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All Journal Terang: Jurnal Kajian Ilmu Sosial, Politik dan Hukum International Journal of Social Science and Humanity
Dian Feriswara
Unknown Affiliation
Humanities Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Social Sciences

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Collaborative Governance in Strengthening Hospital Environmental Security: The Phenomenon of Overcrowding of Visitors at Kaimana Hospital Hasnah Tapa; Ika Devi Pramudiana; Dian Feriswara; Feri Ramadhan
Terang : Jurnal Kajian Ilmu Sosial, Politik dan Hukum Vol. 2 No. 2 (2025): Juni : Terang : Jurnal Kajian Ilmu Sosial, Politik dan Hukum
Publisher : Asosiasi Peneliti dan Pengajar Ilmu Hukum Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62383/terang.v2i2.1108

Abstract

This study analyzes the application of collaborative governance in overcoming the phenomenon of overcrowding of visitors and its impact on environmental security at Kaimana Hospital, West Papua. The background of the research is based on the imbalance in the capacity of hospital infrastructure (serving 65,490 people) with the high number of visits, exacerbated by the habit of the community transporting patients en masse and the massive use of JKN services. The descriptive qualitative method is used with data collection techniques through semi-structured interviews, observations, and visual documentation. The analysis refers to the theory of Ansell and Gash (2008) which includes starting conditions, institutional design, facilitative leadership, collaborative process, and outcome. The results of the study show that efforts such as limiting visiting hours and the construction of halfway houses are not optimal due to less participatory policy design, lack of structured dialogue between stakeholders, and top-down leadership. Overcrowding is triggered by narrow waiting rooms, limited facilities, and the disintegration of the queue system. Despite collaborative initiatives, the results are still partial due to weak cross-sector coordination and low community participation. Strategic suggestions include infrastructure improvement, the development of an integrated digital queuing system, intensive socialization, and the formation of collaborative teams across sectors (RSUD, government, TNI/POLRI, and the community). Conflict management training, periodic evaluation, and participatory leadership approaches are also needed to create sustainable service transformation. This study emphasizes that inclusive and transparent collaboration is the key to overcoming overcrowding and strengthening the safety of the hospital environment.
Analysis of the Quality of Registration Counter Services Based on the SERVQUAL Model (Case Study at Kaimana Hospital) Hasnah Tapa; Ika Devi Pramudiana; Dian Feriswara; Feri Ramadhan
International Journal of Social Science and Humanity Vol. 2 No. 2 (2025): June : International Journal of Social Science and Humanity
Publisher : Asosiasi Penelitian dan Pengajar Ilmu Sosial Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62951/ijss.v2i2.374

Abstract

Registration counter services as the main gateway for patient interaction with hospitals play a crucial role in shaping public perception of the quality of health services. However, Kaimana Hospital faces challenges such as long queues, limited physical facilities, and reliance on coordination between units, which have the potential to reduce patient satisfaction. This study aims to analyze the gap between patients' expectations and perceptions of the quality of registration counter services using the SERVQUAL model, focusing on five dimensions: Reliability, Assurance, Tangibles, Empathy, and Responsiveness (responsiveness). The qualitative-descriptive method is applied through direct observation during the workday, semi-structured interviews and analysis of secondary documents. The results of the study showed that officers were considered competent in providing Assurance information and showed spontaneous empathy for the Empathy vulnerable group. However, the Reliability dimension is hampered by long queues and reliance on the availability of medical personnel, while Tangibles is limited to physical facilities that are less adaptive during visitor density. Responsiveness is also influenced by fluctuations in the number of patients and coordination between units that are not optimal. The main gap lies in the absence of a digital queuing system, structured inclusive protocols, and standardization of officer competencies. Strategic recommendations include certification-based HR training, integration of digital queue technology, infrastructure optimization, and strengthening operational coordination. This research emphasizes the importance of a holistic approach to create an inclusive, efficient, and sustainable service ecosystem, as well as a reference for regional hospitals in improving the quality of services based on the SERVQUAL model.
Co-Authors Feri Ramadhan Hasnah Tapa Ika Devi Pramudiana