Latar belakang: Didasari oleh pentingnya patient experience sebagai salah satu faktor kunci dalam meningkatkan loyalitas pasien di rumah sakit. Loyalitas pasien sangat berpengaruh terhadap keberlangsungan dan reputasi rumah sakit, khususnya di tengah persaingan layanan kesehatan yang semakin ketat. Namun, masih terdapat keterbatasan penelitian terkait hubungan antara pengalaman pasien dengan loyalitas pasien di ruang rawat inap. Tujuan penelitian: Penelitian ini bertujuan untuk menganalisis hubungan antara patient experience dengan loyalitas pasien di ruang rawat inap Rumah Sakit Umum Hermina Depok. Metodologi penelitian: Penelitian ini menggunakan metode kuantitatif dengan desain cross-sectional. Data dikumpulkan melalui kuesioner yang dibagikan kepada pasien rawat inap, yang mencakup dimensi pengalaman pasien seperti komunikasi perawat/bidan, komunikasi dokter, respon staf, kenyamanan fasilitas fisik, manajemen nyeri, komunikasi tentang obat, dan discharge planning. Loyalitas pasien diukur melalui niat untuk kembali menggunakan layanan rumah sakit dan merekomendasikan rumah sakit kepada orang lain. Hasil penelitian: Hasil penelitian menunjukkan bahwa sebagian besar pasien memiliki pengalaman positif selama menjalani perawatan di RSU Hermina Depok. Analisis statistik bivariat dan multivariat menunjukkan adanya hubungan yang signifikan antara patient experience secara keseluruhan dengan loyalitas pasien. Dimensi komunikasi perawat/bidan, komunikasi dokter, kenyamanan fasilitas fisik, dan discharge planning merupakan faktor yang paling berpengaruh terhadap loyalitas pasien. Temuan ini menegaskan pentingnya peningkatan kualitas pelayanan berbasis pengalaman pasien untuk mempertahankan dan meningkatkan loyalitas pasien.

.Background:This study is based on the importance of patient experience as a key factor in enhancing patient loyalty in hospitals. Patient loyalty significantly influences the sustainability and reputation of hospitals, especially amid increasingly competitive healthcare services. However, there is still a lack of research on the relationship between patient experience and patient loyalty in inpatient care settings. Research Objective: This study aims to analyze the relationship between patient experience and patient loyalty in the inpatient ward of Hermina General Hospital Depok. Research Methodology: This research uses a quantitative method with a cross-sectional design. Data were collected through questionnaires distributed to inpatients, covering dimensions of patient experience such as nurse/midwife communication, doctor communication, staff responsiveness, physical facility comfort, pain management, medication communication, and discharge planning. Patient loyalty was measured by the intention to return to the hospital and to recommend the hospital to others. Research Results: The results show that the majority of patients had a positive experience during their stay at Hermina General Hospital Depok. Bivariate and multivariate statistical analyses revealed a significant relationship between overall patient experience and patient loyalty. The dimensions of nurse/midwife communication, doctor communication, physical facility comfort, and discharge planning were the most influential factors affecting patient loyalty. These findings emphasize the importance of improving service quality based on patient experience to maintain and increase patient loyalty.

Background: Emergency department (ED) overcrowding is a global issue that negatively impacts patient safety and quality of care. Length of Stay (LOS), with a target of ≤4 hours, has become a key performance indicator in many countries to address this issue. In Indonesia, the Ministry of Health set a target of achieving LOS ≤4 hours of ≥90% for vertical hospitals. However, the achievement at Dr. Cipto Mangunkusumo Hospital (RSCM) is still very low, at 18% in the fourth quarter of 2023. As a solution, RSCM implemented the Emergency Department Observation Room (RRE), an observation unit, to improve patient flow. This study aims to analyze the impact of RRE implementation on achieving the LOS ≤4 hours target in the emergency department of RSCM. Methodology: This study used a causal-comparative quantitative design. Secondary data were collected retrospectively from the electronic medical records of all RSCM emergency department patients. The analysis compared the period before RRE implementation (January 1 to December 31, 2023) with the period after implementation (January 1 to December 31, 2024). Statistical tests used included univariate and bivariate analysis (Mann-Whitney and Chi-Square tests) to test for differences between groups. Results: After RRE implementation, there was a significant decrease in the overall median LOS of emergency department patients, from 16.36 hours in 2023 to 8.01 hours in 2024. The proportion of patients who met the LOS ≤4 hours target increased from 17.66% to 26.71%. Yellow zone patients who were decided to be treated in the RRE had a significantly shorter median ED LOS (6.42 hours) compared to those treated in non-RRE rooms (11.62 hours). Treatment decisions by emergency medicine specialists showed a 1.86 times higher chance of achieving the LOS ≤4 hours target compared to non-emergency medicine specialists. Financially, RRE benefited the group of patients who could be discharged. Conclusion: The implementation of RRE is proven to significantly shorten the median LOS of patients in the ED and increase the proportion of achieving the LOS target of ≤4 hours. However, this achievement is still far below the national target of ≥90%. RRE is an effective strategy to reduce the impact of ED overcrowding and has the potential to provide financial benefits. The role of the Emergency medicine specialists in making patient disposition decisions is crucial for optimizing the flow of care.