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HUBUNGAN MUTU PELAYANAN KESEHATAN RUMAH SAKIT DENGAN TINGKAT KEPUASAN PASIEN RAWAT INAP DI RS ADI HUSADA KAPASARI Hermanto Wijaya; Irawati Marga; Ariawan Wangsa; Afif Kurniawan
Journal of Hospital Administration and Management Vol 2 No 1 (2021): Jurnal Administrasi Rumah Sakit dan Manajemen
Publisher : LPPM Universitas Awal Bros

Public demand for adequate health services is increasing. This is due to changes in disease patterns, demographic structures, developments in science and technology, and the community's economy. Patients will feel satisfied if their expectations for health services are met. To increase patient satisfaction with health services, the quality of service must also be improved. The quality of health services is the compatibility between the health services provided and the patient's needs or compliance with the provisions of service standards. This study used a cross sectional design on a sample of 20 patients who were treated in the D2 inpatient room at Adi Husada Kapasari Hospital on 13 October – 13 December 2019. As many as 55% of respondents stated that the quality of health services provided by nurses was quite good, 40% of patients stated very satisfied with the quality of service. The chi-square result shows a sig value of 0.027 (P<0.05). This means that there is a relationship between health services and the level of patient satisfaction. The quality of service and the level of patient satisfaction in hospitals are two things that are very closely related. Increasing public demands force hospitals to continue to innovate and improve the quality of their services to patients.

HUBUNGAN MUTU PELAYANAN KESEHATAN RUMAH SAKIT DENGAN TINGKAT KEPUASAN PASIEN RAWAT INAP DI RS ADI HUSADA KAPASARI Hermanto Wijaya; Irawati Marga; Ariawan Wangsa; Afif Kurniawan
Journal of Hospital Administration and Management Vol 2 No 1 (2021): Jurnal Administrasi Rumah Sakit dan Manajemen
Publisher : LPPM Universitas Awal Bros

Public demand for adequate health services is increasing. This is due to changes in disease patterns, demographic structures, developments in science and technology, and the community's economy. Patients will feel satisfied if their expectations for health services are met. To increase patient satisfaction with health services, the quality of service must also be improved. The quality of health services is the compatibility between the health services provided and the patient's needs or compliance with the provisions of service standards. This study used a cross sectional design on a sample of 20 patients who were treated in the D2 inpatient room at Adi Husada Kapasari Hospital on 13 October – 13 December 2019. As many as 55% of respondents stated that the quality of health services provided by nurses was quite good, 40% of patients stated very satisfied with the quality of service. The chi-square result shows a sig value of 0.027 (P<0.05). This means that there is a relationship between health services and the level of patient satisfaction. The quality of service and the level of patient satisfaction in hospitals are two things that are very closely related. Increasing public demands force hospitals to continue to innovate and improve the quality of their services to patients.

Hubungan Mega Marketing Mix (10p) Terhadap Loyalitas Pasien Rawat Jalan Di Rs Pku Muhammadiyah Surabaya Ihda Nuril Qomariah; Afif Kurniawan; Rukmini Rukmini
Jurnal Manajemen dan Administrasi Rumah Sakit Indonesia (MARSI) Vol 10, No 3 (2026): Jurnal Manajemen dan Administrasi Rumah Sakit Indonesia (MARSI)
Publisher : LPPM Universitas Respati Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.52643/marsi.v10i3.8957

Abstrak Penelitian kuantitatif korelasional dengan desain cross-sectional ini bertujuan untuk menganalisis hubungan antara dimensi Mega Marketing Mix (10P) dengan loyalitas pasien rawat jalan di Poliklinik Saraf dan Poliklinik Penyakit Dalam RS PKU Muhammadiyah Surabaya. Menggunakan metode simple random sampling terhadap 43 responden dan uji statistik Spearman, hasil penelitian menyimpulkan bahwa mayoritas responden sangat loyal dan implementasi 10P berpengaruh besar terhadap loyalitas tersebut. Sembilan dari sepuluh dimensi terbukti berkorelasi positif secara signifikan, kecuali dimensi biaya (price), yang menunjukkan bahwa faktor harga bukan pertimbangan utama pasien untuk tetap loyal. Oleh karena itu, rumah sakit disarankan untuk tidak fokus pada strategi perang tarif, melainkan memprioritaskan efisiensi alur pelayanan, kenyamanan ruang tunggu, penguatan kemitraan jaminan kesehatan (BPJS), serta peningkatan mutu pelayanan SDM. Kata kunci: Mega Marketing Mix, Loyalitas Pasien, Bauran Pemasaran

Analisis Waste Pada Pelayanan Rawat Jalan Menggunakan Pendekatan Lean Management Di Rs Rahman Rahim Sidoarjo Belya Indriana Putri; Afif Kurniawan; Yura Witsqa Firmansyah
Jurnal Manajemen dan Administrasi Rumah Sakit Indonesia (MARSI) Vol 10, No 3 (2026): Jurnal Manajemen dan Administrasi Rumah Sakit Indonesia (MARSI)
Publisher : LPPM Universitas Respati Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.52643/marsi.v10i3.8920

Background: Outpatient care is one of the services with a high number of visits in hospitals, requiring an effective and efficient service process. Increasing the number of patient visits has the potential to lead to long waiting times, decrease patient satisfaction, and impact the quality of hospital services. One approach that can be used to identify the causes of service inefficiencies is Lean Management through mapping the service process flow using Value Stream Mapping (VSM). Objectives: This study aims to analyze the waiting time for outpatient services, map the service flow using Value Stream Mapping, and identify the types of waste that affect the waiting time for outpatient services at Rahman Rahim Hospital, Sidoarjo. Methods: This study employed a descriptive method with a qualitative approach. Six informants participated in the study: the head of the registration unit, the head of the outpatient clinic, an internal medicine nurse, a psychiatric nurse, the head of the pharmacy, and an outpatient cashier. Data were collected through in-depth interviews, observation, and documentation. Data analysis was conducted by identifying value-added, non-value-added, and necessary non-value-added activities based on the Lean Management concept. Results: The study results showed that waste in waiting was the most dominant source of waste, primarily caused by late doctor arrivals, service queues, and technical issues with the Electronic Medical Records (EMR) system. Furthermore, waste in transportation, motion, inventory, overprocessing, defects, and underutilized personnel were found, all impacting service efficiency at various stages of the outpatient care process. Conclusions: The conclusion of this study indicates that various wastes persist, leading to suboptimal outpatient waiting times. Implementing Lean Management through waste identification and elimination can be a strategy to improve the efficiency of the service process and the quality of outpatient services at Rahman Rahim Hospital, Sidoarjo.

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