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All Journal Jurnal Manajemen, Bisnis dan Kewirausahaan International Journal of Health Science
Eddy Hermawan Hasudungan
Universitas Mitra Bangsa
Decision Sciences, Operations Research & Management Health Professions Public Health Social Sciences

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Pengaruh Kompetensi, Komunikasi Interpersonal, dan Kualitas Pelayanan Kesehatan terhadap Kepuasan Pasien di Puskesmas Pembantu Lubang Buaya, Jakarta Timur Hermina Nurmalita Sari; Enjang Sudarman; Nurwulan Kusuma Devi; Zulkifli Rangkuti; Eddy Hermawan Hasudungan; bambang nurakhim
Jurnal Manajemen, Bisnis dan Kewirausahaan Vol. 5 No. 2 (2025): Agustus : Jurnal Manajemen, Bisnis dan Kewirausahaan (JUMBIKU)
Publisher : Lembaga Pengembangan Kinerja Dosen

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55606/jumbiku.v5i2.5599

Abstract

The success of Puskesmas services is highly dependent on the quality of services provided, especially in an effort to meet patient expectations and satisfaction. This study is focused on exploring the relationship between the competence of medical personnel, interpersonal communication skills, and service quality with patient satisfaction levels at the Lubang Buaya Auxiliary Health Center, East Jakarta. Primary health services have a strategic role in maintaining public health, so understanding the determinants of patient satisfaction is crucial. This study uses a quantitative approach with a correlational design. A total of 100 respondents were selected through a total sampling technique, and data was collected using a questionnaire instrument that had been tested for validity and reliability. Data analysis was carried out using multiple linear regression, accompanied by a t-test, F test, and a determination coefficient to assess the strength and contribution of each variable to patient satisfaction. The results of the analysis showed that the three variables—competence of health workers, interpersonal communication, and quality of service—significantly affected patient satisfaction, both partially and simultaneously, with an adjusted R² value of 0.842. This figure indicates that about 84.2% of the variation in patient satisfaction can be explained by these three factors. These findings strengthen the evidence that increasing professional capacity, mastering effective communication skills, and improving service quality are the keys to the success of Puskesmas in building public trust and loyalty. The practical implication of this study is the need to develop a sustainable training program for health workers, including the development of technical competencies and soft skills. In addition, the internal policies of the Puskesmas must be directed at the formation of a service culture that is responsive, empathetic, and oriented to the needs of patients.
Analysis of Nurses’ Workload in the Inpatient Installation Using the Workload Indicator of Staffing Need (WISN) Method at Pekerja General Hospital, North Jakarta Eka Riadi; Eddy Hermawan Hasudungan; Nurmansyah; Bambang Nurakhim; Aidah Hami
International Journal Of Health Science Vol. 5 No. 3 (2025): November : International Journal of Health
Publisher : Lembaga Pengembangan Kinerja Dosen

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55606/ijhs.v5i3.5701

Abstract

This study aims to analyze the workload of nurses in the inpatient installation at Pekerja General Hospital, North Jakarta, using the Workload Indicator of Staffing Need (WISN) method. The main objective is to assess whether the number of implementing nurses aligns with the standards set by the Indonesian Ministry of Health Regulation No. 340/MENKES/PER/III/2010 and to provide input regarding the ideal staffing needs for nursing services. This research applies a descriptive quantitative approach with bivariate analysis. The study sample consisted of 68 respondents, encompassing all nurses in the inpatient unit, using probability sampling techniques. Data collection was conducted through work sampling techniques and calculations based on the WISN method. The findings indicate that out of 117 beds, the Bed Occupancy Rate (BOR) ranges from 72.6% to 82.6%, which remains within the normal limit (maximum BOR >85%). The majority of respondents were female (85.2%) and had over one year of working experience. Based on the workload calculation using the WISN method, the hospital is still short of two nurses to meet optimal service requirements. The shortage of nursing staff, although small, has the potential to impact the quality of care, nurse performance, and patient satisfaction. This situation highlights the importance of accurate workload assessment and proper human resource allocation in hospital settings. Nurse managers and hospital administrators are encouraged to use the WISN method regularly as a decision-making tool for staffing adjustments. This study suggests that future research should incorporate additional variables, such as nurse satisfaction, patient acuity levels, and turnover rates, to obtain a more comprehensive understanding of staffing needs. The findings are expected to contribute to nursing human resource planning and management, especially in optimizing nurse-to-patient ratios for better healthcare delivery outcomes.
Co-Authors Aidah Hami Bambang Nurakhim Eka Riadi Enjang Sudarman Hermina Nurmalita Sari Nurmansyah Nurwulan Kusuma Devi Zulkifli Rangkuti