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All Journal Proceedings of the International Conference on Applied Science and Health Jurnal ARSI : Administrasi Rumah Sakit Indonesia
Adi, Ni Putu Deni
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Decision Sciences, Operations Research & Management Education Health Professions Medicine & Pharmacology Nursing Public Health Social Sciences

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SYSTEMATIC REVIEW: DETERMINANTS OF PATIENT SATISFACTION WITH HOSPITAL SERVICES Adi, Ni Putu Deni; Ilyas, Yaslis 
Proceedings of the International Conference on Applied Science and Health No 4 (2019)
Publisher : Yayasan Aliansi Cendekiawan Indonesia Thailand (Indonesian Scholars' Alliance)

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Abstract

Background: Satisfactory and quality service will shape patient or customer loyalty, and satisfaction is closely related to "word of mouth". The next effect will be on the process of forming an image of an increasing hospital. This is due to very tight competition conditions. So each hospital will try to put itself as best as possible in the eyes of patients / customers to be trusted to meet their needs in the health sector. Usually health care satisfaction is the highest level of satisfaction above 85%. Research is needed on the determinants of patient satisfaction with hospital services as a reference for improving the quality of hospital services. Objectives: To determine the determinant of patient satisfaction with hospital services. Method: A systematic review through journal review regarding the determinants of patient satisfaction with hospital services. Search articles accessed from internet databases, namely: ProQuest for English language publications, overall from abroad, last 12 months, using a combination of search terms " Patient satisfaction, determinants, hospital ", article selection using screening. Qualitative thematic analysis is used for synthesis. Result:. The similar key findings from the 10 papers are empathy or interpersonal relations becomes a determinant that dominates the increase in patient satisfaction with hospital services. Empathy is a channel of efficient communication with patients and is also considered an important determinant of clinical outcomes. Conclusions: 10 studies included in this systematic review show  the similar key findings.  empathy or interpersonal relations becomes a determinant that dominates the increase in patient satisfaction with hospital services. As a recommendation for further research, it is necessary to search for the determinants of patient satisfaction with hospital services through several data bases to obtain more information about the determinants of patient satisfaction with hospitals.
ANALISIS STRATEGI PEMASARAN PADA PELAYANAN OPERASI PENGGANTIAN SENDI LUTUT Maryani, Nining Tri; Adi, Ni Putu Deni
Jurnal ARSI : Administrasi Rumah Sakit Indonesia Vol. 7, No. 3
Publisher : UI Scholars Hub

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Abstract

Total knee replacement is a safe treatment to reduce pain and restore physical function in patients with severe osteoarthritis that cannot be treated with physical therapy. Every year there are more than 500,000 total knee replacement surgical procedures performed in the United States, it is estimated that by 2030 the volume of TKR surgical procedures will increase to more than 3.48 million per year due to premature aging and increasing obesity. With the opportunity for demand from the TKR service itself, the Karima Utama Special Surgery Hospital feels the need to establish a marketing strategy for knee joint replacement surgery services. This article was built as a descriptive research with a qualitative approach. The place of research was carried out at the Karima Utama Special Surgery Hospital and the instrument used was an interview guide. The results and conclusions of the research carried out are the marketing mix of joint replacement surgery services is the product mix is post surgery with minimal pain and implementation of excellent service according to standards, price mix by making price packages, place mix by picking up patients from out of town and abroad, promotion mix, with leaflets, public education, public seminars, health facilities 1 seminar, social media, educational radio and TV media.
Co-Authors Ilyas, Yaslis  Maryani, Nining Tri