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All Journal ABDIMASNU: Jurnal Pengabdian kepada Masyarakat Jurnal Kesehatan Masyarakat
Martianawati
Universitas Maarif Hasyim Latif
Computer Science & IT Education Health Professions Nursing Public Health Veterinary Other

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Optimization of Digital-Based Outpatient Administrative Service Systems to Improve Patient Satisfaction in Hospitals in Sidoarjo City Martianawati; sugiyono; ilmiatus qoyimah
ABDIMASNU: Jurnal Pengabdian kepada Masyarakat Vol 6 No 2 (2026): ABDIMASNU
Publisher : Institut Ilmu Kesehatan Nahdlatul Ulama Tuban

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47710/frsdd468

Abstract

The rapid development of digital technology has encouraged hospitals to improve the quality and efficiency of outpatient administrative services. However, many hospitals still experience problems related to long waiting times, inefficient administrative processes, and limited utilization of digital systems, which may affect patient satisfaction. This community service program aimed to optimize the implementation of digital-based outpatient administrative service systems to improve service quality and patient satisfaction in hospitals in Sidoarjo City. The program was conducted using a participatory approach through training, mentoring, and evaluation activities involving hospital administrative staff. The activities included education on online registration systems, electronic medical records, digital queue management, and patient-centered administrative services. Direct mentoring was also provided to assist participants in implementing digital systems in daily administrative activities. Program evaluation was carried out using pre-test and post-test assessments, observations, and patient satisfaction questionnaires. The results showed an improvement in participants’ knowledge and skills regarding digital administrative services. The implementation of digital systems contributed to reduced patient waiting times, improved efficiency in administrative workflows, better accuracy of patient data management, and increased patient satisfaction with outpatient services. Participants also demonstrated greater confidence and readiness in utilizing digital technology within hospital administrative processes. In conclusion, the optimization of digital-based outpatient administrative service systems effectively improved the quality and efficiency of outpatient services in hospitals in Sidoarjo City. Continuous training, infrastructure support, and regular system evaluation are recommended to ensure sustainable implementation and further enhancement of patient satisfaction.
Optimizing Community-Based Healthcare Facility Image to Enhance Patient Interest and Trust in Inpatient Services Martianawati; sugiyono; ilmiatus qoyimah
ABDIMASNU: Jurnal Pengabdian kepada Masyarakat Vol 6 No 1 (2026): ABDIMASNU
Publisher : Institut Ilmu Kesehatan Nahdlatul Ulama Tuban

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47710/ewvvbb38

Abstract

This community service program was carried out to strengthen the public image of healthcare facilities and enhance trust in inpatient service utilization in Sidoarjo Regency. The initiative employed a community-based participatory approach involving residents, health cadres, community organizations, and healthcare providers. Through educational workshops, focus group discussions, interactive forums, and the dissemination of health information materials, the program successfully improved community understanding of inpatient service standards and addressed misconceptions that previously contributed to hesitancy in seeking care. The results demonstrated increased health literacy, strengthened community–provider communication, and improved public perception of the healthcare facility's credibility. Collaboration between healthcare workers and community groups was notably enhanced, enabling sustained dissemination of accurate health information. Although long-term impacts on inpatient utilization require continued monitoring, the program effectively established a foundation for increased public trust and more informed health-seeking behavior. These findings underscore the importance of transparent communication, community engagement, and sustained partnerships in enhancing healthcare service utilization at the local level.
Brand Image as a Determinant of Patient Decision-Making in Inpatient Healthcare Utilization Martianawati; Tuffaillah Muawina Nur; Ahmad Lathifi
Jurnal Kesehatan Masyarakat Vol. 21 No. 2 (2025)
Publisher : Universitas Negeri Semarang in collaboration with Ikatan Ahli Kesehatan Masyarakat Indonesia (IAKMI Tingkat Pusat) and Jejaring Nasional Pendidikan Kesehatan (JNPK)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.15294/kemas.v21i2.25500

Abstract

Healthcare has evolved from provider-centered to consumer-oriented models, making brand image crucial in patient decision-making. However, systematic examination of this relationship in developing country healthcare contexts remains limited. This study investigated how brand image dimensions (corporate identity, physical environment, contact personnel, service offerings, and corporate individuality) influence patient decisions for inpatient services at Nahdlatul Ulama Hospital, Tuban, Indonesia. A quantitative cross-sectional study from January to March 2023 using structured questionnaires from 268 inpatients selected through purposive sampling. Brand image dimensions and patient decision-making were measured using 5-point Likert scales. Analysis included descriptive statistics, Spearman’s correlation, and multiple linear regression. All five dimensions collectively influenced patient decision-making (F=42.990, p<0.001), explaining 45.1% of variance. Bivariate analysis showed significant correlations for all dimensions, with physical environment (rho=0.456, p<0.001) and corporate identity (rho=0.399, p<0.001) strongest. However, multivariate analysis revealed only three dimensions independently influenced decisions: service offerings (β=0.318, p<0.001), contact personnel (β=0.184, p=0.024), and corporate individuality (β=0.115, p=0.030). Brand image significantly influences inpatient healthcare decisions, with service offerings, contact personnel, and corporate individuality most influential. Healthcare facilities should develop comprehensive brand strategies emphasizing service quality, patient-staff interactions, and aligned corporate values, highlighting human elements over physical infrastructure.
Co-Authors Ahmad Lathifi Ilmiatus Qoyimah sugiyono Tuffaillah Muawina Nur