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All Journal Journal of Hospital Administration and Management (JHAM) Journal of Hospital Administration and Excellent Health Service
Dita Tri Sekarwati
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Humanities Decision Sciences, Operations Research & Management Education Health Professions Medicine & Pharmacology Public Health Veterinary

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STRATEGI PENINGKATAN KUNJUNGAN PASIEN MELALUI PENERAPAN SOP 5S DI UNIT RAWAT JALAN RUMAH SAKIT ISLAM METRO Dita Tri Sekarwati; Putra , Yogi Catur; Aprilianingsih, Maya
Journal of Hospital Administration and Excellent Health Service Vol. 2 No. 2 (2025): Juli 2025
Publisher : Journal of Hospital Administration and Excellent Health Service

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Abstract

Introduction: service quality and patient satisfaction are key indicators of hospital performance. islamic hospital metro experienced a 15.72% decrease in outpatient visits during the first half of 2025. Method: this research used an observational descriptive approach involving field observations, interviews, and documentation. priority problems and solutions were determined using the USG and fishbone analysis. Results : the decline in patient visits was primarily caused by poor non-clinical service, particularly the lack of friendly staff behavior. the solution implemented was the development of a 5s-based service sop (smile, greet, salute, polite, courteous) and educational pamphlets. this approach positively impacted patient satisfaction and improved public reviews. Conclusion: implementing the 5s sop is an effective strategy to enhance service quality, hospital image, and ultimately increase outpatient visits
EVALUASI PENERAPAN BUDAYA 5S ( SENYUM, SAPA, SALAM, SOPAN, DAN SANTUN ) DALAM KEPUASAN PASIEN RAWAT JALAN RUMAH SAKIT ISLAM METRO Aprilianingsih, Maya; Dita Tri Sekarwati
Journal of Hospital Administration and Management (JHAM) Vol 7 No 1 (2026): Journal of Hospital Administration and Management (JHAM)
Publisher : LPPM Universitas Awal Bros

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54973/jham.v7i1.875

Abstract

Outpatient services are one of the service units that greatly influence the hospital’s image and patient satisfaction. Based on the observation results, Rumah Sakit Islam Metro experienced a 15.72% decrease in patient visits. This decline was identified through reviews on Google Maps and direct observations, which showed that employees were still not optimal in implementing 5S behavior (Smile, Greeting, Salutation, Politeness, and Courtesy) in service delivery. The implementation of 5S culture has become essential as an effort to improve service quality and increase patient visits. This study aims to evaluate the consistency of 5S culture implementation on outpatient satisfaction at Rumah Sakit Islam Metro. Method used was descriptive qualitative with a case study approach, which seeks to understand phenomena occurring in the field through direct observation and focuses deeply on one object of study. Data were obtained through direct observation of employees, management, and outpatients visiting the hospital, followed by interviews based on questions prepared by the researcher. The results showed that the Standard Operating Procedure (SOP) of 5S culture had been implemented well by employees. Most patients stated that they were satisfied with the services provided, and this was proven by a 19.19% increase in patient visits. The conclusion of this study shows that the implementation of the 5S culture SOP plays an important role in improving service quality, patient satisfaction, and the number of outpatient visits. The 5S culture is an effective strategy in building patient trust and loyalty toward hospital services. Keywords: 5S SOP, outpatient services, patient visits, patient satisfaction, hospital.
Co-Authors Aprilianingsih, Maya Putra , Yogi Catur