahabatan Hospital in 2007, along with the factors influencing the differences. The data is collected through interview guided by questionnaires to patients who have visited the clinic at least once. This study shows that in regular clinic, factors that are important to the patients because of hospital not yet titlfilled patient expectation. are: nurses who dress neatly and cleanly, availability of prescribed medicine, nurses who give clear explanation to the patients and nurses who are competent and skillful, Dimensions that major at the clinic are doctors who dress cleanly and neatly, and the level of nurses' competence, skill, and knowledge in delivering the services. This study shows that in non regular clinic, patient satisfaction factors are polyclinic environment in seen neatly and cleanly, clean and comfortable waiting room and examination room, nurses who dress neatly and cleanly,. doctor who are competent and skillful, doctor care about patient?s sigh, doctor who give clear explanation to the patients , the level of doctor? competence, skill, and knowledge in delivering the services. While in the other side, the dissatisfaction factors are availability of prescribed medicine and bad service. There is no significant relation between satisfaction level and patients? age, sex, educational background, occupation, distance perception, numbers of visit, and financial source. For the hospital, it means some efforts to improve regular clinic are monitoring nurses who dress neatly and cleanly, logistic management for the medicine in dispensary, and to hold seminars, symposiums, and training to enhance knowledge and skill of doctors and nurses. While in non regular patients, main factors of to strive repair is availability of recipe drug and service quickly. For example by repair of logistics management for drug. It is necessary to carry periodical patient satisfaction survey to evaluate the service and to improve the service quality of the hospital.