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All Journal Jurnal Kebijakan Kesehatan Indonesia Jurnal Kesehatan Andalas Health Notions Pendas mahakam : jurnal pendidikan dan pembelajaran Sekolah Dasar Jurnal Kesehatan Komunitas Jurnal SOLMA Husada Mahakam: Jurnal Kesehatan Jurnal Ilmu Kesehatan Journal of Community Empowerment for Health Jurnal Ners Indonesian Journal of Global Health research Jurnal Kesehatan Pasak Bumi Kalimantan Jurnal Kedokteran Mulawarman Jurnal Pengabdian Kreativitas Pendidikan Mahakam (JPKPM) Jurnal Sains dan Kesehatan Indonesian Journal of Global Health Research
Rahmat Bakhtiar
Fakultas Kedokteran Universitas Mulawarman
Agriculture, Biological Sciences & Forestry Humanities Biochemistry, Genetics & Molecular Biology Chemistry Dentistry Economics, Econometrics & Finance Education Health Professions Immunology & microbiology Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Mathematics Medicine & Pharmacology Nursing Public Health Veterinary Other

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Analysis of Patient Complaint Handling Management Regarding Health Services in Maintaining Hospital Quality Muftiana Finansi Ekawati; Rahmat Bakhtiar; Blego Sedionoto
Indonesian Journal of Global Health Research Vol 7 No 4 (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.v7i4.6326

Abstract

Complaints received by hospitals from patients and their families have the potential to provide (early) warnings that, if followed up, can prevent patient safety incidents. Complaints about services can be used to improve the standard of health facility services. Therefore, organizing complaint forms for hospitals minimizes complaints in the hope of reducing the risk of patient safety hazards and improving the quality of hospital services. This study aims to analyze and explore the management of complaint handling at Balikpapan Baru Hospital. Using a qualitative research method with a phenomenological approach with researchers as instruments. In-depth interviews with 5 informants through purpose sampling techniques. Data sources in the form of patient complaints for the period July-November 2023. Most patient complaints were related to the behavior (communication method) of health workers, patients who submitted complaints were directly directed to fill in and there were obstacles in the form of differences in perception of complaint categories by health workers. Complaint handling management at Balikpapan Baru Hospital is managed by team and involves various units. There were obstacles in the form of different perceptions in filling out the form and different responses regarding complaint handling related to communication between health workers.
Analysis of the Relationship Between Knowledge, Perception, and Workload of Nurses on Patient Safety Culture Norsehan Norsehan; Ratno Adrianto; Rahmat Bakhtiar; Irfansyah Baharuddin Pakki; Hilda Hilda
Indonesian Journal of Global Health Research Vol 7 No 4 (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.v7i4.6442

Abstract

Patient safety culture refers to a pattern of behavior of both individuals and organizations that consistently seek to reduce the risk of harm or injury to patients due to the services provided, based on shared beliefs and values. This study aims to analyze the relationship between knowledge, perceptions, and workload of nurses on patient safety culture at Beriman Hospital, Balikpapan City. The method used in this study is a quantitative approach with a cross-sectional design, involving all nurses working in the service unit of Beriman Hospital, Balikpapan City, totaling 129 respondents (total sampling). This study was conducted from February to March 2025, with data collection using a questionnaire that had been tested for validity and reliability. Univariate data analysis, chi-square test, and logistic regression. The results showed good knowledge 81.4%, good perception 51.2%, high workload 50.4% and patient safety culture value 58.9%. The results of the chi-square test sig value of knowledge: 0.600 and perception: 0.302, both (p> 0.05) indicating no relationship between knowledge and perception of nurses towards patient safety culture. However, the sig value for workload is 0.006 (p <0.05) indicating a relationship between workload and patient safety culture. The results of the logistic regression test show that nurses' workload has a significant effect on patient safety culture with a significance value (Sig) of 0.009. The Odds Ratio (OR) value of 2.712 indicates that nurses with a higher workload are 2.7 times more likely to influence patient safety culture compared to those with a low workload. The conclusion is that workload is the factor most related to patient safety culture.
An Analysis of Relationship Between Organization Climate, Work Culture, and Work Environment on Employee Job Satisfaction Nursakti Nursakti; Ratno Adrianto; Rahmat Bakhtiar; Irfansyah Baharuddin Pakki; Hilda Hilda
Indonesian Journal of Global Health Research Vol 7 No 4 (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.v7i4.6575

Abstract

The background of this research was based on the importance of job satisfaction in improving the quality of services in the health sector, especially in community health centers. This study aimed to analyze the relationship between organizational climate, work culture, and work environment on job satisfaction of employees at Klandasan Ilir Public Health Center and Manggar Baru Public Health Center in Balikpapan City. The research method used a quantitative approach with a survey technique conducted on employees at both public health centers using a cross-sectional approach. The sampling technique was total sampling with a total of 111 respondents. Data were collected through a questionnaire that included indicators of organizational climate, work culture, work environment, and job satisfaction. Data analysis was conducted using univariate analysis with frequency distribution, bivariate analysis with the chi-square test, and multivariate analysis with logistic regression. The study found that 80.2% of respondents were female, with the majority working in the General Services Unit. Most had a diploma-level education and more than three years of work experience. Bivariate analysis showed significant relationships between job satisfaction and all three independent variables. Multivariate analysis indicated that work culture was the most significant factor influencing job satisfaction (p = 0.001; OR = 0.147). Work culture had the strongest relationship with job satisfaction among Puskesmas employees. Efforts to improve work culture can lead to higher satisfaction and better service quality.
The Influence of Hospital Marketing Mix and Consumer Personal Factors on the Selection of Referral Hospitals by Patients Ira Puspa Rachmawati; Rahmat Bakhtiar; Blego Sedionoto; Ratih Wirapuspita Wisnuwardani; Ratno Adrianto; Hilda Hilda
Indonesian Journal of Global Health Research Vol. 8 No. 3 (2026): 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.v8i3.1049

Abstract

The selection of referral hospitals is not solely determined by the administrative mechanism of the National Health Insurance (JKN) referral system but is also influenced by hospital marketing strategies and patient characteristics. This study aimed to examine the effects of the hospital marketing mix (7Ps) and personal patient factors on referral hospital selection at Segiri Primary Health Center, Samarinda. A quantitative cross-sectional design was employed involving 348 respondents selected through simple random sampling from 1,758 referred patients. Data were collected using a structured questionnaire that had been tested and confirmed to be valid and reliable. Statistical analyses included Chi-square and Fisher’s exact tests for categorical variables, as well as Kruskal-Wallis and Mann-Whitney tests for non-parametric comparisons. The results indicated that most personal characteristics, including age, gender, education, occupation, income, and JKN ownership, were not significantly associated with referral hospital selection (p>0.05), except for domicile (p<0.05). Clinical factors, represented by the destination polyclinic, showed a strong association with hospital choice (p<0.001). Among the marketing mix components, Product (p=0.026), Process (p=0.018), and Physical Evidence (p<0.0001) significantly influenced referral hospital selection, while Price, Place, Promotion, and People showed no significant effects (p>0.05). In conclusion, referral hospital selection was primarily influenced by service needs and the quality of patient experience rather than personal characteristics. Prioritizing improvements in physical facilities and optimizing service processes are essential to enhance the effectiveness of the referral system.
Pengaruh Kualitas Layanan Pendekatan Healthqual Terhadap Niat Kunjungan Ulang Pasien Melalui Kepuasan Pasien Sebagai Variabel Mediasi di BLUD Labkesda Kota Samarinda Eko Prasetya Budi; Ratno Adrianto; Ike Anggraeni; Ida Ayu Indira Dwika Lestari; Iriyani Iriyani; Rahmat Bakhtiar
Jurnal Ners Vol. 10 No. 3 (2026): JULI 2026
Publisher : Universitas Pahlawan Tuanku Tambusai

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31004/jn.v10i3.60090

Abstract

Pelayanan laboratorium kesehatan yang berkualitas menjadi faktor penting dalam meningkatkan kepuasan pasien dan mempertahankan keberlanjutan penggunaan layanan, khususnya pada institusi pemerintah yang menerapkan sistem Badan Layanan Umum Daerah (BLUD). Penelitian ini bertujuan untuk menganalisis pengaruh kualitas pelayanan berdasarkan metode HEALTHQUAL terhadap niat kunjungan ulang melalui kepuasan pasien pada BLUD Laboratorium Kesehatan Daerah Kota Samarinda. Penelitian menggunakan desain observasional kuantitatif dengan pendekatan cross-sectional. Sampel penelitian terdiri dari 372 pasien mandiri yang dipilih menggunakan teknik purposive sampling. Data dikumpulkan menggunakan kuesioner berbasis skala Likert yang mengukur kualitas pelayanan, kepuasan pasien, dan niat kunjungan ulang. Analisis data dilakukan menggunakan Structural Equation Modeling Partial Least Square (SEM-PLS). Hasil penelitian menunjukkan bahwa kualitas pelayanan berpengaruh positif terhadap kepuasan pasien dengan nilai koefisien 0,796 dan kepuasan pasien berpengaruh positif terhadap niat kunjungan ulang dengan nilai koefisien 0,740. Kepuasan pasien juga terbukti memediasi hubungan kualitas pelayanan terhadap niat kunjungan ulang dengan nilai koefisien 0,589. Hasil ini menunjukkan bahwa pengalaman pelayanan yang baik akan meningkatkan kepuasan pasien sehingga mendorong keinginan menggunakan kembali layanan. Penelitian ini menyimpulkan bahwa peningkatan kualitas pelayanan berdasarkan dimensi HEALTHQUAL merupakan strategi penting untuk meningkatkan kepuasan dan mempertahankan kunjungan pasien pada layanan laboratorium kesehatan
Co-Authors Adeline Arung Labi Adrianto, Ratno Agustina Simanangi Pamowa Aisyah Utari Ajeng Tri Aulia Nanis Akhmad Azmiardi Anggi Triwardani Anik Puji Rahayu Annisa Tamaya Aprian Aprian Ariestya Romadhan Laksono Pratama Aris Novianto Arsyawina Arsyawina Atik Suhargiati Azkiah Mandarini Fakih Blego Sedionoto Chrisna Wahyu Hardian Crissty Magglin Dian Ayu Fitriani Edi Sukamto Effi Setyoadi Eko Nugroho Eko Prasetya Budi Emil Bachtiar Moerad Enjelina Febri Adi Melinia Evi Fitriani Evi Fitriany Fikriah, Ika Firdaus, Rivan Hamidah Jufrie Handy Wiradharma Hilda Hilda Hilda Hilda Hilda Hilda Ida Ayu Indira Dwika Lestari Ike Anggraeni Inna Adilah Ira Puspa Rachmawati Irawiraman, Hadi Iriyani Iriyani Iriyani K Irma Kania Safitri Iwan M Ramdan Jafar Sidiq Jaya Mualimin Khemasili Kosala Krispinus Duma Krispinus Duma Laksono Trisnantoro Mahyati Sari Zulfa Marina Tandarto Marwan Marwan Masruroh1,2, Ah Yusuf3 , Nikmatur Rohmah4, Irfansyah Baharudin Pakki5 , Anita Dewi Prahastuti Prasojo6 , Qurnia Andayani1 , *Agung Dwi Laksono7 Meiliati Aminyoto Meri Utari Susanthy Miharja, Ediyar Muftiana Finansi Ekawati Muhammad Aminudin Muhammad Gazali Hafid Muhammad Imaduddin Nur Ichsan Muhammad Khairul Nuryanto Muji Sutrisno Nabila Arianti Alfitri Naina Nataniel Tandirogang Nerissa Laksono Arviana Noor Hariyani Norsehan Norsehan Novia Fransisca Novia Fransiska Ngo Nur Khoma Fatmawati Nur Rohmah Nursakti Nursakti Nurul Fatimah Opiansyah Opiansyah Opiansyah Opiansyah Pipi Surianti Purnamasari, Cicih Bhakti Ratih Wirapuspita Wisnuwardani Ratno Andrianto Renanda Maulidya Fadyla Riries Choiru Pramulia Yudia Rita Yuliana Riyan Ningsih RR. Ignatia Sinta Murti Ruth Putri Elizabeth Sagala Sepriani Indriati Azis Silvani Bachtiar Siti Rahmadhani Sulistiawati Sudarso Supriadi Supriadi Swandari Paramita Wahyuni, Emmy Putri Widia Rahmadhani Wina Ariyanti Yusuf Muladi