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All Journal International Journal of Health, Economics, and Social Sciences (IJHESS) Jurnal Kolaboratif Sains
Sayyidati Zahira
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Religion Agriculture, Biological Sciences & Forestry Humanities Civil Engineering, Building, Construction & Architecture Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Health Professions Law, Crime, Criminology & Criminal Justice Medicine & Pharmacology Nursing Public Health Social Sciences Other

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The Influence of Health Service Quality Dimensions on BPJS Patient Satisfaction in Hospitals Assyifa Deswita Mrp; Dewi Agustina; Nadia Amanda Azwa; Dwi Fanny Amanda Natasya; Dwiyana Mawarni; Sayyidati Zahira
International Journal of Health, Economics, and Social Sciences (IJHESS) Vol. 7 No. 3: July 2025
Publisher : Universitas Muhammadiyah Palu

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56338/ijhess.v7i3.7366

Abstract

Patient satisfaction is a key metric for evaluating healthcare quality and is particularly important for BPJS patients in hospitals. This study aims to investigate how various aspects of healthcare quality affect BPJS patient satisfaction by utilizing a literature review methodology. This study reviews previous research published in journals through the google scholar database within a certain year, which are relevant to the topic of service quality dimensions (such as tangibles, reliability, responsiveness, assurance, and empathy) and patient satisfaction. The review results show that all dimensions of service quality have a significant contribution to patient satisfaction levels, with assurance and responsiveness often being the most dominant factors. These findings emphasize the importance of improving service quality in all aspects to support BPJS patient satisfaction in hospitals. This literature review aims to serve as a resource for policy makers and hospital administrators in formulating strategies to improve service quality.
Analysis of Health Management Strategies in Improving Hospital Service Quality: Literature Review Nadia Amanda Azwa; Assyifa Deswita Mrp; Eva Sahriani Sikumbang; Nadhilah Hasibuan; Ade Ilham Kesuma; Sayyidati Zahira; Sri Rahayu; Nur Hasanah; Wasiyem
International Journal of Health, Economics, and Social Sciences (IJHESS) Vol. 7 No. 3: July 2025
Publisher : Universitas Muhammadiyah Palu

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56338/ijhess.v7i3.7697

Abstract

Hospital services today face increasing public demands for fast, safe, and high-quality care. To meet these challenges, an appropriate, integrated, and sustainable health management strategy is required. This study aims to analyze effective health management strategies for improving the quality of hospital services through a systematic literature review. The method used is a Systematic Literature Review (SLR), examining 15 Indonesian-language scholarly articles from Google Scholar published between 2020 and 2025. From the selection process, 8 articles met the inclusion criteria and were further analyzed based on managerial strategies and their impact on service quality. The findings show that strategies such as thorough planning, strengthening human resources, implementation of Hospital Management Information Systems (HMIS), and quality evaluation methods such as Total Quality Management (TQM), Kaizen (5R), and FMEA play a significant role in improving service quality. The application of international standards such as ISO 9001:2015, enhanced communication, and regular evaluations using quality indicators and the Balanced Scorecard also contribute substantially. In conclusion, a combination of integrated management strategies focused on continuous improvement has proven effective in creating optimal, efficient, and competitive hospital service quality.
Analisis Pelaksanaan Sistem Rujukan Persalinan Peserta Jaminan Kesehatan Nasional Di UPT Puskesmas Hah Hasan Payaroba Binjai: Analysis of the Implementation of the Childbirth Referral System for National Health Insurance Participants at the Hah Hasan Payaroba Binjai Community Health Center Amanda Putri Harsana; Sayyidati Zahira; Fitriani Pramita Gurning
Jurnal Kolaboratif Sains Vol. 8 No. 7: Juli 2025
Publisher : Universitas Muhammadiyah Palu

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56338/jks.v8i7.8241

Abstract

Angka kematian ibu yang masih tinggi di Indonesia menunjukkan rendahnya kualitas pelayanan kesehatan terutama kesehatan ibu. Dalam upaya menurunkan angka kematian ibu diperlukan sistem rujukan yang efektif terutama untuk kasus dengan komplikasi. Sistem rujukan adalah sistem yang dikelola secara strategis, proaktif, pragmatis dan koordinatif untuk menjamin pemerataan pelayanan kesehatan maternal yang paripurna dan komprehensif bagi masyarakat, sehingga tercapai peningkatan derajat kesehatan ibu hamil melalui peningkatan mutu dan keterjangkauan pelayanan kesehatan maternal di wilayah mereka. Pada penelitian ini dilaksanakan pada puskesmas Hah Hasan kota Binjai dengan responden koordinasi program KIA, dokter umum, dan kepala tata usaha puskesmas. Pengumpulan data dengan metode wawancara mendalam untuk mendapatkan informasi dan data-data terkait yang diperlukan oleh informan. Penelitian ini bertujuan untuk menganalisis pelaksanaan sistem rujukan persalinan bagi peserta BPJS Kesehatan di Puskesmas HAH Hasan Kota Binjai. Sistem rujukan memiliki peranan penting dalam menjamin kesinambungan pelayanan kesehatan, terutama bagi ibu hamil yang memerlukan penanganan di fasilitas kesehatan yang lebih lengkap. Hasil penelitian menunjukkan bahwa pelaksanaan sistem rujukan di Puskesmas Hasan Binjai pada dasarnya sudah berjalan dengan baik, terutama dengan adanya pemanfaatan aplikasi P-Care yang memudahkan proses rujukan secara digital dan terintegrasi. Penggunaan aplikasi ini membantu dalam pencatatan, pengiriman data pasien, dan percepatan proses rujukan ke fasilitas kesehatan lanjutan. Namun demikian, masih terdapat beberapa aspek yang perlu ditingkatkan, seperti optimalisasi jaringan internet, pelatihan petugas dalam penggunaan aplikasi secara maksimal, serta peningkatan pemahaman masyarakat terhadap prosedur rujukan agar sistem dapat berjalan lebih efektif dan efisien.
Co-Authors Ade Ilham Kesuma Amanda Putri Harsana Assyifa Deswita Mrp Dewi Agustina Dwi Fanny Amanda Natasya Dwiyana Mawarni Eva Sahriani Sikumbang Fitriani Pramita Gurning Nadhilah hasibuan Nadia Amanda Azwa NUR HASANAH SRI RAHAYU Wasiyem, Wasiyem