Ditemukan 16 dokumen yang sesuai dengan query :: Simpan CSV
Mutia Muliawati; Pembimbing: Pujiyanto; Penguji: Wahyu Sulistiadi, Dumilah Ayuningtyas, Eva Minerva, Indri Ansyori
Abstrak:
Kunjungan Pasien di RSU Sriwijaya Palembang belum mencapai target kunjungan. RSU Sriwijaya Palembang adalah RS Swasta Tipe C perkembangan dari RS Khusus Mata dengan nama Sriwijaya Eye Center, dengan branding yang telah dikenal masyarakat sebagai Eye Center, mayoritas pasien yang berkunjung masih didominasi pasien mata, hal ini juga membuat kunjungan di poliklinik spesialis lain sangat kurang, diharapkan dengan penerapan bauran pemasaran atau marketing mix yang tepat dapat meningkatkan angka kunjungan pasien rawat jalan di poliklinik spesialis RSU Sriwijaya. Bauran pemasaran dalam penelitian ini dengan 7 P yaitu: product, price, place, promotion, people, process dan physical evidence. Tujuan penelitian ini adalah menganalisis hubungan antara bauran pemasaran dengan minat layanan ulang ke poliklinik spesialis RSU Sriwijaya Palembang. Penelitian ini dilakukan di 8 poliklinik spesialis RSU Sriwijaya Palembang dengan menggunakan metode campuran kuantitatif dan kualitatif, pada penelitian kuantitatif sampel dari pasien poliklinik spesialis berjumlah 341 sampel dan pada penelitian kualitatif sampel adalah informan dari management berjumlah 4 sampel. Instrumen pada penelitian kuantitatif dengan menggunakan kuisioner dan instrumen pada penelitian kualitatif dengan daftar pertanyaan. Hasil penelitian ini membuktikan adanya hubungan yang signifikan antara bauran pemasaran process, place, promotion dan product terhadap minat kunjungan ulang secara berurutan elemen bauran pemasaran yang memiliki hubungan dengan minat kunjungan ulang pasien poliklinik spesialis RSU Sriwijaya adalah process, place, promotion dan product.
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B-2278
Depok : FKM-UI, 2022
S2 - Tesis Pusat Informasi Kesehatan Masyarakat
☉
Afrimelda Syafarudin; Pembimbing: Dumilah Ayuningtyas; Penguji: Wahyu Sulistiadi, Vetty Yulianty Permanasari, Adrian Masno, Duror En Nasik
Abstrak:
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Jumlah kunjungan ulang pasien di Poliklinik Graha Eksekutif RSMH sebelum dan saat masa pandemi COVID-19 belum mencapai target 90% pada tahun 2019, 2020 dan 2021. RSMH perlu mencari tahu apa harapan pasien dengan melakukan pemasaran efektif dan optimal dalam upaya meningkatkan minat kunjungan ulang pasien melalui konsep bauran pemasaran. Bauran Pemasaran adalah kumpulan alat pemasaran untuk mempengaruhi permintaan produknya. Penelitian bertujuan mengetahui hubungan dan pengaruh bauran pemasaran 7P meliputi: produk (product), harga/tarif (price),tempat (place), promosi (promotion), profesional (professional), karyawan (people), kekuatan pemerintah (power) dengan minat kunjungan ulang pasien, serta penyusunan rekomendasi alternatif strategi pemasaran yang tepat. Penelitian dilaksanakan di Poliklinik Graha Eksekutif RSMH dengan mix methode. Metode pengumpulan data kuesioner terhadap 215 responden selama tiga (3) bulan, wawancara terhadap 5 informan selama dua (2) bulan, FGD, dan telaah dokumen. Hasil penelitian kuantitatif didapatkan seluruh variabel 7P berhubungan dengan minat kunjungan ulang, variabel signifikan berpengaruh yaitu variabel harga/tarif, karyawan, promosi, kekuatan pemerintah dan yang paling dominan berpengaruh yaitu variabel tarif. Hasil penelitian kualitatif didapatkan rekomendasi alternatif strategi pemasaran jangka pendek >1 tahun meliputi : pelatihan public speaking dan service excellent, pengembangan SDM Unggul, memperluas nettworking untuk promosi, digitisasi tenaga kesehatan, promosi rutin, perbaikan interior eksterior, PKS pihak potensial, paket potongan 10%, diskon administrasi 50% dan mengoptimalkan Daftarinaja, telemedicine, Sijo, Sijadok dan jangka menengah >5 tahun meliputi : revisi tarif, penempatan karyawan right man on the right place, kebijakan remunerasi, pembuatan kios, menciptakan aplikasi RSMHClub, membuka brand produk, penerapan company branding, dan melakukan seminar pengampuan.
The number of revisits patients in Executive Hall Polyclinic of the RSMH Palembang prior to and during COVID19 pandemic had not reached the designated target of 90% in 2019, 2020, and 2021. The RSMH needs to identify expectations from the patients by undertaking effective through the concept of mixed marketing. Mixed marketing is a set of marketing tools to influence demands toward a product. This research intended to acknowledge the relationships and influences from Mixed Marketing which the 7P; price; place; promotion; professionalism; people (staffing) and power government, toward revisiting interests among patients, and accordingly the composing of proper alternative marketing strategy for recommendation. The research was undertaken within Executive Hall Polyclinic of the RSMH Palembang by way of mixed methods comprising the method of questionnaire data gathering from 215 respondents within 3 (three) months; interviewing of five informants for 2 (two) months, FGD and literature review. Quantitative results from the research yielded that throughout all the 7P variables related to revisiting interests, the most significantly-influencing variables are pricing; people; promotion, and the power of government, whereas the most dominant variable is pricing. While qualitative results from research yielded a short term alternative marketing strategy for recommendation within the time span >1 year, namely public speaking and service excellence trainings; development of superior human resources, expansion of networking for promotion; digitalization of health workers; routine promotions; enhancements of interiors and exteriors; PKS of potential; 10% discount packages; 50% discount; along with optimization of the applications Daftarinaja; telemedicine; Sijo and Sijadok. For the medium term of >5 years the recommendations obtained are tariff revision; ?right man on the right place ?staffing; remunerative policies; establishments of kiosks; creation of the RSMHClub app; setting up product branding; applying company branding and the organizing of remedial seminars.
B-2317
Depok : FKM-UI, 2023
S2 - Tesis Pusat Informasi Kesehatan Masyarakat
☉
Sofia; Pembimbing: Anhari Achadi; Penguji: Pujiyanto. Elsa Novelia, Haruddin
Abstrak:
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Tingginya angka kunjungan rawat jalan tingkat lanjutan (RJTL) pada klaim INA CBG dengan kode grouping Q-5-44-0 (penyakit kronis kecil lain-lain) sejak tahun 2014 dapat meningkatkan pembiayaan Jaminan Kesehatan Nasional (JKN). Dalam sistem INA CBG, kode Grouping Q-5-44-0 merupakan kode grouping yang terbentuk apabila terdapat kunjungan ulang dari pasien yang sifatnya adalah kunjungan kontrol ke fasilitas kesehatan rujukan tingkat lanjutan (FKRTL). Penelitian ini bertujuan untuk mengetahui faktor Peserta dan faktor FKRTL yang mempengaruhi jumlah kunjungan ulang RJTL. Penelitian ini menggunakan crossectional study dengan metode kuantitatif. Variabel pada faktor Peserta adalah: jenis kelamin, kelompok usia, dan segmen kepesertaan (PBI/ Non-PBI). Sedangkan variabel pada faktor FKRTL adalah: tipe kepemilikan rumah sakit (swasta/pemerintah), kelas FKRTL (A,B,C,D), dan poli spesialis. Data yang digunakan merupakan data retrospektif klaim INA CBG tahun 2017. Subjek penelitian adalah nomor kartu Peserta yang mewakili individu Peserta. Jumlah sampel sebanyak 2.947 dari 9 (sembilan) Kantor Cabang BPJS Kesehatan di wilayah Jabodetabek. Hasil penelitian menunjukkan rata-rata jumlah kunjungan ulang sebanyak 9,96 kali selama tahun 2017 terbanyak pada FKRTL kelas B sebesar 51,5% dan tujuan poli spesialis terbanyak adalah poli penyakit dalam sebesar 27,5%. Tidak ada perbedaan rata-rata antara jumlah kunjungan ulang RJTL pada jenis kelamin perempuan dan laki-laki, tidak ada perbedaan rata-rata jumlah kunjungan ulang RJTL antara FKRTL tipe kepemilikan pemerintah dan swasta, serta tidak terdapat perbedaan jumlah kunjungan ulang RJTL antara kelompok usia. Terdapat perbedaan rata-rata jumlah kunjungan ulang RJTL antara segmen kepesertaan PBI dan Non-PBI, terdapat perbedaan jumlah kunjungan ulang RJTL antara kelas FKRTL, serta terdapat perbedaan siginifikan jumlah kunjungan ulang RJTL antara poli spesialis. Variabel segmen Non-PBI, FKRTL kelas B, poli bedah saraf, poli gastrologi, poli geriatri, poli ginjal, poli UGD, poli mata, poli obgyn, dan poli rematologi berpengaruh negatif terhadap jumlah kunjungan ulang RJTL sedangkan segmen PBI, FKRTL kelas A, C, dan D serta poli spesialis lainnya berpengaruh positif terhadap jumlah kunjungan ulang RJTL
Backgorund: The high of outpatient revisit in hospital from INA CBG Claims with grouping code Q-5-44-0 since 2014 can be a burden on health assurance (JKN) financing. Based on INA CBG system, grouping code: Q- 5-44-0 is set for follow up after treatment visit at secondary health facilities. This condition needs indepth analysis to find factor which is related with outpatient revisit rate. Methodology: This study used a cross-sectional study (quantitative methods) to observe relationship between independent variables of JKN participant (gender, age cluster, participant cluster) and hospital (ownership type, hospital referral class, specialist clinic) with outpatient revisit rate (dependent variable). Sample size were 2.947 participant identities as uniqely code which is presented every participant from nine branch offices of BPJS Kesehatan (Indonesia administration bodies of social health security). Results: the average number of 9.96 visits in 2017 was highest in Class B FKRTL (51.5%) and the highest specialist poly destination was internal medicine poly (27.5%). There is no average difference between the number of outpatient revisit for women and men, there is no difference in the average number of outpatient revisit between government and private ownership, and there is no difference in the number of outpatient revisit between age groups. There is an average difference in the number of outpatient revisit between subsidized participan and Non-subsidized participan, there are differences in the number of outpatient revisit between hospital classes, and there is a significant difference in the number of outpatient revisit between specialists clinic. Hospital class and specialist clinic have a positive influence on the number of return visits while the participation segment has a negative influence on the number of return visits. Non-subsidized participan, hospital class B, neurosurgical poly, gastrology poly, geriatric poly, kidney poly, emergency clinic, eye clinic, poly obgyn, and poly rheumatology had negative effect while subsidized participan, hospital class A, C, and with other specialist clinic had a positive effect on the number of outpatient revisit.
T-5918
Depok : FKM-UI, 2020
S2 - Tesis Pusat Informasi Kesehatan Masyarakat
☉
Surya Nanda;Pembimbing: Engkus Kusdinar Achmad; Penguji: Dian Ayubi, Besral; Beben Saiful Bahri, Elis Rohmawati
Abstrak:
Puskesmas merupakan salah satu fasilitas pemberi layanan kesehatan tingkat petama milik pemerintah di Indonesia. Pada tahun 2016 sampai 2019 terdapat penurunan jumlah kunjungan rawat jalan puskesmas di Kota Pariaman sebesar 29,4%. Kepuasan atau ketidakpuasan pasien terhadap layanan puskesmas akan memengaruhi perilaku pasien berikutnya seperti pembelian kembali layanan atau minat untuk melakukan kunjungan ulang. Penelitian ini bertujuan untuk mengetahui perbedaan kepuasan kualitas layanan pada minat kunjungan ulang pasien ke puskesmas di Kota Pariaman tahun 2019. Desain penelitian ini adalah cross-sectional dan data dikumpulkan dari 156 orang yang pernah berkunjung ke puskesmas di Pariaman dalam waktu 3 (tiga) minggu terakhir. Analisis statistik menggunakan chi-square. Hasil penelitian menunjukkan 88,5% responden menyatakan akan melakukan kunjungan ulang kunjungan ulang; rata- rata kepuasan tertinggi responden berada pada dimensi emphaty yaitu sebesar 88,05%, dan terendah pada dimensi reliability yaitu sebesar 84,22%; terdapat perbedaan kepuasan dimensi responsivenes, dan assurance pada minat kunjungan ulang responden ke puskesmas; umur, jenis kelamin, pendidikan, dan aksesibilitas merupakan confounding pada dimensi responsiveness dan assurance. Pekerjaan hanya confounding pada dimensi assurance. Puskesmas diharapkan Puskesmas diharapkan melakukan prioritas pada peningkatan pelayanan perawat yang responsive serta menjamin obat tersedia dengan cukup dan lengkap serta mempertahankan hal-hal yang dianggap pelanggan yang baik.
Puskesmas is one of the first-level types of governments health care services in Indonesia. In 2016 and 2019, occurred a decrease in outpatient visits to the puskesmas by 29,4% in Pariaman. Patiens satisfaction or dissatisfaction with a service will affect subsequent patiens behavior such as product repurchase or revisit interest. This research aims to determine differences in service quality satisfaction in the interest of patients to revisit puskesmas in the Pariaman in 2019. This study design is a cross-sectional and the data was collected from 156 people who had visited the last 3 (three) weeks to the puskesmas in Pariaman. Statistical analysis using chi-square. The research results obtained 88.5% of respondents said they would make a revisit; the highest average satisfaction of respondents is in the empathy dimension that is equal to 88.05%, and the lowest in the reliability dimension that is equal to 84.22%; there are differences in the satisfaction dimensions of responsiveness, and assurance on the respondents' interest in visiting the puskesmas; age, gender, education, and accessibility are confounding on responsiveness and assurance dimensions. The work is only confounding on the assurance dimension.puskesmas is expected to prioritize efforts for improving the pharmacy service, nurse services and and to maintain things that are considered good customers
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Puskesmas is one of the first-level types of governments health care services in Indonesia. In 2016 and 2019, occurred a decrease in outpatient visits to the puskesmas by 29,4% in Pariaman. Patiens satisfaction or dissatisfaction with a service will affect subsequent patiens behavior such as product repurchase or revisit interest. This research aims to determine differences in service quality satisfaction in the interest of patients to revisit puskesmas in the Pariaman in 2019. This study design is a cross-sectional and the data was collected from 156 people who had visited the last 3 (three) weeks to the puskesmas in Pariaman. Statistical analysis using chi-square. The research results obtained 88.5% of respondents said they would make a revisit; the highest average satisfaction of respondents is in the empathy dimension that is equal to 88.05%, and the lowest in the reliability dimension that is equal to 84.22%; there are differences in the satisfaction dimensions of responsiveness, and assurance on the respondents' interest in visiting the puskesmas; age, gender, education, and accessibility are confounding on responsiveness and assurance dimensions. The work is only confounding on the assurance dimension.puskesmas is expected to prioritize efforts for improving the pharmacy service, nurse services and and to maintain things that are considered good customers
T-5783
Depok : FKM-UI, 2019
S2 - Tesis Pusat Informasi Kesehatan Masyarakat
☉
Brenda Carolinsia; Pembimbing: Dumilah Ayuningtyas; Penguji: Wahyu Sulistiadi, Puput Oktamianti, Angga Pradian, Yessy Wirani
Abstrak:
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Salah satu dampak dari pandemi COVID-19 adalah penurunan jumlah angka kunjungan pasien di rumah sakit. Hal ini akan menyebabkan terjadinya penurunan pendapatan bagi sakit. Di sisi lain, mutu pelayanan yang diselenggarakan oleh rumah sakit dapat memengaruhi persepsi pasien akan pelayanan rumah sakit, dan pada akhirnya dapat mempengaruhi minat pasien untuk melakukan kunjungan ulang ke rumah sakit tersebut. Populasi pada penelitian ini adalah rata-rata jumlah kunjungan ulang pasien rawat jalan di Poliklinik RS Santo Antonio Baturaja periode Januari-Juni 2021 yaitu sebanyak 724 orang dan sampel sebanyak 270 responden. Penelitian ini merupakan penelitian kuantitatif dengan menggunakan cross-sectional, uji statistik menggunakan uji Chi Square. Untuk analisis multivariat menggunakan analisis regresi logistik berganda. Hasil penelitian menunjukkan ada hubungan antara dimensi tangible (P Value = 0,000, IK95% = 11,467-469,81), reliability (P Value = 0,006, IK95% = 4,561-231,59), responsiveness (P Value = 0,000, IK95% = 7,155-258,41), emphaty (P Value = 0,014, IK95%=2,869-117,45) dan assurance (P Value = 0,000, IK95%=8,320-322,49) dengan minat kunjungan ulang pasien rawat jalan di poliklinik RS Santo Antonio Baturaja pada masa pandemi COVID-19. Dimensi yang paling dominan adalah tangible (P Value = 0,001). Mayoritas persepsi responden sudah baik tentang mutu pelayanan kesehatan di Poliklinik Spesialis RS Santo Antonio pada masa Pandemi COVID-19. Namun, ada respons negatif pada dimensi Tangible terkait sterilitas, kelengkapan alat medis serta kebersihan kamar mandi pasien. Respons negatif pada dimensi Reliability berupa keluhan terhadap alur proses pendaftaran, ketepatan waktu mulai praktik dokter dan waktu tunggu pelayanan. Sehingga, rumah sakit perlu meningkatkan promosi pendaftaran rawat jalan secara Online, penambahan loket pendaftaran, menambah nurse station, dan mengupayakan peningkatan kepatuhan waktu mulai pelayanan spesialis oleh dokter spesialis melalui pemberian Reward and Punishment sebagai strategi jangka pendek untuk meningkatkan minat kunjungan ulang. Adapun strategi jangka panjang berupa program kerjasama rujukan dengan FKTP dan penambahan Poliklinik Geriatri.
One of the impact of the COVID-19 pandemic is the decrease in hospital patient visit. This will in turn decrease the hospital?s income. On the other hand, the quality of the hospital services may affect the patient?s perception on the hospital?s quality of service, which will eventually affect the patient?s intent to revisit the hospital. This study aims to analyze the correlation between hospital service quality on outpatients? intent to revisit the specialist polyclinic of Santo Antonio Hospital Baturaja. The population was the average number of outpatients revisiting the specialist polyclinic of Santo Antonio Hospital Baturaja for the January-June 2021 period, namely 724 patients. The number of samples were 270 respondents. This is a quantitative study using a cross-sectional design, with statistical tests using the Chi Square test. For multivariate is using multiple logistic regression analysis. The results showed that there was a relationship between tangible (P Value = 0.000, CI95% = 11.467-469.814), reliability (P Value = 0.006, CI95% = 4.561-231.590), responsiveness (P Value = 0.000, CI95% = 7.155- 258,411), empathy (P Value = 0.014, CI95%=2,869-117,453) and assurance (P Value = 0,000, CI95%=8,320-322,492) with the intent to revisit outpatient in Specialist Polyclinic of Santo Antonio Hospital during the COVID-19 Pandemic. The most dominant dimension is tangible (P Value = 0.001). The majority of respondents had a good perception of the quality of hospital services. However, there was negative responses on the Tangible dimension related to the sterility and completeness of medical devices in the examination room and the patient's bathroom. Negative responses on the Reliability dimension related to registration process, the timeliness of starting doctor practice and the waiting time for services. Hospitals need to make improvements to improve quality of hospital services. Thus, hospital need to increase the promotion of online registration, add registration counters, add nurse stations, and give specialist doctors rewards/punishment as a short-term strategy to increase outpatients? intent to revisit. The long-term strategy is in the form of a referral collaboration program with general practitioners and the addition of a Geriatric Polyclinic.
B-2318
Depok : FKM-UI, 2023
S2 - Tesis Pusat Informasi Kesehatan Masyarakat
☉
R. Edi Setiawan; Pembimbing: Atik Nurwahyuni; Penguji: Vetty Yulianty PermanaSari, Taufik
Abstrak:
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Berdasarkan laporan Poli Anak Manajemen Terpadu Balita Sakit (MTBS) Puskesmas Kecamatan Kelapa Gading terdapat perbedaan mencolok antara jumlah balita yang disarankan kunjungan ulang ke Poli Anak MTBS sebanyak 3.197 jiwa dibanding kunjungan ulang balita sebanyak 660 jiwa. Padahal penerapan MTBS akan efektif jika ibu/keluarga segera membawa balita sakit ke petugas kesehatan yang terlatih serta mendapatkan pengobatan yang tepat. Pesan mengenai kapan ibu perlu mencari pertolongan bila anak sakit merupakan bagian yang penting dalam MTBS. Pada tiap akhir kunjungan, petugas akan menjelaskan kapan harus kunjungan ulang. Penelitian dilakukan untuk mengetahui faktor-faktor yang berhubungan dengan rencana kunjungan ulang pelayanan MTBS di Puskesmas Kecamatan Kelapa Gading Propinsi DKI Jakarta. Disain penelitian ini adalah potong lintang dengan besar sampel 70 orang ibu. Hasil penelitian menunjukkan faktor-faktor yang berhubungan dengan rencana kunjungan ulang pelayanan MTBS adalah perceived need, waktu dan antri menunggu pemeriksaan, dan pengetahuan ibu.Perceived need merupakan faktor yang paling dominan mempengaruhi rencana kunjungan ulang pelayanan MTBS di Puskesmas Kecamatan Kelapa Gading Propinsi DKI Jakarta. Berdasarkan hasil penelitian disarankan petugas kesehatan perlu memperkuat konseling kepada ibu balita melalui kartu nasihat ibu/buku KIA/leaflet/brosur, manajemen waktu dan alur pelayanan MTBS, penambahan sarana (Poli MTBS) dan tenaga terlatih MTBS sehingga pasien tidak menunggu lama sebelum diperiksa, dan perlu penelitian lebih lanjut bersifat kualitatif untuk mengetahui akar masalah mengapa ibu balita tidak melakukan kunjungan ulang. Kata kunci : Pelayanan MTBS, Rencana kunjungan ulang, Puskesmas Kecamatan Kelapa Gading
Based on the Report on Integrated Management of Childhood Illness (IMCI) from Child Clinic Puskesmas Kecamatan Kelapa Gading there is difference between the number of children under five years old, who where recommended to revisit IMCI Child Clinic (3.197 children) compared to those who revisit the clinic (660 children). Whereas the implementation of IMCI will be effective if the mother / family bring the children to the trained health officials and get proper treatment. Messages about when mothers need to seek help for the sick children is tehe most important part in IMCI. At the end of each visit, the officer will explain when they should return for visit. The study was conducted to determine the factors associated with revisit plan for IMCI services in Puskesmas Kecamatan Kelapa Gading DKI Jakarta Province. This study used a cross-sectional design with total responden of 70 mothers. The results showed that factors associated with revisit plan IMCI service are perceived need, waiting time and examination time, and knowledge of mothers. Perceived need is the most dominant factor associated with revisit plan for IMCI services in Puskesmas Kecamatan Kelapa Gading DKI Jakarta Province. This research suggested health officials need to strengthen counseling program improve the mothers through mother's of advice cards / KIA books / leaflets / brochures, time management and workflow IMCI service, to add room facilities and trained health officials to cut patients waiting time, and further qualitative research needs to be conducted to find out the root cause of not revisiting the IMCI Child Clinic. Keywords : IMCI services, revisit plan, Puskesmas Kecamatan Kelapa Gading
T-3331
Depok : FKM-UI, 2011
S2 - Tesis Pusat Informasi Kesehatan Masyarakat
☉
Anggraina Widiyanti; Pembimbing: Wachyu Sulistiadi; Penguji: Adang Bachtiar, Rakhmad Hidayat, Nana Mulyana, Sri Kuswahyuni
Abstrak:
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Latar Belakang: Pencapaian kinerja Rawat Jalan, Instalasi Gawat Darurat (IGD) dan Bed Occupancy Rate (BOR) di Rumah Sakit (RS) Hermina Tangerang mengalami fluktuatif, belum mencapai target yang ditentukan dan trendlinenya cenderung mengalami penurunan pada periode tahun 2018-2023. Penilaian google review RS Hermina Tangerang adalah 4,1 dari 5, dimana masih didapatkan banyak keluhan mengenai kualitas pelayanan rawat inap di RS Hermina Tangerang. Hal ini mungkin menjadi penyebab rendahnya kunjungan ulang pasien ke RS Hermina Tangerang. Sehingga pencapaian Rawat Jalan, IGD dan BOR di RS Hermina Tangerang tidak mencapai target yang telah ditentukan. Apabila pencapaian tersebut dibiarkan terjadi terus menerus, akan berdampak signifikan pada pendapatan Rumah Sakit. Metode penelitian yang digunakan adalah mix methode, dengan tahap pertama survey, dan tahap kedua dengan action research.. Data dikumpulkan melalui kuesioner yang dibagikan kepada pasien rawat inap di RS Hermina Tangerang dan wawancara dengan informan kunci. Analisis data kuantitatif dilakukan menggunakan model persamaan struktural (SEM) dengan pendekatan partial least square (PLS). Hasil penelitian menunjukkan bahwa kualitas pelayanan memiliki pengaruh positif dan signifikan terhadap Word Of Mouth (WOM) dan minat kunjungan ulang pasien. Dimensi kualitas pelayanan yang meliputi tangibles, reliability, responsiveness, assurance, dan empathy, semuanya berkontribusi secara signifikan terhadap peningkatan WOM dan minat kunjungan ulang. Selain itu, WOM juga terbukti memiliki pengaruh positif dan signifikan terhadap minat kunjungan ulang pasien. Kesimpulan: Kualitas pelayanan rawat inap di Rumah Sakit Hermina Tangerang sudah baik. Namun masih ada nilai dalam dimensi kualitas pelayanan yang kecil, menjadi ruang untuk RS Hermina Tangerang melakukan perbaikan dan meningkatkan kualitas pelayanan. Saran bagi manajemen rumah sakit adalah untuk terus meningkatkan kualitas pelayanan guna meningkatkan loyalitas pasien dan keberhasilan bisnis rumah sakit. Kata Kunci: Kualitas pelayanan, Word of Mouth, Minat Kunjungan Ulang
Background: The performance achievements in Outpatient Services, Emergency Department (ED), and Bed Occupancy Rate (BOR) at Hermina Hospital Tangerang have been fluctuating, not reaching the set targets, and the trendline has tended to decline during the period 2018-2023. The Google review rating for Hermina Hospital Tangerang is 4.1 out of 5, where there are still many complaints regarding the quality of inpatient services at Hermina Hospital Tangerang. This may be the cause of the low rate of revisit intention patient to Hermina Hospital Tangerang. As a result, the achievements in Outpatient Services, ED, and BOR at Hermina Hospital Tangerang do not meet the predetermined targets. If this situation is allowed to continue, it will have a significant impact on the hospital's revenue. Methode: The research method used is a mixed method, with the first stage being a survey, and the second stage involving CDMG (Consensus Decision Making Group). Data were collected through questionnaires distributed to inpatients at Hermina Hospital Tangerang and interviews with key informants. Quantitative data analysis was conducted using structural equation modeling (SEM) with a partial least square (PLS) approach. Result: The research results show that service quality has a positive and significant influence on Word Of Mouth (WOM) and revisit intention. The dimensions of service quality, including tangibles, reliability, responsiveness, assurance, and empathy, all contribute significantly to the increase in WOM and revisit intention. Moreover, WOM also has a proven positive and significant influence on revisit intention. Conclusion: The quality of inpatient services at Hermina Hospital Tangerang is already good. However, there are still low scores in certain service quality dimensions, providing an opportunity for Hermina Hospital Tangerang to make improvements and enhance service quality. The recommendation for hospital management is to continuously improve service quality to increase patient loyalty and business success of the hospital. Keywords: Service Quality, Word of Mouth, Revisit Intention
B-2480
Depok : FKM UI, 2024
S2 - Tesis Pusat Informasi Kesehatan Masyarakat
☉
Ayudewi Komala Indriastuti; Pembimbing: Helen Andriani; Penguji: Wachyu Sulistiadi, Andi Supriatna, Novalino
Abstrak:
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Latar Belakang: Menghadapi persaingan usaha di bidang kesehatan harus mampu menyiapkan strategi yang tepat untuk menarik minat pasien, Salah satu strategi yang sering digunakan dalam memasarkan barang/jasa pelayanan kesehatan adalah marketing mix. RSGM Unjani merupakan Rumah Sakit Gigi dan Mulut satu-satunya di Cimahi yang dalam implementasinya untuk menarik jumlah kunjungan pasien membutuhkan evaluasi dan membuat strategi yang tepat. Tujuan : Penelitian ini bertujuan untuk mengetahui hubungan antara factor-faktor bauran pemasaran terhadap minat kunjungan ulang pasien RSGM Unjani Cimahi. Metode : Data Primer diperoleh dari pengisian kuesioner online oleh 124 orang pengunjung rumah sakit. Elemen-elemen bauran pemasaran yang dinilai yaitu product, price, people, process, physical evidence, place,promotion serta Minat Kunjungan Ulang. Hasil : Hasil analisis bivariat menunjukkan adanya hubungan antara ketujuh variabel bauran pemasaran dengan minat kunjungan ulang RSGM Unjani. Berdasarkan hasil analisis multivariat variabel Promotion (B= 0,324) dan Physical Evidence (B=0,285) merupakan variabel yang paling dominan berhubungan dengan kunjungan ulang. Kesimpulan : Faktor bauran pemasaran yang berkorelasi kuat terhadap minat kunjungan ulang dipertahankan dan ditingkatkan serta untuk faktor lain yang masih berkorelasi sedang dapat dievaluasi sehingga RSGM Unjani mampu melakukan penerapan strategi yang optimal pada ketujuh elemen bauran pemasaran dan dapat meningkatkan minat kunjungan ulang pasien ke RSGM Unjani Cimahi.
Context: Given the intense competition in the health sector, we must devise an effective strategy to pique patients' interest. The marketing mix is a frequently employed approach to promoting healthcare services. RSGM Unjani, the sole dental and oral facility in Cimahi, needs evaluation and the development of an appropriate strategy to increase the volume of patient visits. Objective: This research aims to examine the correlation between various marketing mix elements and patients' inclination to return to RSGM Unjani Cimahi. Methods: The data collection method involved the administration of online questionnaires to a sample of 124 patients. The marketing mix elements evaluate the sort of product, price, people, process, physical evidence, place, promotion, and repeat visit interest. Findings: The bivariate analysis reveals a significant correlation between patrons' interest in revisiting RSGM Unjani and the seven marketing mix variables. The variables promotion (B = 0.324) and tangible evidence (B = 0.285) are the most significantly associated with repeat visits, according to the results of the multivariate analysis. In conclusion, RSGM Unjani can enhance patient interest in repeat visits by focusing on marketing mix factors that strongly correlate with this interest, such as maintaining and increasing them. Additionally, RSGM Unjani can evaluate other factors with a moderate correlation and implement optimal strategies for all seven elements of the marketing mix to increase patient interest in repeat visits further.
B-2421
Depok : FKM-UI, 2024
S2 - Tesis Pusat Informasi Kesehatan Masyarakat
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Acintya Wika Sitakusuma; Pembimbing: Helen Andriani; Penguji: Pujiyanto, Wachyu Sulistiadi, Cornelia Jaqualina, Sonny Sutanto
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Penerapan healing architecture yang berkembang sejak era tahun 1980-an di rumah sakit di dunia mulai masuk ke Indonesia pada kelas rumah sakit premium dan semakin berkembang hingga 20 tahun kemudian. Penerapan desain healing architecture juga termasuk dalam peningkatan konsep pelayanan rumah sakit sehingga bertujuan untuk menjaga pasar dan konsumen rumah sakit. Penelitian ini bermaksud untuk mengetahui penerapan desain healing architecture terhadap tingkat kunjungan ulang pasien rawat jalan di RS MMC Jakarta, sebagai tanggapan akan penjagaan pasar dan konsumen rumah sakit terhadap konsep pelayaan rumah sakit yang terus diperbaharui. Penelitian ini menggunakan metode kuantitatif dengan desain non eksperimental. Analisis univariat menunjukkan bahwa responden cukup puas dengan pengalaman yang dirasakan di RS MMC Jakarta, sementara analisis bivariat menunjukkan adanya masing-masing hubungan antara faktor healing architecture dan kualitas pelayanan pasien rawat jalan, faktor healing architecture dan kepuasan pasien rawat jalan, dan faktor healing architecture dan kepercayaan pasien rawat jalan di RS MMC Jakarta yang kuat, signifikan, dan searah, ditandai dengan adanya tingkat hubungan di angka 0,707; 0,727; dan 0,715. Lalu secara multivariat pun, ketiga faktor kualitas pelayanan, kepuasan pelanggan, maupun kepercayaan pelanggan secara simultan berpengaruh terhadap adanya tingkat kunjungan ulang pasien rawat jalan di RS MMC Jakarta. Oleh karena itu, adanya desain healing architecture di rumah sakit memberikan dampak terhadap tingkat kunjungan ulang pasien rawat jalan di RS MMC Jakarta, yang ditunjukkan oleh adanya setiap faktor kenaikan tingkat kualitas pelayanan, kepuasan pelanggan, dan kepercayaan pelanggan yang telah dipengaruhi adanya desain healing architecture akan meningkatkan minat kunjungan ulang pasien sebesar 0,036; 0,056; 0,023 untuk setiap satu faktor kenaikan.
The implementation of healing architecture that has been developed since the 1980s in hospitals around the world began to enter Indonesia in the premium hospital class and continued to grow until 20 years later. The implementation of the healing architecture design is also incorporated in improving the concept of hospital services so that it aims to preserve the hospital market and consumers. This research intends to find out the analysis of implementation of the healing architecture design to the rate of outpatient return visits at the MMC Hospital Jakarta, as a response to market and hospital consumers' care for the concept of hospital services that are continuously being updated. This study uses a quantitative method with a non-experimental design. Univariate analysis showed that respondents were quite satisfied with their experiences at MMC Jakarta Hospital, while bivariate analysis showed that there was a relationship between the healing architecture factor and outpatient service quality, the healing architecture factor and outpatient satisfaction, and the healing architecture factor and the trust of outpatients at the Jakarta MMC Hospital which are strong, significant, and unidirectional, indicated by the relationship rate at 0,707; 0,727; dan 0,715. Then even in a multivariate manner, the three factors of service quality, customer satisfaction, and customer trust simultaneously influence the level of returning visits of outpatients at MMC Hospital Jakarta. Therefore, the existence of a healing architecture design in the hospital has an impact on the rate of outpatient returning visits at the MMC Jakarta Hospital, which is indicated by the presence of each increasing the level factor of service quality, customer satisfaction, and customer trust which has been influenced by the presence of a healing architecture design that increase the patient's interest in repeat visits by 0.036; 0.056; 0.023 for every one factor increase.
B-2417
Depok : FKM-UI, 2024
S2 - Tesis Pusat Informasi Kesehatan Masyarakat
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Kadek Sri Mulya Wati; Pembimbing: Adang Bachtiar; Penguji: Dumilah Ayuningtyas, Sumijatun, iwan Turniawan, Puput Oktamianti
Abstrak:
Kepuasan pelanggan menjadi aspek yang sangat penting sehingga harus dikeloladengan baik. Rendahnya kepuasan dalam suatu proses layanan rumah sakit dapatberdampak tidak terselesaikannya pembayaran oleh pasien (minggat), yang berimbaspada pasien tidak akan datang kembali atau terjadi kehilangan pelanggan. Beberapamasalah yang masih sering dikeluhkan oleh pasien adalah lamanya waktu tunggu.Waktu tunggu dicari dengan melakukan pengamatan terhadap pasien yang melakukanproses pelayanan di rawat jalan, kemudian diukur kepuasannya, dan ditanyakan pulamengenai niat kunjugan ulangnya. Disimpulkan bahwa waktu tunggu pelayananrawat jalan rata-rata masih diatas standar yang ditetapkan dan adanya hubungansignifikan antara kepuasan dan niat kunjungan ulang.Kata Kunci: minggat, waktu tunggu, kepuasan pelanggan, niat kunjungan ulang
Customer satisfaction become a very important aspect so that it must be managed bywell, because it is as promotion media for hospitals (mouth to mouth).Dissatisfaction in the process of hospital services have affect on do not completion ofthe payment by the patient who run away, that it will have impact on patients will notcome back or losing customers. Some problems was still frequently complained bythe patient is the waiting time is too long. The waiting time was analyzed by observeon the patients who was undergoing outpatient services, and then measured theirsatisfaction, and also asked about their intentions to re-visit. It can be concluded thatthe waiting time was still above average standards and there is significant correlationbetween satisfaction and re-visit intentions .Keywords: run away, waiting time, customer satisfaction, re-visit intention
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Customer satisfaction become a very important aspect so that it must be managed bywell, because it is as promotion media for hospitals (mouth to mouth).Dissatisfaction in the process of hospital services have affect on do not completion ofthe payment by the patient who run away, that it will have impact on patients will notcome back or losing customers. Some problems was still frequently complained bythe patient is the waiting time is too long. The waiting time was analyzed by observeon the patients who was undergoing outpatient services, and then measured theirsatisfaction, and also asked about their intentions to re-visit. It can be concluded thatthe waiting time was still above average standards and there is significant correlationbetween satisfaction and re-visit intentions .Keywords: run away, waiting time, customer satisfaction, re-visit intention
B-1614
Depok : FKM-UI, 2014
S2 - Tesis Pusat Informasi Kesehatan Masyarakat
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