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All Journal Jurnal Kedokteran Brawijaya JAM : Jurnal Aplikasi Manajemen Jurnal Ilmiah Kesehatan Rustida Journal of Ageing And Family JMMR (Jurnal Medicoeticolegal dan Manajemen Rumah Sakit)
Kurnia Widyaningrum
Hospital Management Masters Degree Program, Faculty Of Medicine, Universitas Brawijaya, Malang, Indonesia
Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Health Professions Medicine & Pharmacology Neuroscience Nursing Public Health

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Why Do Inpatient Visits Decrease during the Covid-19 Pandemic? A Case Study in Hospital, Malang Regency Lukito, Anggun Agatha Cristy; Widyaningrum, Kurnia
Jurnal Kedokteran Brawijaya Vol. 31 Supplement 2 (2021)
Publisher : Fakultas Kedokteran Universitas Brawijaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21776/ub.jkb.2021.031.02.3s

Abstract

The Covid-19 pandemic has caused a decreasing number of non-Covid-19 inpatient visits in almost all hospitals, including the hospital where the study was conducted, which experienced decreasing Bed Occupancy Rate (BOR) up to 35.5%. This study aimed to identify the factors causing the decrease in the number of inpatients at the hospital. The research was conducted using a case study approach at a type D hospital in Malang Regency. Data was collected through a Focus Group Discussion (FGD) analyzed using a Fishbone Diagram combined with 5 whys and triangulation using secondary data and surveys. FGD respondents determined were eight respondents consisting of the Head of Inpatient Room, the Coordinator of Inpatient Room, the Coordinator of Outpatient, the Head of the Public Relations and Marketing Unit, and the Coordinator of the Admission Department. The results show that the causes can originate from human, method, market, and environmental aspects. Distrust in hospitals is caused by negative stigmatization and instructions to delay hospital services and communication barriers due to media as a consequence of implementing health protocols.
Why the Emergency Department Visit Decreased during the Covid-19 Pandemic? Case Study in Hospital, Malang Regency Kusumawati, Anita Mardiana; Widyaningrum, Kurnia
Jurnal Kedokteran Brawijaya Vol. 31 Supplement 2 (2021)
Publisher : Fakultas Kedokteran Universitas Brawijaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21776/ub.jkb.2021.031.02.5s

Abstract

During the 2020 Covid-19 pandemic, emergency department experienced a drastic decreasing visit that could disrupt hospital financing. This study was conducted to identify the root cause of the declining ED visit. The study was conducted descriptively from FGD involving eight selected respondents, surveys on 83 patients regarding service perceptions and satisfaction, as well as secondary data on visits and requests of discharge against medical advice. The results showed that the decreasing visit was due to the patient's refusal on treatment in the isolation room, the staff's skills to provide communication and education, and the potential of cooperation termination from partners. Those refusals were due to the patient's perception of hospital services and the differences in patient needs on health protocols resulted from the lack of individual and organizational communication. Hospitals need to build staff's skills in communication and education as well as intensive communication strategies with partners to communicate policies and service system changes so that trust and a positive image are built.
Difference Of Community Assessment and Perception Marketing Mix (7P) on Service Satisfaction in UNISMA Hospital Malang Ratna Sari, Dwi; Widyaningrum, Kurnia; Wahyu Sarwiyata, Tri
Journal of Ageing And Family Vol 3, No 1 (2023): Journal of Ageing And Family
Publisher : Lembaga Penelitian dan Pengabdian Masyarakat (LPPM Universitas Respati Indonesia)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.52643/joaf.v3i1.4154

Abstract

Globalization has a big impact on the development of the business world and opportunities for institutions engaged in services. Hospitals are required to find new marketing ideas/strategies in maintaining their existence and improving the quality of services for the creation of patient satisfaction. The lack of promotion of superior hospital products (50%) and the low results of patient satisfaction surveys for services (30%) indicate the need to improve aspects of the marketing mix at Unisma Hospital in Malang. This study aims to analyze public perceptions of the marketing mix (7P) in service satisfaction at Unisma Malang Hospital. This study is in the form of a survey (cross sectional study approach) with 85 respondents selected using the accidental sampling method. The data collection method was carried out through interviews and using a service satisfaction questionnaire containing a marketing mix (7P) component. The results showed that of the 7 aspects of marketing mix there were 2 dominant aspects and there was a need for improvement, namely the promotion aspect where 41 chose the lack of activities made by RSI Unisma as the promotion of RSI Unisma and the process aspect where as many as 54 chose the lack of speed and accuracy of the service. Therefore, based on these problems, it is necessary to improve the hospital marketing strategy and improve the quality of service. The solution to this problem is to promote activities that are under the auspices of the Nahdlatul Ulama as an effort to promote and review services, processes and procedures. Keywords: Perception, Marketing Mix, Patient Satisfaction
ANALYSIS OF THE INFLUENCE OF EXCELLENT SERVICE TRAINING ON INPATIENT SATISFACTION IN RSIA PURI BUNDA MALANG Widyaningrum, Kurnia; Ahsan, Ahsan
Jurnal Aplikasi Manajemen Vol. 15 No. 2 (2017)
Publisher : Universitas Brawijaya, Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (58.885 KB) | DOI: 10.21776/ub.jam.2017.015.02.18

Abstract

Increasing the number of patients and hospital performance improvement should be accompanied by improved quality of service. With good quality care, the patient satisfaction will increase and will come back to use the service. Preliminary studies indicate that a decline in the level of patient satisfaction in inpatient units RSIA Puri Bunda. The purpose of this study was to determine differences in patient satisfaction before and after giving excellent service training as well as explore factors that influence service quality of patient satisfaction. This research method is the pre-post quasi-experimental design. Respondents are patients in inpatient units RSIA Puri Bunda who underwent treatment at least 2 days. Total respondents 181 people. The results showed that there was a difference in the satisfaction averages 3.86 P0, P1 and P2 4.29 4.06. Through Mann Whitney test found significant differences in the groups P1 and P2 in the variable product quality with sig 0,010 and emotional factors with sig 0.005. Advice to the management of the hospital is to conduct continuous training in order to reach the expected results.
THE EFFECT OF OUTPATIENT PHARMACEUTICAL SERVICE QUALITY ON PATIENT LOYALTY THROUGH PATIENT SATISFACTION OF KARSA HUSADA GENERAL HOSPITAL BATU Insani, Septa Dwi; Hakim, Lukman; Widyaningrum, Kurnia
Jurnal Aplikasi Manajemen Vol. 15 No. 4 (2017)
Publisher : Universitas Brawijaya, Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (101.609 KB) | DOI: 10.21776/ub.jam2017.015.04.08

Abstract

Pharmacy Department an important role in the hospital service because almost 80% of patients will have medical prescription. However, the pharmacy department in this hospital has a different between the standard which have been set by the Government and the implementation of pharmacy service. Furthermore, after the intervention applied, it showed the decreased number of waiting time for medicine and also this decline has influence the patient satisfaction. In Karsa Husada general hospital the percentage of patient satisfaction is about 68.50% and the patients who satisfy with the service said that they will visit the hospital again. The purpose of this research is to find out whether the quality improvement of outpatients pharmacy service influence the patient loyalty through patient satisfaction. The method of this research was quantitative research with observational analytical study and used the cross sectional as the approach. The population of this research is about 1.143 patients who have been received outpatient pharmacy service, meanwhile the sample is about 89 patients who are not using insurance. The data analyzed using PLS which using SMART PLS program. Based on the result, it showed that the quality improvement of pharmacy service has positive effect and also significant towards patient satisfaction. However, the result showed that the quality improvement of pharmacy service and patient satisfaction has positive effect but not significant towards patient loyalty, then it also showed that the quality improvement of pharmacy service has positive effects but not significant towards patient loyalty through patient satisfaction in Pharmacy Department on Karsa Husada general hospital. Suggestions that can be given to the hospital that is to keep facilities and do strategy to prevent medicine void.
Co-Authors Ahsan Ahsan Andriyani Hamzah Andriyani Hamzah Anggraeni, Siti Asiyah Arundina, Arsy Dwi Ratna Sari, Dwi Ratna Erich Hudisusanto Hamzah, Andriyani Harjanti Harjanti Harjanti Harjanti Harjanti, Harjanti Hartojo Hartojo, Hartojo Hidayat, M. Kuntadi Syamsul Hidayat, M. Kuntadi Syamsul Ika Rahayu Susanti Ika Rahayu Susanti Ika Shanti Rosalina Insani, Septa Dwi Kusumawati, Anita Mardiana Lukito, Anggun Agatha Cristy Lukman Hakim M. Kuntadi Syamsul Hidayat Mansur, Muhammad MUHAMMAD MANSUR Muhammad Mansur Navis Yuliansyah Navis Yuliansyah Rahmawati, Triwahyuning Ratna Sari, Dwi Rosalina, Ika Shanti Rosalina, Ika Shanti Siti Asiyah Anggraeni Siti Asiyah Anggraeni Susanti, Ika Rahayu Tatong Harijanto, Tatong Tita Hariyanti Tri Wahyu Sarwiyata Wahyu Sarwiyata, Tri Youandi, Abdi Agus Yuliansyah, Navis Yuliansyah, Navis