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All Journal Journal Research of Health Administration and Public Health (JRHAPH)
A. Nur Azizah
Program Studi Administrasi Kesehatan, Fakultas Ilmu Kesehatan, Universitas Puangrimaggalatung, Wajo
Public Health

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Korelasi Layanan Pemulihan dengan Citra Rumah Sakit di Ruang Rawat Inap RSUD Lamaddukkelleng Sengkang Andi Mikhrunnisai; Anugerah Yanuar Azis; A. Nur Azizah; Nur Fadilah Fitrah
Journal Research of Health Administration and Public Health (JRHAPH) Vol. 1 No. 2 (2025): Journal Research of Health Administration and Public Health (JRHAPH)
Publisher : Lentera Pena Cendekia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.0425/mnsd4a28

Abstract

In modern hospital management, the relationship between service recovery and hospital image is a strategically crucial aspect for maintaining institutional credibility. RSUD Lamaddukkelleng Sengkang faces challenges related to the effectiveness of communication and inconsistent complaint handling, which potentially influence patients’ perceptions. This study aimed to examine the correlation between service recovery and hospital image in the inpatient wards of RSUD Lamaddukkelleng Sengkang. A cross-sectional approach was employed, using proportional stratified random sampling with 100 respondents drawn from a total patient population of 14,204. Inclusion criteria included patients who had undergone a minimum of 2 × 24 hours of inpatient care and were in a conscious state. Data were collected through questionnaires and analyzed using the Chi-Square test with SPSS version 16. The results indicated that the majority of respondents rated service recovery as adequate (62.0%) and hospital image as positive (72.0%). Bivariate analysis revealed a significant relationship between service recovery and hospital image. Most respondents (56.0%) who rated service recovery as adequate also provided a positive assessment of the hospital image. These findings confirm that the quality of service recovery plays a critical role in shaping the institution’s reputation. Effective service recovery not only addresses complaints but also rebuilds patients’ trust and loyalty. Strategies such as improving human resource competencies, developing integrated management information systems for rapid response, and maintaining the quality of the hospital’s physical environment are necessary to sustainably strengthen the hospital’s positive image.
Persepsi Pasien terhadap Efektivitas Program Jaminan Kesehatan Nasional (JKN) di Rumah Sakit Hikmah Citra Medika Sengkang: Studi Kualitatif A. Nur Azizah; Idarwati Mustafa
Journal Research of Health Administration and Public Health (JRHAPH) Vol. 1 No. 2 (2025): Journal Research of Health Administration and Public Health (JRHAPH)
Publisher : Lentera Pena Cendekia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.0425/e10xx345

Abstract

Achieving Universal Health Coverage (UHC) through the Jaminan Kesehatan Nasional (JKN) program is a priority of the Indonesian government to ensure affordable access to healthcare services. Although membership coverage has increased significantly, evaluation based on patients’ real experiences remains crucial to identify implementation barriers in practice. This study aimed to explore patients’ perceptions of the effectiveness of the JKN program at RS Hikmah Citra MedikaSengkang. This study employed a qualitative approach with a phenomenological design. Data were collected through in-depth interviews with 15 BPJS Kesehatan patients who were hospitalized in October 2025 at RS Hikmah Citra Medika. Participants were selected using purposive sampling, and data analysis was conducted using the Paul Colaizzi method. The analysis generated five main themes: (1) improved healthcare accessibility despite waiting time constraints; (2) significant financial protection, although out-of-pocket expenses were still reported for non-medical needs or certain medications; (3) responsive and patient-centered medical service quality; (4) administrative procedures perceived as clear yet complex, particularly in referral pathways; and (5) perceptions of equitable care in medical treatment but differences in supporting facilities. Overall, the JKN program at RS Hikmah Citra Medika was perceived positively in terms of access and financial protection. However, program effectiveness remains limited by administrative barriers, waiting times, and perceived disparities in facility equity. These findings indicate the need for systemic improvements, particularly in simplifying bureaucratic processes and aligning service standards to ensure the realization of social justice principles for all participants.
Co-Authors Andi Mikhrunnisai Anugerah Yanuar Azis Idarwati Mustafa Nur Fadilah Fitrah