Ditemukan 32090 dokumen yang sesuai dengan query :: Simpan CSV
Patriot Haryo Trenggono; Pembimbing: Adang Bachtiar; Penguji: Puput Oktamianti, Yedi Suyadi, Tinon Resphati
Abstrak:
Penelitian ini bertujuan untuk melakukan evaluasi terhadap manajemen rumah sakit dalam upaya menanggulangi hasil rating Google Customer Review di Rumah Sakit Karisma Cimareme. Metode penelitian yang digunakan adalah observasi dengan mengacu pada konsep SERVQUAL dan teori Donabedian. Fokus penelitian terletak pada dimensi-dimensi SERVQUAL, yaitu tangible, empati, responsif, keandalan, dan jaminan, serta hasil upaya peningkatan rating melalui pembuatan Standar Prosedur Operasional (SPO). Pengumpulan data dilakukan melalui observasi langsung terhadap pelayanan rumah sakit, wawancara mendalam dengan staf rumah sakit, dan analisis ulasan Google Customer Review. Analisis data dilakukan dengan pendekatan tematik untuk mengidentifikasi faktor-faktor kunci yang mempengaruhi rating dan ulasan. Hasil penelitian diharapkan dapat memberikan pemahaman yang mendalam mengenai tantangan yang dihadapi oleh manajemen rumah sakit dalam menghadapi ulasan Google Customer Review serta rekomendasi untuk meningkatkan kualitas pelayanan dan mengelola ulasan yang ada. Penelitian ini diharapkan dapat memberikan kontribusi dalam upaya peningkatan reputasi dan kepuasan pasien di Rumah Sakit Karisma Cimareme serta memberikan panduan bagi rumah sakit lain dalam menghadapi tantangan serupa.
This study aims to evaluate the hospital management's efforts in addressing the ratings received on Google Customer Review at Karisma Cimareme Hospital. The research method employed is observation, referring to the SERVQUAL concept and Donabedian theory. The focus of the study lies in the dimensions of SERVQUAL, namely tangibles, empathy, responsiveness, reliability, and assurance, as well as the outcomes of improvement efforts through the development of Standard Operating Procedures (SOPs). Data collection involves direct observation of hospital services, in-depth interviews with hospital staff, and analysis of Google Customer Review comments. Thematic analysis is conducted to identify key factors influencing ratings and reviews. The research findings are expected to provide an in-depth understanding of the challenges faced by hospital management in handling Google Customer Review feedback, along with recommendations for enhancing service quality and managing existing reviews. This research is intended to contribute to improving the reputation and patient satisfaction at Karisma Cimareme Hospital, as well as serving as a guideline for other hospitals facing similar challenges.
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This study aims to evaluate the hospital management's efforts in addressing the ratings received on Google Customer Review at Karisma Cimareme Hospital. The research method employed is observation, referring to the SERVQUAL concept and Donabedian theory. The focus of the study lies in the dimensions of SERVQUAL, namely tangibles, empathy, responsiveness, reliability, and assurance, as well as the outcomes of improvement efforts through the development of Standard Operating Procedures (SOPs). Data collection involves direct observation of hospital services, in-depth interviews with hospital staff, and analysis of Google Customer Review comments. Thematic analysis is conducted to identify key factors influencing ratings and reviews. The research findings are expected to provide an in-depth understanding of the challenges faced by hospital management in handling Google Customer Review feedback, along with recommendations for enhancing service quality and managing existing reviews. This research is intended to contribute to improving the reputation and patient satisfaction at Karisma Cimareme Hospital, as well as serving as a guideline for other hospitals facing similar challenges.
B-2400
Depok : FKM-UI, 2023
S2 - Tesis Pusat Informasi Kesehatan Masyarakat
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Retnany Litarini; Pembimbing: Pujianto; Penguji: Amal C. Sjaaf, Kurnia Sari, Eko Prijono
Abstrak:
Abstrak
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Tesis ini menganalisis faktor SDM, faktor teknis (hardware, software, dan koneksi jaringan), faktor saluran komunikasi (proses sosialisasi-pelatihan dan pendampingan), dan faktor manajemen yang berperan dalam keberhasilan sistem informasi manajemen rumah sakit di bagian keuangan RSIJ Cempaka Putih. Tesis ini merupakan penelitian kualitatif. Hasil penelitian menunjukkan kendala dari keberhasilan sistem informasi manajemen rumah sakit adalah faktor SDM tipe Laggard, faktor teknis berupa rumah sakit tidak memiliki source dari software yang digunakan dan saat awal implementasi tidak dilakukan cut-off sehingga informasi yang dihasilkan tidak valid, dan tidak adanya kebijakan manajemen dalam penghargaan dan sanksi. Disarankan agar dilakukan evaluasi terhadap user dan rotasi SDM, menempatkan SDM dengan pendidikan S1, mengerti keuangan akutansi, menguasai Microsoft Office, dan memilki tipe early majority, dilakukan cut-off, membuat kebijakan berupa pemberian penghargaan dan sanksi, serta untuk pengembangan dengan vendor supporting system agar dilakukan pembelian source software.
This thesis analyzes the human resource factors, technical factors (hardware, software, and network connections), the factor of communication channels (the process of socialization- training and mentoring), and management factors that play a role in the success of hospital information systems management in the financial section of RSIJ Cempaka Putih. This method used is qualitative research. The results showed the constraints for a successful hospital management information system are human resource factor with Laggard type, technical factors in the form of hospitals do not have the source of the software used and the cut-off is not done when initial implementation so that the resulting information is invalid, and the absence management policies in the rewards and punishments. It is recommended that an evaluation of the user and the rotation of human resources is done, placing human resource with undergraduate degree, understands financial accounting, masters Microsoft Office, and has an early majority type, made the cut-off, make policy in the form of rewards and punishments, and for development in order to contract with the vendor, including the purchase source software.
B-1390
Depok : FKM UI, 2012
S2 - Tesis Pusat Informasi Kesehatan Masyarakat
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Sri Dharmawati; Pembimbing: Dumilah Ayuningtyas
Abstrak:
Sistem Informasi Manajemen Rumah Sakit (SIMRS) telah dilaksanakan sejak tahun2012 di RSK Dr Rivai Abdullah dan belum pernah dilakukan evaluasi terhadapsistem tersebut. Penelitian ini bertujuan untuk memperoleh evaluasi mengenaisistem informasi manajemen rumah sakit di pelayanan rawat jalan RSK Dr. RivaiAbdullah. Metodologi penelitian yang digunakan dalam penelitian ini adalahmetode penelitian kualitatif dengan pendekatan deskriptif analitik terkait SIMRS diPelayanan Rawat Jalan RSK Dr. Rivai Abdullah. Dari hasil evaluasi didapatkanbahwa belum adanya kebijakan berupa Tim Kerja SIMRS, belum adanya pedomanatau standar operasional prosedur (SOP) mengenai SIMRS, dan pelatihan hanyasekali dilakukan. RSK Dr Rivai Abdullah dalam proses persiapan pengembanganSIMRS dengan melakukan kerjasama dengan Kementerian Kesehatan. Perangkatkeras (hardware) yang ada sudah mencukupi kecuali di Poliklinik (Instalasi RawatJalan). Berdasarkan analisis PIECES (Performance, Information, Economics,Control, Efficiency, Service) dapat disimpulkan performa sudah cukup standar dantidak terlalu rumit, kecepatan pengiriman dan pengaksesan data belum cukup cepat,informasi yang ditampilkan sudah cukup baik, dari segi ekonomi tenaga teknisiSIMRS yang ada masih kurang dari jumlah minimal yang dibutuhkan, kontrol dansekuritas sudah cukup aman. Disarankan dukungan pihak manajemen lebih optimalterutama kebijakan mengenai SIMRS, pembentukan Tim Kerja SIMRS, pembuatanpedoman SIMRS, pemenuhan tenaga teknisi, terjaminnya kualitas konektivitasjaringan, diadakan pelatihan dan sosialisasi kembali mengenai SIMRS.
Kata Kunci : SIMRS, Evaluasi, Pengembangan Sistem, Analisis PIECES(Performance, Information, Economic, Control, Efficiency, Service).
Hospital Management Information System (SIMRS) has been implemented since2012 in RSK Dr. Rivai Abdullah and has never been evaluated. This study aims toobtain an evaluation of the SIMRS in Dr. Rivai Abdullah hospital. This is aqualitative research methods with descriptive analytical approach SIMRS in Dr.Rivai Abdullah hospital. The evaluation showed that the absence of policy such asworking team SIMRS, not yet guidelines or Standard Operational Procedure (SOP)regarding SIMRS, and training is done only once. RSK Dr. Rivai Abdullah in thepreparation process SIMRS development through cooperation with the Ministry ofHealth. Hardware is sufficient except in Poliklinik. Based on the analysis PIECES(Performance, Information, Economics, Control, Efficiency, Service) concluded theperformance was pretty standard and not too complicated, the transmission speedand data access is not fast enough, the information displayed is quite good, froman economic point of IT personnel that there is still less than the minimum amountrequired, control and security is enough secure. Suggested management supportoptimized especially regarding SIMRS policy, the establishment of the workingteam SIMRS, manufacture guidelines or SOP SIMRS, fulfillment of IT, ensuring thequality of network connectivity, training and socialization held back on SIMRS.
Keywords: SIMRS, Evaluation, Development Systems, Analysis PIECES(Performance, Information, Economics, Control, Efficiency, Service).
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Kata Kunci : SIMRS, Evaluasi, Pengembangan Sistem, Analisis PIECES(Performance, Information, Economic, Control, Efficiency, Service).
Hospital Management Information System (SIMRS) has been implemented since2012 in RSK Dr. Rivai Abdullah and has never been evaluated. This study aims toobtain an evaluation of the SIMRS in Dr. Rivai Abdullah hospital. This is aqualitative research methods with descriptive analytical approach SIMRS in Dr.Rivai Abdullah hospital. The evaluation showed that the absence of policy such asworking team SIMRS, not yet guidelines or Standard Operational Procedure (SOP)regarding SIMRS, and training is done only once. RSK Dr. Rivai Abdullah in thepreparation process SIMRS development through cooperation with the Ministry ofHealth. Hardware is sufficient except in Poliklinik. Based on the analysis PIECES(Performance, Information, Economics, Control, Efficiency, Service) concluded theperformance was pretty standard and not too complicated, the transmission speedand data access is not fast enough, the information displayed is quite good, froman economic point of IT personnel that there is still less than the minimum amountrequired, control and security is enough secure. Suggested management supportoptimized especially regarding SIMRS policy, the establishment of the workingteam SIMRS, manufacture guidelines or SOP SIMRS, fulfillment of IT, ensuring thequality of network connectivity, training and socialization held back on SIMRS.
Keywords: SIMRS, Evaluation, Development Systems, Analysis PIECES(Performance, Information, Economics, Control, Efficiency, Service).
B-1771
Depok : FKM UI, 2016
S2 - Tesis Pusat Informasi Kesehatan Masyarakat
☉
Juni Chiudri; Pembimbing: Wachyu Sulistiadi; Penguji: Kurnia Saqri, Permanasari, Vetty Yulianty, Iing Ichsan Hanafi
Abstrak:
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Abstrak
Tesis ini bertujuan untuk mengetahui peranan strategi pemasaran Customer Relationship Management (CRM) melalui Personal Maternity Officer (PMO) dalam permanfaatan persalinan di Rumah Sakit Hermina Daan Mogot. Adapun identifikasi dan evaluasi terhadap strategi pemasaran ini dilakukan dengan pendekatan sistem. Jenis penelitian adalah penelitian kualitatif deskriptif dan penjelasan. Hasil penelitian ini menyimpulkan program CRM yang ada sudah berjalan dengan baik. Namun, kinerja Sumber Daya Manusia yang terlibat, pengawasan serta evaluasi yang terus menerus perlu ditingkatkan untuk mencapai hasil yang optimal. Oleh karena itu, diperlukan sosialisasi mengenai strategi pemasaran ini dan koordinasi dari semua pihak yang terlibat.
The purpose of this thesis is to find out the role of Customer Relationship Management (CRM) marketing strategy through Personal Maternity Officer (PMO) in labor at Hermina Daan Mogot Hospital. Identification and evaluation of this marketing strategy is done with system approach. The type of this research is descriptive qualitative and explanation research. The results of this study conclude that CRM program that is already exist has been well underway. However, the performance of the human resources involved, continuing supervision and evaluation need to be improved in order to achieve optimal results. Therefore, socialization on this marketing strategy and coordination from all parties involved are required.
B-1483
Depok : FKM-UI, 2013
S2 - Tesis Pusat Informasi Kesehatan Masyarakat
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Dani Indrawan; Pembimbing: Prastuti Soewondo; Penguji: Helen Andriani, Etty Yulianty Permanasari, Ediansyah, Vitrie Winastri
Abstrak:
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Berdasarkan laporan dari World Health Organisation (WHO), dampak pandemi COVID-19 dirasakan pada pelayanan kesehatan esensial di 90% negara. Hal ini terlihat pada kombinasi kondisi pelik dari menurunnya kunjungan akibat pembatasan kegiatan masyarakat, rantai distribusi alat kesehatan dan obat-obatan yang terhambat, sehingga kapasitas finansial fasilitas layanan kesehatan menurun. Tekanan yang terjadi mendorong rumah sakit beradaptasi dengan cepat serta memiliki strategi bertahan (resilience) dari berbagai guncangan yang dihadapi. Rumah Sakit Metropolitan Medical Center (RS MMC) sebagai salah satu rujukan COVID-19 turut merasakan dampak perubahan terhadap sistem pengelolaan logistik farmasi rumah sakit. Penelitian ini bertujuan untuk mengevaluasi pola perencanaan sediaan farmasi, menentukan pola perencanaan farmasi yang paling tepat, serta melakukan penerapan strategi Sales & Operations Planning (S&OP) dalam upaya membangun ketahanan sediaan farmasi Rumah Sakit Metropolitan Medical Center. Penelitian ini menggunakan metode kualitatif berupa studi kasus untuk melihat pengelolaan sediaan farmasi dengan menggunakan analisis deskriptif dari beberapa data sekunder yakni; data persediaan, data kunjungan pasien, serta data pendapatan dan pengeluaran rumah sakit selama masa pandemi COVID-19 pada periode Februari tahun 2020 - Desember tahun 2021 yang dikolaborasikan dengan wawancara mendalam. RS MMC melakukan berbagai upaya perbaikan pola perencanaan sediaan farmasi, mulai dari menggunakan metode konsumsi, pola morbiditas berdasarkan penyakit terbanyak, kombinasi pola konsumsi dan pola morbiditas, forecasting serta pendekatan S&OP. Hasil perhitungan tingkat Inventory Turnover (ITO) berada pada titik terendah di tahun 2020 yaitu sebesar 8,84% dan persentase ketersediaan di bulan Juni 2020 sebesar 51,80%. Pada titik ini terjadi kondisi yang tidak ideal sehingga manajemen didorong untuk merespon cepat serta adaptif terhadap pola perencanaan sediaan farmasi. Berdasarkan berbagai rangkaian metode yang digunakan RS MMC selama periode 2019-2021 serta data hasil wawancara mendalam, menunjukan bahwa pola perencanaan farmasi yang paling tepat di RS MMC ialah merujuk pada metode konsumsi yang dikombinasikan dengan pola morbiditas penyakit, hal tersebut dikarenakan dapat meningkatkan keakuratan manajemen perencanaan persediaan. Pengembangan dari metode konsumsi yang dikolaborasikan dengan pola morbiditas tersebut, dilakukan melalui penerapan forecast planning system menggunakan S&OP dan integrated demand supply yang sedang dibangun dalam sebuah sistem teknologi informasi rumah sakit yang diharapkan akan membuat pengambilan keputusan menjadi lebih mudah dan akurat. Dengan menggunakan pendekatan S&OP basis perencanaan kebutuhan logistik menjadi tidak hanya bergantung pada pemanfaatan data historis saja, baik yang terkait dengan pola konsumsi dan atau morbiditas saja. Pola pendekatan S&OP memodifikasi pola perencanaan kebutuhan sediaan sebelumnya yang merupakan gabungan pola konsumsi dan morbiditas. Pendekatan S&OP turut memperhatikan dinamika perkembangan kebutuhan terkini organisasi yang berkenaan dengan: adaptasi rencana strategi bisnis rumah sakit, ketersediaan finansial dan kegiatan operasional Rumah Sakit.
Based on a report from the World Health Organization (WHO), the impact of the COVID-19 pandemic was felt on essential health services in 90% of countries. This can be seen in the complicated combination of decreased visits due to restrictions on community activities, hampered distribution chain of medical devices and medicines, resulting in decreased financial capacity of health care facilities. The pressures that occur encourage hospitals to adapt quickly and have resilience strategies from the various shocks they face. The Metropolitan Medical Center Hospital (MMC Hospital) as one of the COVID-19 referrals also felt the impact of changes to the hospital pharmacy logistics management system. This study aims to evaluate the pattern of pharmaceutical preparation planning, determine the most appropriate pharmaceutical planning pattern, and implement the Sales & Operations Planning (S&OP) strategy in an effort to build the resilience of pharmaceutical preparations at Metropolitan Medical Center Hospital. This study uses a qualitative method in the form of a case study to see the management of pharmaceutical preparations using descriptive analysis of several secondary data, namely; inventory data, patient visit data, as well as hospital income and expenditure data during the COVID-19 pandemic in the period February 2020 - December 2021 in collaboration with in-depth interviews. MMC Hospital made various efforts to improve the planning pattern of pharmaceutical preparations, starting from using the consumption method, the pattern of morbidity based on the most disease, a combination of consumption patterns and morbidity patterns, forecasting and the S&OP approach. The results of the calculation of the Inventory Turnover (ITO) level are at their lowest point in 2020, which is 8.84% and the percentage of availability in June 2020 is 51.80%. At this point, conditions that are not ideal occur so that management is encouraged to respond quickly and be adaptive to the pattern of planning pharmaceutical preparations. Based on the various series of methods used by MMC Hospital during the 2019-2021 period as well as data from in-depth interviews, it shows that the most appropriate pharmaceutical planning pattern at MMC Hospital is referring to the consumption method combined with disease morbidity patterns, this is because it can improve the accuracy of planning management. supply. The development of the consumption method in collaboration with the morbidity pattern is carried out through the application of a forecast planning system using S&OP and integrated demand supply which is being built in a hospital information technology system which is expected to make decision making easier and more accurate. By using the S&OP approach, the basis for planning logistics needs is not only dependent on the use of historical data, both related to consumption patterns and or morbidity. The pattern of the S&OP approach modifies the previous pattern of planning requirements for preparations which is a combination of consumption patterns and morbidity. The S&OP approach also takes into account the dynamics of the latest development needs of the organization with regard to: adaptation of the hospital's business strategy plan, financial availability and hospital operational activities.
B-2300
Depok : FKM-UI, 2022
S2 - Tesis Pusat Informasi Kesehatan Masyarakat
☉
Dwi AriawanPembimbing: Vetty Yulianty Permanasari; Penguji: Tris Eryando; R. Sutiawan, Supriyantoro, Prihantoosa Soepradja
Abstrak:
ABSTRAK SIM RS di RSU Bali Royal sudah digunakan sejak tahun 2010. Tetapi pemanfaatan SIM RS masih belum optimal. Tujuan penelitian adalah untuk mengukur efektivitas implementasi SIM RS di RSU Bali Royaldengan menggunakan indikator PIECES ( Performance, Information and data, Economics, Control and security, Efficiency, Service ) di evaluasi dari sisi Informasi yang bisa dihasilkan. Rancangan penelitian yang digunakan adalah System Assessment Method. Pengumpulan data dilakukan dengan wawancara mendalam ( Indepth Interview ) menggunakan pedoman wawancara. Berdasarkan hasil wawancara mendalam dan telaah dokumen yang telah dilakukan, didapatkan hasil kinerja SIMRS RSU Bali Royal dari sisi informasi berdasarkan performance sudah baik diketahui dari indikator throughput dan respond time, dari information sudah baik bila dinilai dari outputs, inputs serta stored data, secara economics sudah baik, dari cotrolling and security keamanan data masih kurang, dari segi efficiency informasi yang didapatkan di SIMRS sudah baik, dari segi service bahwa SIMRS RSU Bali Royal sudah baik. Saran penambahan server, penerapan elektronik rekam medis, mengintegrasikan sistem dengan peralatan yang ada, adanya log out otomatis dan pemantauan rutin implementasi SIMRS ke seluruh unit. Kata kunci: Sistem Informasi Manajemen Rumah Sakit ( SIM RS ), Efektivitas, Informasi, Metode PIECES. Hospital Management Information System ( HMIS ) in Bali Royal Hospital has been used since 2010. But the utilization of HMIS is not optimal. The purpose of this research is to measure the effectiveness of HMIS implementation in RSU Bali Royal by using PIECES indicator (Performance, Information and Data, Economics, Control and security, Efficiency, Service) from the Information that can be provided by HMIS. The research design is System Assessment Method. Data collection was done by in-depth interviews (Indepth Interview) using interview guidelines. Based on the results of in-depth interviews and data processing, the results is performance of HMIS in Bali Royal in terms of information seen from the performance is good known from the throughput and respond time indicators, from the information is good assessed from outputs, inputs and stored data, economics is good, from controlling and security data security is not good , in terms of information efficiency obtained in HMIS is good, in terms of service that HMIS Bali Royal Hospital is good. Suggestion of server addition, implementation of electronic medical record, integrate system with existing equipment, automatic logout and routine monitoring of HMIS implementation to all units Keyword : Hospital Management Information System (HMIS), effectiveness, Information, PIECES.
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B-1991
Depok : FKM-UI, 2018
S2 - Tesis Pusat Informasi Kesehatan Masyarakat
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Muthia Ayu Aztari; Pembimbing: Atik Nurwahyuni; Penguji: Helen Andriani, Masyitoh, Farhannudin, Fiena Fithriah
Abstrak:
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Instalasi Farmasi Rumah Sakit RSUD ciapyung menghadapi paradoks logistik berupa stock out dan kedaluwarsa terjadi bersamaan, mencerminkan disfungsi sistemik pada pengelolaan persediaan farmasi. Penelitian bertujuan menganalisis implementasi manajemen logistik menggunakan kerangka 5 M, serta merumuskan rekomendasi berbasis bukti. Desain non eksperimental mixed method dilaksanakan Januari – Mei 2026 menggunakan data operasional 2025, melalui wawancara mendalam (6 informan), observasi, checklist, serta analisis kuantitatif ABC-VEN, ITR, fill rate, dan stock out time tracer. Dari 12 indikator kinerja, hanya 3 yang tercapai, dan 3 outcome krusial justru tidak mencapai target; fill rate obat 79,9%, stock-out time tracer 101,8 hari, dan expire rate 7,08% (Rp 64,9 juta/42 item). Terdapat dua akar masalah yang teridentifikasi; SDM terbatas → inakurasi SIMRS → ketidakakuratan RKO → stock out; dan over procurement antidiabetik (+Rp 141 juta) → kegagalan FIFO/FEFO → kedaluwarsa. Kegagalan tersebut bersifat struktural sehingga perbaikan prosedural saja tidak cukup. Rekomendasi prioritas dengan optimalisasi SIMRS (ROP otomatis, alarm kedaluwarsa bertingkat), penerapan MMSL untuk 43 item Katergori Prioritas, pembaruan formularium melalui penguatan KFT, redistribusi tugas SDM, dan penggantian infrastruktur penyimpanan cold chain.
The Pharmacy Installation of RSUD Cipayung faces a logistics paradox in which stock out and medicine expiry occur simultaneously, reflecting systemic dysfunction in pharmaceutical inventory management. This study aimed to analyze the implementation of logistics management using the 5M framework and to formulate evidence-based recommendations. A non-experimental mixed methods design was conducted from January to May 2026 using 2025 operational data, through in-depth interviews (6 informants), observation, checklists, and quantitative analyses of ABC-VEN, ITR, fill rate, and stock out time tracer. Of 12 performance indicators, only 3 were met, while 3 critical outcome indicators failed to reach their targets: fill rate 79.9%, stock-out time tracer 101.8 days, and expire rate 7.08% (Rp 64.9 million/42 items). Two root causes were identified: limited human resources → SIMRS inaccuracy → inaccurate RKO → stock-out; and anti-diabetic over-procurement (+Rp 141 million) → FIFO/FEFO failure → expiry. These failures are structural, making procedural fixes alone insufficient. Priority recommendations include SIMRS optimization (automated ROP, tiered expiry alerts), MMSL implementation for 43 Priority Category items, formulary renewal through strengthened KFT, internal task redistribution, and replacement of cold chain storage infrastructure.
B-2597
Depok : FKM-UI, 2026
S2 - Tesis Pusat Informasi Kesehatan Masyarakat
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Regina Angelia Suwignjo; Pembimbing: Adang Bachtiar; Penguji: Purnawan Junadi, Dumilah Ayuningtyas, Mohammad Baharudin, P. Lanjar Sugiyanto
B-1597
Depok : FKM-UI, 2014
S2 - Tesis Pusat Informasi Kesehatan Masyarakat
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Rohsaelendrayana; Pembimbing: Dumilah Ayuningtyas; Penguji: Wachyu Sulistiadi, Wahyu Kurnia Yusrin Putra, Iman Santoso, Purnawan Junadi
Abstrak:
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Latar Belakang: RS Hermina Bekasi merupakan rumah sakit swasta dengan layanan unggulan dan potensi pengembangan pasien non-Jaminan Kesehatan Nasional (JKN). Namun, proporsi pasien JKN masih lebih tinggi dibandingkan pasien non-JKN, sehingga diperlukan strategi pemasaran untuk meningkatkan kunjungan pasien non-JKN. Tujuan: Penelitian ini bertujuan menyusun strategi pemasaran untuk meningkatkan kunjungan pasien non-JKN di RS Hermina Bekasi melalui analisis kondisi pemasaran, faktor internal dan eksternal, rumusan strategi, serta indikator keberhasilan. Metode: Penelitian ini menggunakan pendekatan kualitatif dengan metode marketing research berkarakteristik deskriptif dan eksploratif. Informan dipilih secara purposive purposif berdasarkan prinsip kesesuaian dan kecukupan. Data dikumpulkan melalui wawancara mendalam, observasi, telaah dokumen, dan studi literatur. Analisis menggunakan sintesis The Strategy-Formulation Analytical Framework dan The Stages of Building a Marketing Plan Framework. Hasil: RS Hermina Bekasi memiliki kekuatan pada layanan unggulan, dokter spesialis dan subspesialis, teknologi medis, reputasi Hermina, SDM garis depan pelayanan seperti petugas front office, perawat, Staf Fungsional Eksekutif, case manager, farmasi, dan kasir, serta nursing marketing, dan dukungan Hermina Group. Kelemahan meliputi persepsi sebagai rumah sakit BPJS dan ibu-anak, fungsi marketing belum optimal, keterbatasan data pemasaran, digital marketing, proses pelayanan, dan bukti fisik layanan. Peluang berasal dari potensi pasar Bekasi, pasien out of pocket, kerja sama perusahaan dan asuransi, komunitas, kebutuhan layanan spesialistik, serta digital marketing. Ancaman meliputi persaingan rumah sakit swasta, ekspektasi pasien non-JKN, sensitivitas harga, Coordination of Benefit, dan review online. Skor EFE 3,12 dan IFE 3,05 menempatkan RS Hermina Bekasi pada posisi grow and build yang mendukung untuk melakukan strategi pertumbuhan secara intensif dan integratif. Strategi definitif meliputi penguatan layanan unggulan, segmentasi pasar, positioning, kemitraan, pemasaran berbasis data, digital marketing, customer journey, program priority, dan bukti fisik layanan. Kesimpulan: Strategi pemasaran pasien non-JKN perlu diarahkan pada strategi pertumbuhan terintegrasi antara pemasaran dan pelayanan. Peningkatan pasien non-JKN tidak cukup melalui promosi, tetapi perlu didukung penguatan layanan unggulan, positioning, data pemasaran, digital marketing, nursing marketing, program priority, customer journey, dan evaluasi berbasis indikator.
Background: RS Hermina Bekasi is a private hospital with center of excellence services and potential for developing non-National Health Insurance (non-JKN) patients. However, the proportion of JKN patients remains higher than that of non-JKN patients, indicating the need for a marketing strategy to increase non-JKN patient visits. Objectives: This study aimed to develop a marketing strategy to increase non-JKN patient visits at RS Hermina Bekasi by analyzing current marketing conditions, internal and external factors, strategy formulation, and success indicators. Method: This study used a qualitative approach with a descriptive and exploratory marketing research method. Informants were selected purposively based on the principles of appropriateness and adequacy. Data were collected through in-depth interviews, observation, document review, and literature study. The analysis used a synthesis of The Strategy-Formulation Analytical Framework and The Stages of Building a Marketing Plan Framework. Results: RS Hermina Bekasi has strengths in center of excellence services, specialist and subspecialist doctors, medical technology, Hermina’s reputation, frontline service personnel including front office staff, nurses, Executive Functional Staff, case managers, pharmacy staff, and cashiers, as well as nursing marketing and support from Hermina Group. Weaknesses include the perception as a BPJS and mother-child hospital, suboptimal marketing functions, limited marketing data, digital marketing, service processes, and physical evidence of services. Opportunities arise from the Bekasi market potential, out-of-pocket patients, partnerships with companies and insurance providers, communities, the need for specialist services, and digital marketing. Threats include competition among private hospitals, high expectations of non-JKN patients, price sensitivity, Coordination of Benefit, and online reviews. The EFE score of 3.12 and IFE score of 3.05 placed RS Hermina Bekasi in the grow and build position, supporting intensive and integrative growth strategies. The definitive strategies include strengthening center of excellence services, market segmentation, positioning, partnerships, data-based marketing, digital marketing, customer journey, Program Priority, and physical evidence of services. Conclusion: The marketing strategy for non-JKN patients should be directed toward an integrated growth strategy between marketing and service delivery. Increasing non-JKN patients cannot rely solely on promotion, but must be supported by strengthening center of excellence services, positioning, marketing data, digital marketing, nursing marketing, Program Priority, customer journey, and indicator-based evaluation.
B-2598
Depok : FKM-UI, 2026
S2 - Tesis Pusat Informasi Kesehatan Masyarakat
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Trisna Murti Mudijana; Pembimbing: Supriyantoro
B-538
Depok : FKM-UI, 2001
S2 - Tesis Pusat Informasi Kesehatan Masyarakat
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