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All Journal Jurnal Pamator : Jurnal Ilmiah Universitas Trunojoyo Madura Mutiara Medika: Jurnal Kedokteran dan Kesehatan Jurnal Manajemen Kesehatan Indonesia International Journal of Nursing and Health Services (IJNHS) Journal of Multidisciplinary Academic Unnes Journal of Public Health YARSI Medical Journal Jurnal Riset Kesehatan Poltekkes Depkes Bandung Jurnal Manajemen Informasi Kesehatan Indonesia (JMIKI) Indonesian of Health Information Management Journal (INOHIM) Dinasti International Journal of Education Management and Social Science PREPOTIF : Jurnal Kesehatan Masyarakat Journal of Nursing and Public Health (JNPH) Journal of Social Science Jurnal Health Sains Jurnal Pengabdian kepada Masyarakat Nusantara NUCLEUS: Jurnal Sains dan Teknologi Health Publica : Jurnal Kesehatan Masyarakat Jurnal Ilmiah Teunuleh: The International Journal of Social Sciences Co-Value : Jurnal Ekonomi, Koperasi & Kewirausahaan International Journal of Science and Society (IJSOC) Formosa Journal of Science and Technology (FJST) Journal of Comprehensive Science Public Health and Safety International Journal (PHASIJ) Journal of Hospital Management Journal of Social Science Ezra Science Bulletin Influence: International Journal of Science Review Jurnal Medika Nusantara Vitalitas Medis : Jurnal Kesehatan Dan Kedokteran Inovasi Kesehatan Global International Journal of Patient Safety and Quality Jurnal Cinta Nusantara
RATNA INDRAWATI
Universitas Esa Unggul
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Journal : Journal of Multidisciplinary Academic

 1 
Service Quality, Customer Satisfaction, Customer Trust, and Customer Loyalty in Service of Paediatric Polyclinic Over Private H Hospital of East Jakarta, Indonesia Christian Elizar; Ratna Indrawati; Tantri Yanuar Rahmat Syah
Journal of Multidisciplinary Academic Vol 4, No 2 (2020): Science, Engineering and Social Science Series
Publisher : Penerbit Kemala Indonesia

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Abstract

Customer loyalty is considered as an important key to the success and profit of a hospital, so that a decrease in the number of visits from old patients or subscribed patients in the paediatric polyclinic of Private H Hospital is a serious problem. The purpose of this research is to determine the effect of service quality on customer loyalty with customer satisfaction and trust as an intervening variable in the services of a paediatric polyclinic in Private H Hospital. In this study, we used SEM method on 190 respondents to obtain the result. Here, the test results show has met the criteria of Goodness of Fit in which the t-value of service quality to customer satisfaction is 14.71, service quality to customer trust is 16.10, service quality to customer loyalty is 2.16, customer satisfaction to customer loyalty is 0.83, and customer trust to customer loyalty is 3.13. Customer trust significantly mediates the effect of service quality on customer loyalty while customer satisfaction cannot serve as a mediator since about 70% of patients at the paediatric polyclinic of Private H Hospital are National Health Insurance (JKN) members. By maintaining customer trust through the provision of services based on hospital accreditation standards and continuous evaluation, customer loyalty will increase as marked by the re-visit of patients even though there are other paediatric polyclinics offering more, even customers will recommend the paediatric polyclinic of Private H Hospital to other people.
Implementation of Medical and Non-Medical Risk Management Infertility and Gynecology Over Kamala Clinics Yudwi Erisha; Rhian Indradewa; Tantri Yanuar Rahmat Syah; Ratna Indrawati Lestariani
Journal of Multidisciplinary Academic Vol 5, No 1 (2021): Science, Engineering and Social Science Series
Publisher : Penerbit Kemala Indonesia

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KAMALA Clinic is the main clinic which is a network of private clinics that provide fertility and gynecology special health services. KAMALA is under PT. Medika Sehat Utama and have committed to developing fertility and gynaecology clinics as well as offering an In Vitro Fertilization (IVF) program with a guarantee (self-insurance). However, the operation in this clinic requires risk management to protect the clinic from a significant level of risk which is hinder the achievement of Kamala's clinical vision. In achieving optimal service to patients, this clinic carries out of risk identification, risk analysis, and risk evaluation. In order to prevent and minimize the impact of risks on every part of the clinic, the risk management is used on ISO 31000 in 2018. The stages of the ISO 31000 in 2018 process, include communication and consultation, setting context, risk assessment consisting of risk identification, risk analysis and risk evaluation, risk mitigation, monitoring and review as well as recording and reporting. Meanwhile, the risk criteria used in the risk assessment are low, moderate, high and extreme/catastrophic risk. Each risk is managed by the risk owner by conducting a risk register, then assessing the likelihood of risk occurring and assessing the risk impact based on risk criteria. the results of the risk management assessment are carried out as supporting material in decision making in mitigating the impact of risks that occur so that management can improve the effectiveness of risk management implementation.
A Service Quality Review of Medical Record Department In Private Hospital, South Jakarta Eka Widya Rita P.; Ratna Indrawati; Lily Widjaja
Journal of Multidisciplinary Academic Vol 5, No 2 (2021): Science, Engineering and Social Science Series
Publisher : Penerbit Kemala Indonesia

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The medical record is a document containing the patient's identity, history, physical examination, diagnosis, supporting tests and patient treatment. Here, the excellent medical record system service is one of the standard hospital services that function to help the patient care process. Thus, in this study to obtain empirical evidence and field data regarding the input, process, output, and impact in the medical records department at the outpatient installation of a Class-B Private Hospital at South Jakarta. Here, we used the data observation in June-July 2020 using the Mix Method with retrieval technique of Purposive Sampling sample of 72 medical records and 10 medical record staff respondents. The study results shows that the completeness of medical records reached 93.1% with the accuracy of the data around 87.5% and the distribution reached 58.3% with an average distribution time of 11 minutes / medical record. Also, in the effective category, the reliability value was 92%, responsiveness in was 100%, assurance was 100%, and empathy was 100% while tangibles in the less effective category were 67%. Thus, it means that the medical records service system in the outpatient installation at X Private Hospital Class B, South Jakarta, was in an effective category. Further research should be conducted to obtain more in-depth information.
The Effect of Transformational Leadership on Affective Commitments with Job Satisfaction and Organizational Culture as An Intervening Variable Nurhayati Achmad Ratina; Ratna Indrawati Lestariani; Rhian Indradewa; Tantri Yanuar Rahmat Syah
Journal of Multidisciplinary Academic Vol 4, No 6 (2020): Science, Engineering and Social Science Series
Publisher : Penerbit Kemala Indonesia

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This study aims to examine the effect of Transformational Leadership on Job Satisfaction, Organizational Culture, and Affective Commitment. This study will raise the relationship between job satisfaction and affective commitment as a literature gap. The population used in this study over Harapan Mulia Hospital employees around 200 employees. Here, we use 34 question items with a minimum of 34 x 5 or 170 samples. The research design in this study is explanatory research that will prove the causal relationship between the independent variables and the dependent variable. Significant levels and interrelationships between variables were analysed using the structural equation model (SEM) method Testing with structural analysis Lisrel 8.80 and for descriptive analysis using Statistical Package for Social Science (SPSS) version 20.00. The results shows that the application of Transformational Leadership had a positive and significant effect on job satisfaction (T-Statistics = 6,16). These results are in line with several previous studies that explain the impact of transformational leadership on job satisfaction. Furthermore, that there is a positive and significant influence between Transformational Leadership on Organizational Culture (T-Statistics = 5,23), there is a positive and significant effect on Transformational Leadership on Affective Commitment (T-Statistics = 2,98), there is a significant influence between employee satisfaction on affective commitment (T-Statistics = 2,39), there is a significant relationship between organizational culture and affective commitment (T-Statistics = 2,68). This means that the higher application of a company's organizational culture will encourage employees to have a better affective commitment.
Marketing Plan for SILC Lasic Center Ratih Pratiwi; Tantri Yanuar Rahmat Syah; Semerdanta Pusaka; Ratna Indrawati
Journal of Multidisciplinary Academic Vol 3, No 5 (2019): Science, Engineering and Social Science Series
Publisher : Penerbit Kemala Indonesia

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Lasic is a permanent solution to overcome refractive disorders in humans. In Indonesia, the general eye hospital is providing lasic surgery as well as other related procedures. The absence of special clinics that exclusively serve lasic, in addition to the imbalance between the number of patients with refraction disorders who have been treated with lasic surgery and the popular notion that lasic procedures are expensive, offers a business opportunity to open a lasic-specialized clinic which will be named SILC Lasic Center. SILC Lasic Center will offer cost-effective lasic surgery with flexible payment programs while still prioritizing quality and patient safety. In order to introduce and expose SILC Lasic Center so that the community takes notice, there needs to be a proper marketing plan so that the purpose of SILC Lasic Center will be in accordance with its vision and its mission can be achieved.
Work Life Balance, Turnover Intention, And Organizational Commitment in Nursing Employees at X Hospital, Tangerang, Indonesia Muhamad Chudri Wardana; Rina Anindita; Ratna Indrawati
Journal of Multidisciplinary Academic Vol 4, No 4 (2020): Science, Engineering and Social Science Series
Publisher : Penerbit Kemala Indonesia

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Abstract

Work Life Balance was one factors could influence employee’s performance. Conflicts between work and personal life could increase stress levels which could reduce employee morale, causing decreased job satisfaction which triggered employee intentions to leave. Turnover Intention (TI) was often associated with Organizational Commitment (OC) and Work Life Balance (WLB). Study aims to determine the influence of WLB on TI through OC as intervening variable on nursing employees in one private hospital in Tangerang. This causality research with quantitative approach, carried out one stage through the Survey method. The population as well as sample of 79 nurses and midwives as saturated sample. Through path analysis, WLB has significant positive influence on TI. WLB has significant positive influence on OC, OC doesn’t directly influence on TI, WLB and OC together have significant positive influence on TI, and OC isn’t intervening variable between WLB and TI. This situation is assumed due to the demographic factors’ majority young respondents under 25 years old, and high level of need for nurses around hospital. Managerial implications, Hospital management needs to reduce TI with variety of Human Resources management programs, including selective recruitment, creating conducive work atmosphere and identifying other factors that influence the increasing TI.
Patient Identification Impact Towards Patient Safety Laurensia Brigitta Astinawati; Ratna Indrawati; Rokiah Kusumapradja; Endang Ruswanti
Journal of Multidisciplinary Academic Vol 5, No 4 (2021): Science, Engineering and Social Science Series
Publisher : Penerbit Kemala Indonesia

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Abstract

The big issue that was happened in X Hospital particularly in 2018 is mainly related to the patient’s status assessment and effective communication. It focuses on reporting critical laboratory value which can inhibit the follow-up of treatment and patient safety. This research aims to provide empirical evidence of patient identification effect and effective communication of patient safety through the quality of hospital services. A quantitative analytical method with a causality research design was used as the research method. The analysis unit is the inpatient unit in X hospital. In this study, the multinomial logistic analysis and multiple regression were used for data analysis. The results of this research showed that the patient’s identification and effective communication as well as the quality of hospital services were significantly affected to patient safety. In this study, we obtain the patient identification has positively affected and significant on patient safety and quality of hospital services. For the effective communication, which focuses on reporting critical laboratory value, does not affected patient safety and quality of hospital services. Quality of hospital services does not mediate patient safety cause patient’s identification, and effective communication influence directly on patient safety.
Improving Retention of Healthcare Workers At Service Industry Through to Compensation Strategies Maratu Solihah; Ratna Indrawati; Hasyim Hasyim
Journal of Multidisciplinary Academic Vol 5, No 3 (2021): Science, Engineering and Social Science Series (New Update: With DOI index)
Publisher : Penerbit Kemala Indonesia

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Abstract

Low retention of healthcare workers may have a negative impact on the service industry's performance and effectiveness. There are several major factors which caused to low retention of healthcare workers including, compensation provided by industry that does not meet employee expectations, and there is no stipulated compensation for overtime work in the form of incentives or bonuses. In addition, the organizational commitment to the healthcare workers is still considered low, due to the service industry’s operations which have only been running for one year. This study intended to provide empirical evidence of the impact of compensation and motivation on retention of healthcare workers mediated by organizational commitment. The quantitative methods with the type of causality study are used in this study. The data for this study were obtained from the primary data. All healthcare employees with a service time of more than one year were included in the individual analysis. Path analysis was used to analyse the data obtained in this study. The results of the study indicated that compensation, motivation and organizational commitment simultaneously had a positive and significant effect on the retention of healthcare workers with organizational commitment as an intervening variable. Furthermore, compensation and motivation partially had a positive and significant effect on organizational commitment. Moreover, compensation, motivation and organizational commitment contributed to a positive and significant effect on the retention of healthcare workers. Findings of the study indicated that the direct effect of compensation and motivation on the retention of healthcare workers was greater than that mediated by organizational commitment.
Co-Authors Agus Munandar Aida, Mus Alkatiri, Fauzi Ahmad Anastina Tahjoo Andry Andry ANDRY, ANDRY Angela Anjelier Antonius TS Prabowo Aprilita Rina Yanti Eff Asida, Diyah Ayu Aprilia, Citra Caesario Satria Putra, Alfin Castra, Carsiti Nuryadi Christian Elizar Cintya Elvira Purba Cri Sajjana Prajna Wekadigunawan Damayanti, Riastuti Dyah Ayu DARYANTI DARYANTI Desvi Anggrianda Dewi Oktaviani, Dewi Dewi, Nisvi Dian, Wahyu Dian, Wahyuni Edward Dian Suwito Eka Widya Rita P. Endang Ruswanti Endang Ruswanti Endang Ruswanti Feni Endah Trisnawati Fikri Hanif Fitriawati, Rahayu Hardi Pratiwi, Dita Hasyim Hasyim Hasyim Hasyim Hasyim Herey, Peter Herisa Anjani Hosizah Hosizah Imam Santoso Indah Maulina Dewi Indradewa, Rhian Intan Silviana Mustikawati Johanes Johanes, Johanes Kusumapradja, Rokiah Laurensia Brigitta Astinawati lestari, intan ayu Marshella Synthia Mersy Delty Kainama MF. Arrozi Adhikara Muhamad Chudri Wardana Muhammad Fachruddin Arrozi Adhikara Muhammad Ishak Mulyani , Erry Yudhya Mus Aida Nadia Shabrina Amalia Nanda Putra Natsir Nugroho Nofi Erni Nofierni, Nofierni Novadiana, Novadiana Nurhayati Achmad Ratina Nurrohman Hardiansyah Nurrohman, Taupik Palit, Selvyana C. Permatasari, Gilang Peter Herey Pravitasari Pravitasari Pravitasari Prieely, Chyntia Ramadhanil, Ferdy Ratih Pratiwi Rian Adi Pamungkas Rian Adi Pamungkas Riastuti Dyah Ayu Damayanti Riedho Agustian Rina Anindita Rina Mutiara Rosyid, Ainur Rudy Dwi Nyoto, Rudy Dwi Sarantie, Ade Selamat Semerdanta Pusaka Simarmata, Tioma Lusi Septiana Solihah, Maratu Sukmo Hadi Nugroho Sunaryanto, Ketut Susanthy, Adhita Susanti Susanti Susilo Kurniawan Yeo Tahjoo, Anastina Tamon, Oktavian Tantri Yanuar Rahmat Syah Tari Mardiana Thea Tania Triana, Silvi Utami, Luciana Mery Wahyuni Dian Purwati Widjaja, Lily Wijaya, Kalis Satya Yanuar Ramadhan Yoga Satria Widjaya Yudwi Erisha