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All Journal Jurnal Peduli Masyarakat Indonesian Journal of Global Health research Journal of Language and Health
Imlabla, Floria Veramaya
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Education Health Professions Languange, Linguistic, Communication & Media Medicine & Pharmacology Nursing Public Health Other

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Pentingnya Ketepatan Penanganan Komplain dalam Mempertahankan Kepuasan Pelanggan Imlabla, Floria Veramaya; Payapo, Nabila; Liklikwatil, Nelma; Wiguna, Paramita Kurnia
Journal of Language and Health Vol 5 No 3 (2024): Journal of Language and Health
Publisher : CV. Global Health Science Group

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37287/jlh.v5i3.5227

Abstract

Peningkatan jumlah keluhan pasien di dunia juga meningkat pada kategori pengobatan klinis, perilaku pemberi pelayanan dan komunikasi. Komplain menunjukkan adanya ketidakpuasan terhadap pelayanan rumah sakit yang diberikan. Penanganan komplain yang baik sebagai salah satu strategi dalam meningkatkan pelayanan dan mempertahankan hubungan jangka panjang dengan para pelanggan. Tujuan penelitian ini yaitu menganalisa ketepatan penanganan komplain dalam mempertahankan kepuasan pelanggan. Metode penelitian yang digunakan dalam penelitian ini yaitu deskriptif kualitatif. Partisipan dalam penelitian ini terdiri dari 6 informan yaitu HRD, bagian Rawat Inap, bagian pengaduan,perawat, Rawat jalan dan humas marketing. Teknik pengambilan sampling data menggunakan metode wawancara, dokumentasi dan observasi. Data dianalisa dengan analisa tematik. Hasil dalam penelitian didapatkan adanya keluhan pasien yang menunjukkan adanya bukti ketidakpuasan pasien sebagai pelanggan. Didapatkan adanya 5 aspek penting yang perlu diperhatikan dalam pengangan pengaduan dimana aspek tersebut saling berhubungan, antara lain a) Prosedur Pengaduan b) Cara Menangani Pengaduan c) Keterlibatan Karyawan, d) Pelatihan Pengaduan e) Lama Pengaduan. Sebagai upaya meningkatkan citra rumah sakit dan meningkatkan kepuasan pelanggan maka penting untuk menerapkan ketepatan penanganan komplain dalam mempertahankan kepuasan pelanggan dengan memperhatikan ke 5 aspek hasil penelitian.
Penguatan Sumber Daya Manusia melalui Sosialisasi Pelayanan Prima dalam Mempertahankan Kepuasan Layanan di Rumah Sakit Liklikwatil, Nelma; Imlabla, Floria Veramaya; Latuconsina, Nur Aisah; Nurlina, Wa Ode; Wiguna, Paramita Kurnia; Payapo, Nabila
Jurnal Peduli Masyarakat Vol 7 No 4 (2025): Jurnal Peduli Masyarakat: Juli 2025
Publisher : Global Health Science Group

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37287/jpm.v7i4.7093

Abstract

Rumah Sakit Tingkat II Prof. Dr. J. A. Latumeten merupakan salah satu rumah sakit yang memberikan layanan kesehatan bagi prajurit TNI-AD, pegawai negeri sipil, dan keluarganya, di bawah tanggung jawab Badan Pelaksana Kesdam XVI/Pattimura. Bekerja sama dengan BPJS, rumah sakit ini bertransformasi menjadi fasilitas kesehatan yang peduli terhadap pasien dan keluarganya, dengan visi memberikan layanan prima sehingga tercipta suasana rumah sakit seperti rumah kedua. Untuk mempertahankan dan meningkatkan kepuasan pasien, diperlukan peningkatan kapasitas sumber daya manusia agar tenaga kesehatan dapat memberikan layanan cepat, akurat, sopan, dan profesional. Tujuan Kegiatan pengabdian masyarakat ini memperdalam pemahaman peserta mengenai prinsip layanan prima serta membangun budaya kerja yang berorientasi pada kualitas pelayanan dan kepuasan pasien jangka panjang. Kegiatan dilakukan melalui sosialisasi interaktif yang mencakup penyampaian materi, diskusi kelompok, serta evaluasi partisipasi dengan tes pra dan pasca pada 35 peserta, termasuk tenaga kesehatan dan non-kesehatan. Hasil kegiatan menunjukkan adanya peningkatan pemahaman peserta mengenai prinsip dan konsep layanan prima, serta tumbuhnya tekad untuk menerapkan prinsip tersebut dalam praktik pelayanan rumah sakit. Kegiatan ini menjadi langkah awal dalam membangun budaya layanan yang berfokus pada kepuasan pasien.
Implementation of Health Education with Demonstration Methods through Short Education Movie (SEM) Media to Increase the Knowledge and Attitudes in Overcoming the Impact of Online Game Addiction Liklikwatil, Nelma; Imlabla, Floria Veramaya; Wiguna, Paramita Kurnia; Hairat, Ummul; Latuconsina, Nur Aisah
Indonesian Journal of Global Health Research Vol 6 No S4 (2024): Indonesian Journal of Global Health Research
Publisher : GLOBAL HEALTH SCIENCE GROUP

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37287/ijghr.v6iS4.4098

Abstract

Online game addiction has become a significant health problem. The use of short film media as a health education tool to overcome game addiction with interesting and relevant content can attract the attention of young audiences who are more interested in visual and interactive media. Seeing the existing problems, this research is aimed at analyzing the influence of Health Education using demonstration methods through short educational films in overcoming the impact of online game addiction. This research is a quantitative research with a quasi-experimental pretest-protest design. This research will be carried out at Ambon vocational high schools. The selection of this research location was based on the consideration of having a basic understanding of health topics so that it could provide more valid and useful data. The population in this study was students. Sampling using random sampling technique obtained 40 students. Data was collected using knowledge questionnaires and attitude questionnaires to measure before and after the intervention. The statistical test used is the Wilcoxon signed Rank test. Results: The research results showed that there was a significant influence of knowledge and attitudes through short film media in overcoming online game addiction. The results of the Wilcoxon signed Rank test analysis show the same value for both variables, namely a p-Value of 0.000. There is a significant influence in applying the short film method in increasing knowledge and attitudes in overcoming online game addiction.
Psychoeducation Based on Short Education Movie as An Educational Media to Improve Knowledge about Online Game Addiction in Students Liklikwatil, Nelma; Imlabla, Floria Veramaya; Wiguna, Paramita Kurnia; Hariat, Ummul; Latuconsina, Nur Aisah; Agustiningsih, Agustiningsih; Wijaya, Norra Hendarni; Rahayu, Bety Agustina
Indonesian Journal of Global Health Research Vol 7 No 1 (2025): Indonesian Journal of Global Health Research
Publisher : GLOBAL HEALTH SCIENCE GROUP

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37287/ijghr.v7i1.5735

Abstract

Game addiction can result in a significant decrease in an individual's ability to perform routine activities. Lack of education about game addiction can cause behavioral disorders and other health problems. Seeing the existing problems, the purpose of this study is to conduct a psychoeducational analysis study based on short education movies as an educational medium to increase knowledge about online game addiction in students. This study is a quantitative study with a quasi-experimental pretest-protest design. This study will be conducted at Ambon vocational high schools. Sampling using random sampling techniques obtained 40 students. The statistical test used is the Wilcoxon signed Rank test. The results showed that the majority of respondents were 15 years old (57.5%) with the largest gender being female (62.5%). The majority of respondents had insufficient knowledge before being given psychoeducation based on short education movies as an educational medium to increase knowledge about online game addiction in students in Ambon city as many as 27 respondents (67.5%). The results of student knowledge after psychoeducation based on short education movies as an educational medium to increase knowledge about online game addiction in students in Ambon city are mostly in the good category, namely 30 respondents (75%). The results of the Analysis test obtained a p-Value of 0.001. The conclusion in this study is that there is a significant influence between psychoeducation based on short education movies as an educational medium to increase knowledge about online game addiction in students (p-value 0.001).
Co-Authors Agustiningsih Agustiningsih Hairat, Ummul Hariat, Ummul Latuconsina, Nur Aisah Nelma Liklikwatil, Nelma Nurlina, Wa Ode Payapo, Nabila Rahayu, Bety Agustina Wiguna, Paramita Kurnia Wijaya, Norra Hendarni