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All Journal JIMKesmas (Jurnal Ilmiah Mahasiswa Kesehatan Masyarakat) Public Health of Indonesia JURNAL PENDIDIKAN TAMBUSAI Proceedings of the International Conference on Applied Science and Health International Journal of Nursing and Health Services (IJNHS) JISIP: Jurnal Ilmu Sosial dan Pendidikan Journal of Islamic Monetary Economics and Finance Jurnal Manajemen dan Administrasi Rumah Sakit Indonesia (MARSI) Interdental Jurnal Kedokteran Gigi (IJKG) Jurnal Mutu Pangan : Indonesian Journal of Food Quality Health Information : Jurnal Penelitian Malahayati International Journal of Nursing and Health Science Jurnal Ners KESMAS UWIGAMA: Jurnal Kesehatan Masyarakat Jurnal Health Sains Jurnal Kesehatan Tambusai Jurnal Bisnis Mahasiswa PHARMACOLOGY, MEDICAL REPORTS, ORTHOPEDIC, AND ILLNESS DETAILS (COMORBID) Journal of Ageing And Family Jurnal ARSI : Administrasi Rumah Sakit Indonesia Journal of Indonesian Health Policy and Administration Jurnal Ekonomi Kesehatan Indonesia Kesmas: Jurnal Kesehatan Masyarakat Nasional (National Public Health Journal)
Wahyu Sulistiadi
Staf pengajar Departemen Administrasi dan Kebijakan Kesehatan Fakultas Kesehatan Masyarakat Universitas Indonesia,
Agriculture, Biological Sciences & Forestry Arts Humanities Biochemistry, Genetics & Molecular Biology Chemistry Decision Sciences, Operations Research & Management Dentistry Economics, Econometrics & Finance Education Environmental Science Health Professions Law, Crime, Criminology & Criminal Justice Medicine & Pharmacology Neuroscience Nursing Public Health Social Sciences Veterinary Other

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KINERJA RUMAH SAKIT DENGAN PENDEKATAN BALANCED SCORECARD (BSC): STUDI KASUS Nabella, Nabella; Sulistiadi, Wahyu
Jurnal ARSI : Administrasi Rumah Sakit Indonesia
Publisher : UI Scholars Hub

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Abstract

Regional General Hospitals as hospitals owned by local governments must provide the best service for the community, one way to assess the performance of the services provided is to use the Balanced Scorecard (BSC) method where this assessment does not only look at the financial perspective. but other aspects in the provision of health services to patients in hospitals. This study aims to see the results of the application of the use of the Balanced Scorecard (BSC) in the performance analysis of hospitals in Indonesia. This study uses a literature review method. Based on a study conducted by looking at the 3 journals seen, it was found that several targets had not been achieved in the assessment of several existing perspectives. The results obtained that the lack of budget efficiency in existing hospitals, not realizing the planned budget, customer acquisitions that do not increase causing new customers to not increase significantly, not achieving several hospital indicators and lack of productivity of hospital employees. The application of the BSC is very important for health services to assess and see which aspects need to be improved by the RSUD as a provider of health services to patients who receive services, the BSC does not only look at the profitability of the hospital but also customer satisfaction in existing health care facilities.
LITERATUR REVIEW: HOW TO MAINTENANCE VIP Fatimah, Sarah; Sulistiadi, Wahyu
Jurnal ARSI : Administrasi Rumah Sakit Indonesia
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In Marketing analysis, patient is an important stakeholder of the hospital. And VIP patients can be valuable to increased demand. Caring for very important persons (VIPs), including celebrities and royalty, presents medical, organizational, and administrative challenges, often referred to collectively as the “VIP syndrome. The situation often pressures the health care team to bend the rules by which they usually practice medicine. Caring for VIP patients requires innovative solutions so that their VIP status does not adversely affect the care they receive. Caring for very important persons (VIPs), including celebrities and royalty, presents medical, organizational, and administrative challenges, often referred to collectively as the “VIP syndrome”. Literature Review method from relevant database such as Google Scholar search engine until 2018. Total document selected by full text is 6 articles as literature review and total 12 article as references. Nine guiding principles in caring VIP patients is Don’t bend the rules, work as a team, communicate, Carefully manage communication with media, resist chairpersons syndrome, care should occur where it is most appropriate, protect the patients security, be careful about accepting or declining gifts and working with the patient's personal physicians. Particularly when dealing with a VIP, the hospital’s communications or public relations (PR) officer becomes an integral member of the rehabilitation team. Although staff members will always be tempted to treat VIPs in special ways, the temptation should be avoided. The needs and problems of our patients, not their status or influence, should drive our response to them in the ED. VIP patients need treat more respectfully, see them more quickly, and pay more attention to them.
Pengaruh Bauran Pemasaran terhadap Kepuasan Pasien yang diperoleh dari Tingkat Kunjungan Pasien ke Rumah Sakit: Literature Review Safi’i, Akhmad; Sulistiadi, Wahyu
Jurnal ARSI : Administrasi Rumah Sakit Indonesia
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Efforts to satisfy consumer needs are carried out by every company with various strategies and methods with the hope that consumers will be satisfied and will make repeat purchases. If a consumer has turned into a loyal customer because his satisfaction is fulfilled, then the consumer will not switch to other similar company products or services. In the context of a hospital as well, people will selectively choose a hospital that they consider satisfied with hospital services and the impact on loyalty obtained from increased patient visits. This article aims to determine the effect of the marketing mix on patient satisfaction obtained from the level of hospital patient visits. This study uses a literature review method through the Google Schoolar database source. Search literature from the Google Scholar database source using the keywords "marketing mix" AND "Patient Visits" AND "Hospitals". Initial identification found 14 articles on Google Scholar. Then we did a screening related to relevance, after being screened according to the inclusion criteria, only 9. Then after going through the full article screening process and the eligibility of the 6 articles there were 6 articles that matched. From the six articles reviewed, four articles (83%) stated that the marketing mix had a significant effect on patient satisfaction obtained from patient visits to the hospital.
Marketing Mix Vs Loyalitas Pasien: Studi Literatur Junaidi, M. Andri; Sulistiadi, Wahyu
Jurnal ARSI : Administrasi Rumah Sakit Indonesia
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Marketing is the entire activity and process of making, communicating, delivering, offering something feasible for customers, clients, co-workers and society in general. The relationship with the hospital, because the hospital is classified as a semi-business organization. Hospitals must use marketing to face all the problems that exist and take all opportunities in order to survive, one of which is the marketing mix. The method used in this paper is a literature review using PRISMA. This resulted in 13 journals, both domestic and foreign. The marketing mix is needed as a way of marketing the hospital. From the search results, it was found that the components of the marketing mix consist of: product (product), place (location), price (price), promotion (promotion), people (people associated with services), process (service process), and physical evidence (physical evidence) has an effect on patient loyalty to the hospital. Although the single component has no effect on patient loyalty, from all the journals reviewed here, simultaneously all components of the marketing mix have a significant effect on patient loyalty after the Annova (F) test is performed.
Business Development of Dental Services Marketing in Hospital: A Systematic Review Ekasari, Ferti Dwi; Sulistiadi, Wahyu
Jurnal ARSI : Administrasi Rumah Sakit Indonesia
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One of the health services in the hospital is dental and oral health care. Hospitals must establish a good marketing strategy for their organizations in an effort to continue to improve or maintain the expected position. Based on the above, it is necessary to know what efforts can be made by dental outpatient clinics in developing marketing of dental and oral health services in dental clinics in hospitals to increase patient visits to hospital dental clinics. This study use Systematic Review with PRISMA method retrieved from online database such as ProQuest, willy online, J Store, Scopus and Google Schoolars using a keyword “Dental services", "Dental marketing", "Marketing mix" and "Hospitals". The end of this search got 8 journals. Based on the results of research in several journals it was found that there were many ways to market dental polyclinics in hospitals. starting from strategic planning in setting up a dental polyclinic in a hospital it must be well planned. So that the investment or business that will be run can be successful, then beforehand it is necessary to do the right competitive strategy. An increase in patient visits at the hospital dental clinic can be done with one of the 3.0 marketing approaches. The components like physical evidence, people, and process were mixed to the form of the Service Marketing Mix. Marketing media can be done directly or by utilizing information media that can be accessed by many people online. Marketing efforts must also be in accordance with the law and medical ethics. Business development of dental services must be carried out and in accordance with a good marketing strategy. Good dental marketing will increase patient visits at the hospital.
Pengaruh Pelaksanaan CODE STEMI Terhadap Strategi Pemasaran RSUPN Dr Cipto Mangunkusumo Ginanjar, Eka; Sjaaf, Amal Chalik; Sulistiadi, Wahyu
Jurnal ARSI : Administrasi Rumah Sakit Indonesia
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Nowadays, the competition in the hospital industry business is getting tougher. For this reason, hospitals are required to have innovations and strategies to attract patients. One of the necessary things to encourage patients to come to the hospital is a good hospital marketing strategy. This research aims to identify the impact of CODE STEMI program on the marketing strategy of the Cipto Mangunkusumo National General Hospital. This research uses quantitative methods by tracking medical records and administrative documents, as well as qualitative methods by observation and in-depth interviews. The results showed a decrease in mortality, MACE, door to balloon time, total cost, and length of stay after the implementation of the CODE STEMI program. These results have a good impact on the product marketing mix, such as price, distribution, people, processes, and physical facilities. Patients are satisfied with the services provided, and the number of STEMI patients coming to the hospital has increased since the implementation of the CODE STEMI program. Based on these results, it was concluded that the CODE STEMI program had a positive impact on the marketing strategy of RSUPN Dr. Cipto Mangunkusumo. Nowadays, the competition in the hospital industry business is getting tougher. For this reason, hospitals are required to have innovations and strategies to attract patients. One of the necessary things to encourage patients to come to the hospital is a good hospital marketing strategy. This research aims to identify the impact of CODE STEMI program on the marketing strategy of the Cipto Mangunkusumo National General Hospital. This research uses quantitative methods by tracking medical records and administrative documents, as well as qualitative methods by observation and in-depth interviews. The results showed a decrease in mortality, MACE, door to balloon time, total cost, and length of stay after the implementation of the CODE STEMI program. These results have a good impact on the product marketing mix, such as price, distribution, people, processes, and physical facilities. Patients are satisfied with the services provided, and the number of STEMI patients coming to the hospital has increased since the implementation of the CODE STEMI program. Based on these results, it was concluded that the CODE STEMI program had a positive impact on the marketing strategy of RSUPN Dr. Cipto Mangunkusumo.
Analysis of Marketing Mix Element Affecting Medical Tourism Natalia, Tiara Edithia; Sulistiadi, Wahyu
Jurnal ARSI : Administrasi Rumah Sakit Indonesia
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Medical tourism sector, for third world nowadays, is a multifactorial sector that has slowly risen to the point of becoming one of the industries that produces income and pretty competitive in the world, and also has been considered as sophisticated tourism in modern field. This study aims to investigate the elements of the marketing mix and other factors that influence medical tourism. Preferred Reporting Items for Systematic Reviews and Meta Analyses (PRISMA) was used in this study From 11 articles reviewed, it’s found that almost all of the marketing mix element were related to medical tourism in a country. Some of the articles stated that factors like product offered, price, place, and promotion were related to medical tourism in a country. The conclusion from this study is that marketing mix element in general and other factors like regulations, number and skills of medical staffs and health services affected medical tourism significantly.
Srategi Pemasaran RSUD Prof. Dr. H.M. Chatib Quzwain Sarolangun Jambi Tahun 2018 Bajri, Ahmad; Sulistiadi, Wahyu
Jurnal ARSI : Administrasi Rumah Sakit Indonesia
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Undang-Undang No.36/2009 Pasal 34 Ayat 2 states that the community has the right to obtain health protection from the state. In order to regulate comprehensive health protection for the community, the government requires all hospitals, both government and private hospitals to take part in the National Health Insurance / JKN Program. In this regard, the General Hospital of Prof. Dr. H.M. Chatib Quzwain is a class C regional hospital that has only been operating since 2008, so there are still many shortcomings and limitations, especially in the field of services and supporting facilities. Knowing this, efforts have been made to add facilities by the regional government from year to year, such as the addition of the number of specialist doctors and the addition of specialist poly services. Now, RSUD Prof.Dr.H.M. Chatib Quzwain has a BLUD status, so hospitals can use and manage funds obtained from services independently. Then, a problem that has yet to be overcome has emerged, namely a shortage of specialist doctors. This shortage caused the hospital to cause a decrease in the number of patients because patients had to be referred to hospitals that were more fully equipped with specialist doctors and supporting facilities, such as Siloam Hospital, Raden Mataher Hospital, Dr. Hospital. Bratanata, and Mayang Medical Center Hospital. With the reduction in the number of patients served in Chatib Quzwain Sarolangun General Hospital, automatically, hospital revenues also decrease, as well as operational financing capabilities. Therefore, Prof. RSUD Dr. H.M. Chatib Quzwain must arrange a marketing strategy to maintain and increase the number of patients visiting for the smooth operation of the hospital. Based on this research, it is known that innovation drives productivity in the nonprofit sector and in the commercial sector. The biggest progress came not from additional improvements in efficiency, but from new and better approaches.
Srategi Bauran Pemasaran Pelayanan Kesehatan RSD Kol. Abundjani Bangko di Era Jaminan Kesehatan Nasional (JKN) Arismen, Arismen; Sulistiadi, Wahyu; Sjaaf, Amal Chalik
Jurnal ARSI : Administrasi Rumah Sakit Indonesia
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The policy developed by the government in the form of a National Health Insurance (JKN) program whose funding is managed by the BPJS, must be supported by all health service facilities both government and private. RSD Kol. Abundjani Bangko is a regional hospital belonging to the Merangin District Government that has collaborated with BPJS to serve BPJS participants in the health services sector in 2014. In the course of the increase there have been an increase in the number of BPJS participants who have been referred and treated to RSD Kol. Abundjani Bangko. The increase in patient visits on the one hand was pleasing to management and on the other hand raised concerns for the management of RSD Kol. Abundjani Bangko. This concern arose since the budget deficit managed by the BPJS, resulting in delays in disbursing claims for patient services to BPJS participants and this affected the operations of hospitals in giving and maintaining the quality of health services. To ensure the operation of health services in hospitals, management must have a marketing strategy in the BPJS era so that hospitals can continue to provide services and not cause complaints from customers or patients. This study tries to describe the marketing strategy with the marketing mix pattern that includes 7P (product, price, promotion, place, people, process, and physical facility). The purpose of this study was to see an overview of the application of the marketing strategy by means of the marketing mix (marketing mix) of the health services of RSD Kol.Abundjani Bangko era BPJS. The research results obtained are with the marketing mix strategy. RSD Kol. Abundjani Bangko can still provide quality services to patients with conditions in the era BPJS that have a budget deficit
DAMPAK MARKETING MIX “PHYSICAL ENVIRONMENT” TERHADAP KEPUASAAN PASIEN RUMAH SAKIT: LITERATURE REVIEW Safi’i, Akhmad; Nugroho, Bagus; Kirana, Irin; Muhammadi, Muhammadi; Kamaluddin, Rachmat; Damanik, Regina Destrina; Sulistiadi, Wahyu
Jurnal ARSI : Administrasi Rumah Sakit Indonesia
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Marketing mix strategy is a necessary strategy in service organizations to ensure successful performance. One of the successful performance is measured by patient satisfaction. Patient satisfaction is considered as one of the most important predictors when measuring outcomes and quality of services provided by health facilities. From patient satisfaction obtained loyalty, patient compliance, and has a direct impact on hospital income. This article is built with a literature review obtained from a search database from pubmed and google scholar using the keywords "marketing mix" AND "hospital" AND "impact". The included articles explain the relationship between the marketing mix, especially the physical environment, and patient satisfaction. From 258 articles found 5 relevant articles. 4 articles (80%) used a cross sectional study design and 1 article (20%) used a survey. All articles come from the Asian region, 3 from Indonesia (60%), the rest each from Iran and Saudi Arabia. 4 articles describe the marketing mix of product variables, people or officers, physical evidence, prices, and promotions that affect patient satisfaction. 1 article tells that the marketing mix has not been maximally implemented in government hospitals compared to private hospitals. Based on the analysis of previous studies, it can be concluded that the marketing mix is important and has a significant effect on patient satisfaction.
Co-Authors Abriani, Fanny Annisa Al Asyary Arbitera, Cahya Ardiani, Revy Arismen Arismen Astriana Astriana, Astriana Azis, Sri Juniarti Badra Al Aufa Bajri, Ahmad Bantolo, Suryo Bawazier, Nisma Boy Muchlis Bachtiar Damanik, Regina Destrina Damput, Fransiska Satriani Dewajanti, Hanny Dumilah Ayuningtyas Eka Ginanjar ekasari, ferti dwi Embu, Yoseph Kea Endah Lestari Endang Winiati Bachtiar Evi Martha Fatimah, Sarah Gustik, Vellyana Gustina, Ira Hamzah, Aries Hardjanti, Amalia Ari Jati, Prasetyaning Junaidi, M. Andri Kamaluddin, Rachmat Kirana, Irin Koire, Ibrahim Isa Leawaty, Leawaty Liusono, Justinus Lova, Lovia Lubis, Ivan Reynaldo MALA HAYATI, MALA Mangoma, Joyce Manik, Irfan Rohot Uli Mayansari, Addinda Intan Melissa, Hilda Mochamad Iqbal Nurmansyah Muannisa, Naila Falichatul Muchtar muchtar Muhammad Tsany Saadi Muhammadi, Muhammadi Mulyanti Mulyanti nabella, nabella Nanda, Esi Daktari Nanny Harmani Natalia, Tiara Edithia Nova, Narizma Novolino, Novalino Nugroho, Bagus Paramita, Bunga Listia Permanasari, Vetty Yulianty Pertiwi, Revita Anisa Primasari, Elsa Putri, Rizkha Nadha Hasrizal Putrie Sesunan, Rheine Indira Rahmadini, Indah Mustika Rahmawati, Layli Ratna Ramadhani Refyan, Sarah Athiyyahmaulidya Rita Kumalasari Riupassa, Kelvin Safi’i, Akhmad Salimah, Nahda Sari, Noormaya Setyaningsih, Tyas Shameela, Alika Sjaaf, Amal Chalik SRI RAHAYU Suwandi, Indah Pratiwi Syiroj, Agung T R Taufik, Nadya Aviliyani Tjen Dravinne Winata Veruswati, Meita Widyasanti, Nisrina Wijaya, Andreas Yuliana S, Rina Zuhdi, Nadya Adina