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All Journal Jurnal Kedokteran Brawijaya JMMR (Jurnal Medicoeticolegal dan Manajemen Rumah Sakit) Journal of Issues in Midwifery Journal of Community Health and Preventive Medicine (JOCHAPM)
Ratri, Devita Rahmani
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Biochemistry, Genetics & Molecular Biology Economics, Econometrics & Finance Environmental Science Health Professions Medicine & Pharmacology Nursing Public Health

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EFFECT OF INFORMATION CLARITY ON WAITING TIME AND SERVICE QUALITY ON PATIENT SATISFACTION IN JKN OUTPATIENT PHARMACY UNIT AT DR. SAIFUL ANWAR HOSPITAL CY SERVICE UNIT OF JKN DR. SAIFUL ANWAR HOSPITAL Wulandari, Meidina; Hariyanti, Tita; Ratri, Devita Rahmani
Journal of Community Health and Preventive Medicine Vol. 5 No. Issue Supplement 1 (2025): JOCHAPM Vol. 5, Issue Supplement 1, March 2025
Publisher : Universitas Brawijaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21776/

Abstract

Waiting time is one of the minimum standards in hospital pharmaceutical services. The waiting time for prescription services is measured as the interval between the submission of a prescription and the receipt of medication, which should be ≤30 minutes for non-compounded drugs and ≤60 minutes for compounded drugs. Timely service is closely related to customer satisfaction. However, prolonged waiting time for drug services still occurs at Dr. Saiful Anwar Hospital. Based on the 2023 community satisfaction index data, the score for the pharmaceutical installation was 83.88, and the lowest element was punctuality. Service quality is closely related to customer satisfaction, which is influenced by the clarity of information and services according to patients’ needs and expectations. The purpose of this study was to analyze the effect of information clarity on the length of waiting time for drug services and service quality on patient satisfaction in the JKN Outpatient Pharmacy Service Unit of Dr. Saiful Anwar Hospital. This study used a quantitative method with a cross-sectional approach. Samples were collected using consecutive sampling techniques with a total of 113 patients who accessed drug services at the JKN Outpatient pharmacy unit. The results showed that waiting time, tangibles, assurance, and empathy had a positive and significant effect on patient satisfaction. Reliability and responsiveness had a positive but not statistically significant on patient satisfaction. Among the variables, empathy had the strongest influence on satisfaction. Due to the dominant factor of empathy, it is recommended that Dr. Saiful Anwar Hospital improve its pharmaceutical services by providing training for pharmacists to deliver better and more empathetic service
ICU SERVICE FINANCING: WEIGHING REGULATIONS AGAINST PROFESSIONAL JUDGMENT Santoso, Widodo Mardi; Manzilati, Asfi; Ratri, Devita Rahmani; Hariyanti, Tita
Journal of Community Health and Preventive Medicine Vol. 5 No. Issue Supplement 1 (2025): JOCHAPM Vol. 5, Issue Supplement 1, March 2025
Publisher : Universitas Brawijaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21776/

Abstract

The Intensive Care Unit (ICU) is one of the most resource-intensive departments in a hospital. Patients admitted to the ICU incur, on average, three times higher costs than those in general wards. However, healthcare professionals, particularly doctors and nurses, often remain unaware of these high costs.   This study employs a qualitative research design using a case study approach. A total of seven participants were selected through purposive sampling. Data were collected through unstructured observations of the ICU environment and unstructured interviews with participants. Thematic analysis was then used to interpret the findings. Four key themes emerged: (1) The ICU as the last hope for survival, (2) Doctors and nurses feeling powerless over treatment costs, (3) The predominant focus of doctors and nurses on medical aspects, and (4) Sentosa Hospital: Between Regulation and Professionalism. The study was conducted at a provincial referral hospital, classified as a type A hospital and a teaching center, where patients present with complex medical conditions. This complexity often leads doctors and nurses to prioritize medical care over financial considerations. In conclusion, ICU doctors and nurses demonstrate limited awareness of the financial burden of patient care. To enhance this awareness, targeted interventions are needed to sensitize all healthcare professionals, particularly doctors and nurses, to the economic aspects of critical care.
CHALLENGES OF JKN MOBILE APPLICATION UTILIZATION IN THE BPJS PATIENT REGISTRATION PROCESS AT X HOSPITAL: A CASE STUDY IN X HOSPITAL Jimmy S., Rifdinia Bregita; Ratri, Devita Rahmani; Harjayanti, Nofita Dwi
Journal of Community Health and Preventive Medicine Vol. 5 No. Issue Supplement 1 (2025): JOCHAPM Vol. 5, Issue Supplement 1, March 2025
Publisher : Universitas Brawijaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21776/

Abstract

The JKN mobile application (MJKN), is an application presented by BPJS with the aim of providing convenience for its participants. MJKN utilization in registration process is one of the BPJS compliance indicators for hospitals. As part of BPJS partners, the achievement of compliance indicators is something that must be achieved by Hospital X. Until September 2024, the highest rate of MJKN utilization in X Hospital was 21% of the target achievement of ≥30%. This study aims to determine the challenges and barriers of fulfilling the MJKN utilization indicators in registration process at X Hospital. This research is a qualitative research with a case study approach. In-depth interviews were conducted with eight BPJS patients and eight people from X Hospital management related to the implementation of MJKN. Data analysis is strengthened by triangulating based on observations and secondary data related to the MJKN process. Seven challenges were identified, including the low quality of evaluation of staff performance at Hospital X related to MJKN, the difficulty of bridging between hospital information system and the MJKN information system, patient difficulties during the MJKN account registration process, low access to information related to MJKN, the complexity of the MJKN check in process, resistance to technology, and patient devices that do not meet MJKN standards. The results of this study can be the basis for Hospital X management in determining solutions to improve the achievement of MJKN utilization.
Co-Authors Ahsan Asfi Manzilati Drie, Ivan DRIE, IVAN - Dwi Ratna Sari, Dwi Ratna Erzi, Alfan Erzi’, Alfan Harjayanti, Nofita Dwi Hasyim, Mafrurrochim Hidayati, Khusnul Jimmy S., Rifdinia Bregita Megawati, Devvy Nuthea, Merry Nuthea, Merry - Rahmawati, Tri Wahyuning Ratna Diana Fransiska Suhailah, Wildatus Suyanto Suyanto Tita Hariyanti Tri Utami, Ni Nyoman Ayu Viera Wardhani Widodo Mardi Santoso, Widodo Mardi Wulandari, Meidina