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Peran Serviscape dalam Membangun Citra Rumah Sakit: Studi pada Unit Rawat Inap RSUD Lamaddukkelleng Sengkang Andi Mikhrunnisai; Anugerah Yanuar Azis; A.Nur Azizah; Nur Fadilah Fitra
Journal Research of Health Administration and Public Health (JRHAPH) Vol. 2 No. 1 (2026): Journal Research of Health Administration and Public Health (JRHAPH)
Publisher : Lentera Pena Cendekia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.0425/h4n3j988

Servicescape, or the physical environment of a hospital, is an important factor that can shape patients' perceptions of the image of a healthcare institution. A clean, comfortable, well-organized environment supported by adequate facilities has the potential to enhance patients' trust in the hospital. This study aimed to determine the relationship between servicescape and hospital image in the Inpatient Unit of Lamaddukkelleng Regional General Hospital, Sengkang. A cross-sectional study design was employed using a proportional stratified random sampling technique. The study sample consisted of 100 respondents selected from a population of 14,204 patients. Data were collected using a structured questionnaire and analyzed through univariate and bivariate analyses using the Chi-Square test. The results showed that 68 respondents (68.0%) rated the servicescape as adequate, while 32 respondents (32.0%) rated it as inadequate. A total of 72 respondents (72.0%) had a positive perception of the hospital image, whereas 28 respondents (28.0%) had a negative perception. Among respondents who rated the servicescape as adequate, 54 (79.4%) had a positive perception of the hospital image, while only 18 respondents (56.3%) in the inadequate servicescape group had a positive perception. The Chi-Square test yielded a p-value of 0.030 (p < 0.05), indicating a significant relationship between servicescape and hospital image. It can be concluded that a well-maintained physical environment plays an important role in building a positive hospital image. Hospital management should continuously improve cleanliness, facility adequacy, room comfort, lighting, and environmental layout to strengthen patients' trust and positive perceptions of hospital services. Improving servicescape quality is expected to enhance patient experience, loyalty, and hospital competitiveness in healthcare delivery.

Effectiveness of the National Health Insurance (JKN) Policy in Improving Access and Quality of Health Services: A Literature Study Muh Arfah; A Nur Azizah; Sukmawati Sukmawati; Muhammad Ikram
Jurnal Pengelolaan Kesehatan Berkelanjutan berbasis Kearifan Lokal Vol. 1 No. 2 (2026): Jurnal Pengelolaan Kesehatan Berkelanjutan Berbasis Kearifan Lokal
Publisher : Universitas Cahaya Prima

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.65943/p7m4s949

Indonesia’s National Health Insurance (Jaminan Kesehatan Nasional/ JKN) has become a major policy instrument in expanding healthcare access and supporting the achievement of Universal Health Coverage (UHC). This study aims to analyze the effectiveness of JKN in improving healthcare access and service quality through a literature review approach. Articles published between 2020–2025 were identified from relevant academic sources. A total of 48 articles were initially identified. After duplicate removal and title–abstract screening, 27 articles remained. Following full-text assessment based on the inclusion and exclusion criteria, 5 articles were finally selected for analysis. The findings indicate that JKN has significantly increased healthcare utilization, reduced financial barriers, and accelerated Indonesia’s progress toward UHC. However, disparities in healthcare utilization, regional access, and service quality remain important challenges. Strategic purchasing reforms through Performance-Based Capitation (KBK) have contributed to improving provider performance, while digital transformation through Mobile JKN has enhanced administrative efficiency and user satisfaction. Nevertheless, the effectiveness of these reforms depends on infrastructure readiness, human resource capacity, and monitoring systems. The novelty of this study lies in presenting an integrated perspective linking healthcare access, quality of care, strategic purchasing, and digital transformation in evaluating JKN effectiveness. In conclusion, JKN has demonstrated measurable progress in expanding access, but strengthening financing sustainability, provider capacity, monitoring systems, and equitable digital innovation remains essential to ensure that broader access consistently leads to high-quality health outcomes.

Hubungan Accessibility dengan Citra Rumah Sakit di Ruang Rawat Inap RSUD Lamaddukkelleng Sengkang Andi Mikhrunnisai; A Nur Azizah; Khaeriah B; Ruslang Ruslang; Nurdiana Nurdiana
Journal Research of Health Administration and Public Health (JRHAPH) Vol. 1 No. 1 (2025): Journal Research of Health Administration and Public Health (JRHAPH)
Publisher : Lentera Pena Cendekia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.0425/v4dh4c44

The image of a hospital reflects the public's perception of the quality of services provided by a healthcare institution. This perception is shaped by various factors, one of which is accessibility. Easy and adequate access such as a strategic location, available transportation, and convenience in obtaining services is believed to enhance patient satisfaction and contribute to a positive image of the hospital. This study aims to determine the relationship between accessibility and hospital image among inpatient service users at RSUD Lamaddukkelleng Sengkang. This research employed a quantitative design with a cross-sectional approach. A total of 100 respondents were selected from a population of 14,204 inpatients using proportional stratified random sampling. Inclusion criteria included patients who were hospitalized for more than 2×24 hours, were conscious, able to be interviewed, and for children, accompanied by a parent or legal guardian. Data were collected using a structured questionnaire and analyzed using the Chi-Square test with the assistance of SPSS version 16. The results showed that 73% of respondents rated hospital accessibility as adequate, and 72% perceived the hospital image as positive. The statistical analysis yielded a p-value of 0.000, indicating a significant relationship between accessibility and hospital image. Therefore, the better the patient's access to hospital services, the more positive the hospital's image in the public's perception.

Persepsi Pasien Umum terhadap Biaya Perawatan di RS Hikmah Citra Medika Sengkang A Nur Azizah; Idarwati Mustafa; Eka Wulansari; Iswi Ramadhani B
Journal Research of Health Administration and Public Health (JRHAPH) Vol. 1 No. 1 (2025): Journal Research of Health Administration and Public Health (JRHAPH)
Publisher : Lentera Pena Cendekia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.0425/3pfd2w88

Patient perception of healthcare costs in hospitals is a key factor influencing patient satisfaction. Hospitals that can provide clear cost information and quality medical services are more likely to gain patients' trust, which in turn contributes to higher patient satisfaction with the costs they incur. This study aims to explore the general patient perception of healthcare costs at RS Hikmah Citra Medika Sengkang. The study used a qualitative approach with a phenomenological design. Data were collected through in-depth interviews with 10 inpatients during March-April 2025. Participants were selected through purposive sampling, and data analysis was conducted using the Colaizzi method. The results show that cost transparency, the quality of healthcare services, and comfort during treatment are the main factors influencing patient perceptions of the costs they pay. Patients feel more comfortable when they receive transparent cost information before treatment, which allows them to financially prepare. Additionally, the quality of medical services provided by healthcare professionals and hospital facilities also plays a significant role in shaping positive perceptions of costs. The safety and comfort during treatment, related to the hospital's facilities and atmosphere, also affect patient satisfaction with the costs incurred. This study concludes that cost transparency and high-quality service are crucial for building patient trust and improving satisfaction with the incurred healthcare costs. Hospitals need to continue enhancing information transparency and service quality to maintain positive patient perceptions of healthcare costs.

Korelasi Layanan Pemulihan dengan Citra Rumah Sakit di Ruang Rawat Inap RSUD Lamaddukkelleng Sengkang Andi Mikhrunnisai; Anugerah Yanuar Azis; A. Nur Azizah; Nur Fadilah Fitrah
Journal Research of Health Administration and Public Health (JRHAPH) Vol. 1 No. 2 (2025): Journal Research of Health Administration and Public Health (JRHAPH)
Publisher : Lentera Pena Cendekia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.0425/mnsd4a28

In modern hospital management, the relationship between service recovery and hospital image is a strategically crucial aspect for maintaining institutional credibility. RSUD Lamaddukkelleng Sengkang faces challenges related to the effectiveness of communication and inconsistent complaint handling, which potentially influence patients’ perceptions. This study aimed to examine the correlation between service recovery and hospital image in the inpatient wards of RSUD Lamaddukkelleng Sengkang. A cross-sectional approach was employed, using proportional stratified random sampling with 100 respondents drawn from a total patient population of 14,204. Inclusion criteria included patients who had undergone a minimum of 2 × 24 hours of inpatient care and were in a conscious state. Data were collected through questionnaires and analyzed using the Chi-Square test with SPSS version 16. The results indicated that the majority of respondents rated service recovery as adequate (62.0%) and hospital image as positive (72.0%). Bivariate analysis revealed a significant relationship between service recovery and hospital image. Most respondents (56.0%) who rated service recovery as adequate also provided a positive assessment of the hospital image. These findings confirm that the quality of service recovery plays a critical role in shaping the institution’s reputation. Effective service recovery not only addresses complaints but also rebuilds patients’ trust and loyalty. Strategies such as improving human resource competencies, developing integrated management information systems for rapid response, and maintaining the quality of the hospital’s physical environment are necessary to sustainably strengthen the hospital’s positive image.

Persepsi Pasien terhadap Efektivitas Program Jaminan Kesehatan Nasional (JKN) di Rumah Sakit Hikmah Citra Medika Sengkang: Studi Kualitatif A. Nur Azizah; Idarwati Mustafa
Journal Research of Health Administration and Public Health (JRHAPH) Vol. 1 No. 2 (2025): Journal Research of Health Administration and Public Health (JRHAPH)
Publisher : Lentera Pena Cendekia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.0425/e10xx345

Achieving Universal Health Coverage (UHC) through the Jaminan Kesehatan Nasional (JKN) program is a priority of the Indonesian government to ensure affordable access to healthcare services. Although membership coverage has increased significantly, evaluation based on patients’ real experiences remains crucial to identify implementation barriers in practice. This study aimed to explore patients’ perceptions of the effectiveness of the JKN program at RS Hikmah Citra MedikaSengkang. This study employed a qualitative approach with a phenomenological design. Data were collected through in-depth interviews with 15 BPJS Kesehatan patients who were hospitalized in October 2025 at RS Hikmah Citra Medika. Participants were selected using purposive sampling, and data analysis was conducted using the Paul Colaizzi method. The analysis generated five main themes: (1) improved healthcare accessibility despite waiting time constraints; (2) significant financial protection, although out-of-pocket expenses were still reported for non-medical needs or certain medications; (3) responsive and patient-centered medical service quality; (4) administrative procedures perceived as clear yet complex, particularly in referral pathways; and (5) perceptions of equitable care in medical treatment but differences in supporting facilities. Overall, the JKN program at RS Hikmah Citra Medika was perceived positively in terms of access and financial protection. However, program effectiveness remains limited by administrative barriers, waiting times, and perceived disparities in facility equity. These findings indicate the need for systemic improvements, particularly in simplifying bureaucratic processes and aligning service standards to ensure the realization of social justice principles for all participants.

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