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PENGARUH CUSTOMER RELATIONSHIP MANAGEMENT (CRM) TERHADAP RELATIONSHIP QUALITY (RQ) DI RSUD ABDUL WAHAB SJAHRANIE Sumarni, Sumarni; Adrianto, Ratno; AR, Chaerunnisa; Rahayu, Eka Putri
Jurnal Manajemen Kesehatan Indonesia Vol 13, No 3 (2025): Desember 2025
Publisher : Magister Kesehatan Masyarakat, Fakultas Kesehatan Masyarakat, Universitas Diponegoro

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14710/jmki.13.3.2025.245-257

This study analyzes the influence of Customer Relationship Management (CRM) on Relationship Quality (RQ) in inpatient services at Abdul Wahab Sjahranie Regional Public Hospital, Samarinda. CRM in healthcare comprises four dimensions: Customer Knowledge, Customer Knowledge Management Capability, Customer Interaction, and Customization, which theoretically support patient trust, satisfaction, and commitment. Using a quantitative analytical survey design, data were collected from 390 purposively selected inpatients who had visited the hospital at least twice in the past six months. A closed-ended Likert scale questionnaire was used, and data were analyzed with the Chi-square test. Results show that Customer Knowledge, Customer Knowledge Management Capability, and Customization significantly affect RQ, while Customer Interaction has no significant effect. These findings highlight that understanding patients comprehensively, effectively managing patient knowledge, and tailoring services to patient needs are strategic in strengthening hospital–patient relationships. Practical implications suggest prioritizing CRM strategies focused on patient needs and experiences to foster long-term, mutually beneficial relationships.

EVALUASI PENERAPAN REKAM MEDIS ELEKTRONIK PADA FASILITAS PELAYANAN KESEHATAN DI INDONESIA: A SYSTEMATIC REVIEW Rahayu, Eka Putri; Ariyanti, Rea
Journal of Health Service Management Vol 28 No 04 (2025)
Publisher : Departemen of Health Policy and Management, Faculty of Medicine, Public Health, and Nursing, Universitas Gadjah Mada, Yogyakarta Jl. Farmako Sekip Utara Yogyakarta 55281 Telp 0274-547490

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22146/jmpk.v28i04.20034

Background: The issuance of the Minister of Health Regulation Number 24 of 2022 requires every health care facility to improve the medical record management system that has not been implemented optimally. Every health care facility, including hospitals, is required to implement an electronic patient medical history recording system no later than December 2023. With the implementation deadline ending at the end of 2023, many health care facilities are immediately complying with the regulation, although in reality not all health care facilities have been able to implement Electronic Medical Records according to its standards. Objectives: This study aims to evaluate the implementation of electronic medical records in health care facilities in Indonesia. Methods: This study is a systematic review compiled based on the PRISMA flowchart method as a guide. Three electronic databases used in the literature search are: Portal Garuda, Pubmed and Science Direct. Boolean "AND" and "OR" are used to combine keywords described in Table 1. Articles are selected based on the last 3 years of publication, namely from 2022-2024. Results: From the 6 literature findings, the evaluation related to the application of electronic medical records used was the TAM (Technology Acceptance Model) method to assess technology acceptance from three main aspects, namely perceived usefulness, perceived ease of use, and interest in using (behavioral intention to use). These 6 pieces of literature discuss 3 main aspects of the TAM method Conclusion: The implementation of electronic medical records in hospitals has great potential to improve the efficiency and quality of health services. However, successful implementation is highly dependent on comprehensive handling of various aspects, especially human resources, infrastructure and regulations.

Linkage Between Hospital Accessibility and Health Insurance Ownership in East Kalimantan Province Rahayu, Eka Putri; Ariyanti, Rea; Rahayu, Agustin Putri
Jurnal Jaminan Kesehatan Nasional Vol. 5 No. 2 (2025): Jurnal Jaminan Kesehatan Nasional
Publisher : BPJS Kesehatan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.53756/jjkn.v5i2.390

Healthcare accessibility remains a persistent challenge in Indonesia, particularly in resource-limited regions where geographical barriers, transportation constraints, and financial limitations create significant disparities in health service utilization. Hospital accessibility encompasses multiple dimensions that collectively influence healthcare utilization patterns. The physical presence of healthcare facilities, commonly referred to as hospital existence, serves as the fundamental prerequisite for healthcare access. This study seeks to analyze how dimensions of hospital accessibility correlate with health insurance ownership in East Kalimantan. 2023 Indonesian Health Survey. This research was quantitative approach with cross sectional design. The population in this research refers to the population of 2023 Indonesian Health Survey, with total . Chi square analysis was used to determine the relationship between the independent variable and dependent variable. The result shows that the independent variables that are significantly related to the health insurance ownership with p-value < 0.005, namely marital status, age group, education level and occupation. Meanwhile, sex (p-value= 0.185), residence (p-value= 0.093) and hospital accessibility (p-value= 0.134) showed no significant associations with health insurance ownership with p-value > 0.005. The lack of association between hospital accessibility and insurance ownership indicates that physical proximity to healthcare facilities is not a primary determinant of insurance enrolment decisions.

Edukasi Jamu Sebagai Upaya Pencegahan Hipertensi dan Diabetes Mellitus di Kutai Barat Rahayu, Eka Putri; Ningsih, Riyan; Mubarak, Muhammad Ikhsan Al
Yumary: Jurnal Pengabdian kepada Masyarakat Vol 6 No 2 (2025): Desember
Publisher : Penerbit Goodwood

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35912/yumary.v6i2.4470

Purpose: This community service initiative aimed to promote the use of traditional herbal medicine for treating hypertension and diabetes mellitus among residents of Empas Village, Melak District, West Kutai Regency. The program sought to enhance public awareness of the benefits of herbal medicine as a safer alternative to generic pharmaceuticals. As part of Indonesia’s cultural heritage, herbal medicines offer natural ingredients with minimal side effects that can provide significant health benefits. Methodology/approach: The activity comprised educational sessions focused on herbal medicine recipes for managing hypertension and diabetes. These sessions were conducted at the local posyandu (integrated health post) with 30 community participants present. Results: The survey data revealed a high prevalence of hypertension and diabetes within the village. Through the distribution of informational pamphlets and systematic educational presentations, participants gained an improved understanding of the therapeutic potential of local medicinal plants. Conclusion: Education on the use of traditional herbal medicine has succeeded in increasing public knowledge and awareness regarding the potential of herbal medicine as a viable alternative treatment for hypertension and diabetes mellitus. Limitations: The participants were limited to only Empas villagers with a total of 30 persons. Contribution: This community service positively impacted villagers by promoting the use of medicinal plants, potentially improving their overall quality of life.

EVALUASI PENERAPAN REKAM MEDIS ELEKTRONIK PADA FASILITAS PELAYANAN KESEHATAN DI INDONESIA: A SYSTEMATIC REVIEW Rahayu, Eka Putri; Ariyanti, Rea
Journal of Health Service Management Vol 28 No 04 (2025)
Publisher : Departemen of Health Policy and Management, Faculty of Medicine, Public Health, and Nursing, Universitas Gadjah Mada, Yogyakarta Jl. Farmako Sekip Utara Yogyakarta 55281 Telp 0274-547490

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22146/jmpk.v28i04.20034

Background: The issuance of the Minister of Health Regulation Number 24 of 2022 requires every health care facility to improve the medical record management system that has not been implemented optimally. Every health care facility, including hospitals, is required to implement an electronic patient medical history recording system no later than December 2023. With the implementation deadline ending at the end of 2023, many health care facilities are immediately complying with the regulation, although in reality not all health care facilities have been able to implement Electronic Medical Records according to its standards. Objectives: This study aims to evaluate the implementation of electronic medical records in health care facilities in Indonesia. Methods: This study is a systematic review compiled based on the PRISMA flowchart method as a guide. Three electronic databases used in the literature search are: Portal Garuda, Pubmed and Science Direct. Boolean "AND" and "OR" are used to combine keywords described in Table 1. Articles are selected based on the last 3 years of publication, namely from 2022-2024. Results: From the 6 literature findings, the evaluation related to the application of electronic medical records used was the TAM (Technology Acceptance Model) method to assess technology acceptance from three main aspects, namely perceived usefulness, perceived ease of use, and interest in using (behavioral intention to use). These 6 pieces of literature discuss 3 main aspects of the TAM method Conclusion: The implementation of electronic medical records in hospitals has great potential to improve the efficiency and quality of health services. However, successful implementation is highly dependent on comprehensive handling of various aspects, especially human resources, infrastructure and regulations.

Edukasi cost efficiency rokok konvensional untuk meningkatkan pengetahuan remaja di kawasan hutan tropis lembab Kota Samarinda Adrianto, Ratno; AR, Chaerunnisa; Rahayu, Eka Putri; Sumarni, Sumarni
SELAPARANG: Jurnal Pengabdian Masyarakat Berkemajuan Vol 10, No 1 (2026): February
Publisher : Universitas Muhammadiyah Mataram

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31764/jpmb.v10i1.37470

Abstrak Penggunaan rokok konvensional di kalangan remaja tetap menjadi isu kesehatan masyarakat yang mendesak secara global, termasuk di Indonesia. Berdasarkan data Global Youth Tobacco Survey (GYTS), prevalensi perokok di usia 13–15 tahun terus meningkat dari 18,3% (2016) menjadi 19,2% (2019), dan bahkan mencapai 23% pada 2023 berdasarkan data Kemenkes Tahun 2023. SMP 5 Muhammadiyah merupakah sekolah jenjang menengah pertama yang dimiliki oleh Yayasan Muhammadiyah Samarinda. Dari hasil studi pendahuluan, diketahui bahwa pada tahun 2024 ditemukan puntung rokok saat dilakukan razia. Kemudian, di sekitar sekolah banyak warung-warung yang menjual rokok baik per batang maupun per bungkus. Sebagai sekolah yang berada di wilayah padat penduduk di Samarinda, dengan latar belakang orang tua siswa yang beragam secara sosial ekonomi, norma penggunaan rokok di lingkungan keluarga dan masyarakat sekitar turut membentuk toleransi yang tinggi terhadap perilaku merokok, bahkan pada anak usia sekolah. Hal ini memperkuat pentingnya intervensi edukatif yang bukan hanya bersifat larangan, tetapi menyasar pada perubahan pola pikir dan kesadaran mandiri siswa. Kegiatan pengabdian kepada masyarakat ini bertujuan untuk menyelenggarakan kampanye edukatif yang relevan mengenai bahaya rokok. Tahapan kegiatan pengabdian masyarakat meliputi pembuatan media edukasi kesehatan berupa leaflet, pembuatan materi presentasi mengenai cost efficiency rokok. Kegiatan ini diikuti sebanyak 55 siswa kelas VII dan IX. Hasil kegiatan ini berupa terjadinya peningkatan pengetahuan pada kategori baik dari 85,5% menjadi 92,7%. Kata kunci: edukasi; rokok; cost efficiency; pengetahuan; remaja. Abstract The use of conventional cigarettes among adolescents remains an urgent public health issue globally, including in Indonesia. Based on data from the Global Youth Tobacco Survey (GYTS), the prevalence of smokers aged 13–15 years continued to increase from 18.3% (2016) to 19.2% (2019), and even reached 23% in 2023 based on data from the Ministry of Health in 2023. SMP 5 Muhammadiyah is a junior high school owned by the Muhammadiyah Samarinda Foundation. Preliminary studies found cigarette butts during a raid in 2024. Furthermore, there are many stalls around the school that sell cigarettes by the stick or by the pack. As a school located in a densely populated area of Samarinda, with students whose parents come from diverse socio-economic backgrounds, the norm of cigarette use in families and the surrounding community has contributed to a high tolerance for smoking, even among school-age children. This reinforces the importance of educational interventions that are not only prohibitive in nature but also target changes in students' mindsets and self-awareness. This community service activity aims to organise an educational campaign on the dangers of smoking. The stages of community service activities included the creation of health education media in the form of leaflets and the preparation of presentation materials on the cost efficiency of cigarettes. These activities were attended by 55 students from grades VII and IX. The results of these activities showed an increase in knowledge in the good category from 85.5% to 92.7%. Keywords: education; cost efficiency; cigarette; knowledge; adolescence.

Development of Pop-Up Book Media on Preventing The Initiation Of Smoking Behaviour Among Primary School Students in Samarinda City Chifdillah, Nino Adib; Rahayu, Eka Putri; Ardyanti, Dian
Preventif : Jurnal Kesehatan Masyarakat Vol. 17 No. 1 (2026): Preventif : Jurnal Kesehatan Masyarakat
Publisher : Tadulako University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22487/a91mcy30

One of the main problems related to smoking is the increasingly young age at which people start smoking and the increasing prevalence of novice smokers. Preliminary results of this study show that students at SDN 002 Loa Janan Ilir still have low knowledge about cigarettes. Preliminary observations also indicate that there is no health education media on smoking prevention in the school area. This study aims to analyze the effect of pop-up books on the behavioral domain of smoking initiation prevention among primary school students in Samarinda. This study was a research and development (R&D) study. The development approach was applied to the development of educational monopoly media. The development of this media used the waterfall development model. A qualitative approach was applied at the research and information collecting stage until the main product revision stage. The type of quantitative research used was a pre-experiment with a one group pretest-posttest design. The results showed that there was an effect of the intervention with pop-up book media on the respondents' knowledge about the dangers of smoking. Statistical analysis using the Wilcoxon test produced a p-value of 0.000 (<0.05). Educational and health institutions are expected to collaborate in the development of health promotion media in the form of pop-up books as an innovative effort to prevent the initiation of smoking behavior among children.

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