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Research of Service Administration Health and Sains Healthys
Published by Lembaga Penelitian dan Pendidikan Mandala
ISSN : 28304748     EISSN : 28304772     DOI : 10.36312
Core Subject : Health,
Health Professions Public Health
Research of Service Administration Health and Sains Healthys is a scientific publication related to Politics is the result of literature studies, study of issues, and the results of research that develops in the community. This journal uses Indonesian. Publish 2 times every year.
Arjuna Subject : Profesi Kesehatan - Menejmen Informasi Kesehatan
Articles 92 Documents
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Transformation of Doctors' Work Culture in Supporting Improvement of Service Quality at RSPAU dr. S. Hardjolukito Hastari, Diah Ika; Rohendi, A.; Andriani, Rian
Research of Service Administration Health and Sains Healthys Vol 6, No 2 (2025): Research of Service Administration Health and Sains Healthys (Desember)
Publisher : Lembaga Penelitian dan Pendidikan (LPP) Mandala

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58258/rehat.v6i2.9104

Abstract

Human resources play a vital role in determining the existence and sustainability of an institution, including hospitals as complete health care facilities. The existence of doctors as the main asset demands a continuous transformation of work culture to maintain competitive service quality. This study discusses the transformation of doctors' work culture in supporting the improvement of service quality at RSPAU dr. S. Hardjolukito. The method used is descriptive qualitative with secondary data collection techniques, observation, and interviews. The results of the study show that doctors' work culture is influenced by regulations, SOPs, and internal and external factors, with quite good results (score 4). However, there are challenges in the form of information technology disruption, high workload, and competition between health facilities (score 3). Hospital management responded by clarifying procedures and providing appreciation to improve performance, career, and service quality (score 4).
Legal Analysis of Blood Donation in Indonesia from the Perspective of Islamic Ethics Rusmiyanti, Rusmiyanti; Santoso, Aris Prio Agus; Habib, Muhamad
Research of Service Administration Health and Sains Healthys Vol 6, No 2 (2025): Research of Service Administration Health and Sains Healthys (Desember)
Publisher : Lembaga Penelitian dan Pendidikan (LPP) Mandala

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58258/rehat.v6i2.9751

Abstract

Although blood donation in Indonesia has been regulated through various legal instruments and is regarded as a humanitarian act in Islam, numerous ethical and legal issues still arise in practice. This creates a gap between the commercialized reality of implementation and the normative expectation that blood donation should be grounded in sincerity, solidarity, and the principle of hifz al-nafs within Islamic ethics. The purpose of this study is to analyze the regulation of blood donation in Indonesia based on applicable laws and to examine the principles of Islamic ethics in viewing blood donation as a form of health and humanitarian service. This research employs a normative juridical approach with a prescriptive type of study, focusing on literature review to examine the legal framework and Islamic ethical principles in blood donation practices in Indonesia. The study uses secondary data derived from primary, secondary, and tertiary legal materials. Data collection was conducted through literature study, and the analysis applied a qualitative method to interpret legal norms, evaluate regulatory effectiveness, and formulate normative solutions. The results show that the practice of blood donation in Indonesia represents the integration of legal, moral, ethical, and humanitarian values guaranteed by the 1945 Constitution, further elaborated through Law No. 17 of 2023 and Minister of Health Regulation No. 91 of 2015, which emphasize voluntary, non-commercial, and humanitarian principles. The Indonesian Ulema Council (MUI) Fatwa No. 23 of 2019 affirms that blood donation is a virtuous act reflecting the spirit of mutual assistance. From an Islamic ethical perspective, blood donation embodies the values of hifz al-nafs and al-maslahah within maqasid al-shari‘ah, serving as a form of social worship that rejects any exploitation of the human body.
Business Process Improvement Sistem Pelayanan Klinik Promec Menggunakan Metode Time Motion Study and Value Stream Mapping Untuk Mengurangi End-To-End Lead Times Mochtar, Fransiska; Purwadhi, Purwadhi; Handayani, Nining
Research of Service Administration Health and Sains Healthys Vol 6, No 2 (2025): Research of Service Administration Health and Sains Healthys (Desember)
Publisher : Lembaga Penelitian dan Pendidikan (LPP) Mandala

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58258/rehat.v6i2.9399

Abstract

Process efficiency is a key factor in improving the quality of healthcare services, especially in outpatient facilities such as clinics. This study presents a case study at Promec Clinic in Jakarta, aiming to identify bottlenecks and design process improvement recommendations to reduce end-to-end lead time. A descriptive and explanatory quantitative approach was employed, integrating Time and Motion Study (TMS) and Value Stream Mapping (VSM) as primary analysis tools. Data were collected through direct observation of 100 patients, interviews with staff, and operational process satisfaction questionnaires. The results indicate that the "during examination" stage contributes 73.6% of the total service time, while the "before examination" stage is the primary source of operational errors, particularly in form filling (45.59%) and data entry (39.71%). Pareto and Fishbone analyses reveal that manual procedures, lack of standardization, and reliance on informal communication are root causes of inefficiency. Improvement recommendations include digitizing patient forms using a dedicated registration system, implementing self-service kiosks, conducting periodic staff training, and developing Lean-based Standard Operating Procedures (SOPs). These findings offer practical contributions for clinic management in designing more efficient processes and serve as a reference for applying Lean methodologies in primary healthcare settings in Indonesia.
Exotic Clinic Karawang's Marketing Strategy in Increasing Consumer Attraction to the Programcontouring, Slimming, and Anti-Aging Y, Riyan Andika; Komara, Endang; Andikarya, Oke Oke
Research of Service Administration Health and Sains Healthys Vol 6, No 2 (2025): Research of Service Administration Health and Sains Healthys (Desember)
Publisher : Lembaga Penelitian dan Pendidikan (LPP) Mandala

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58258/rehat.v6i2.9255

Abstract

This study aims to analyze Exotic Clinic Karawang's marketing strategy in increasing consumer appeal for its contouring, slimming, and anti-aging programs. The clinic faces challenges in maintaining a consistent number of patients amid fierce competition in the aesthetic industry. The study uses a qualitative case study approach with data collection through in-depth interviews, participatory observation, and documentation studies. The research focuses on the implementation of the marketing mix (7P): product, price, place, promotion, people, process, and physical evidence. The results show that Exotic Clinic has made various efforts, such as providing quality services, adjusting prices, improving location accessibility, and utilizing digital media for promotion. However, there are obstacles such as suboptimal communication strategies, limited human resources in implementing digital promotion, and consumer perceptions that are not yet fully formed regarding service excellence. Supporting factors for success include the clinic's reputation, the competence of medical personnel, and adequate physical facilities. This study provides practical contributions for Exotic Clinic to strengthen more targeted marketing strategies, as well as theoretical contributions to the study of healthcare service marketing. Recommendations include enhancing digital promotional activities, improving patient experience, and conducting ongoing evaluations of implemented marketing strategies to increase consumer loyalty and interest in repeat visits.
Medical Equipment Procurement Management Strategy Efficiency-Based (Study on the Intensive Care Unit of Pradipa Medika Hospital in Kuningan Regency) Ervinna, Wulan; Hendriana, Heris; Rinawati, Rinawati
Research of Service Administration Health and Sains Healthys Vol 6, No 2 (2025): Research of Service Administration Health and Sains Healthys (Desember)
Publisher : Lembaga Penelitian dan Pendidikan (LPP) Mandala

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58258/rehat.v6i2.9524

Abstract

The development of information technology in the health sector has significantly transformed patient data management systems through the implementation of electronic medical records (EMR). This study aims to analyze the influence of six variables in the PIECES model — performance, information, economy, control, efficiency, and service — on the tangible aspects of healthcare services. This quantitative study employed a survey method involving 230 healthcare professionals using EMR at the Women Empowerment and Child Protection Ministry Clinic (Kemen PPPA). The results reveal that all six PIECES variables simultaneously have a significant effect on tangible aspects of healthcare services. Partially, performance, efficiency, and service variables contribute most dominantly to improving tangible aspects such as service speed, accessibility of patient data, and user-perceived facility comfort. These findings indicate that optimizing EMR implementation based on the PIECES framework can enhance service quality directly perceived by patients.
Strategy to Improve Service Quality Using Importance Performance Analysis Method in the Outpatient Unit of Balikpapan Baru Hospital, East Kalimantan Indarti, Noviana; Komara, Endang; P Agung, Ign Wiseto
Research of Service Administration Health and Sains Healthys Vol 6, No 2 (2025): Research of Service Administration Health and Sains Healthys (Desember)
Publisher : Lembaga Penelitian dan Pendidikan (LPP) Mandala

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58258/rehat.v6i2.9347

Abstract

A hospital is one of the health service facilities that provides individual health services in a complete manner. Hospital services include inpatient, outpatient and emergency services. In reality, often hospital services to their patients are often still of poor quality in various dimensions, be it tangible, reliability, emphaty, safety and responsiveness. So this causes dissatisfaction for patients, because there is a gap between expectations and reality obtained. In the health sector, patients can provide value based on the satisfaction of the services they receive so that it can be an evaluation for service providers to be able to improve or maintain the quality of their services. The level of patient satisfaction then becomes a benchmark in the success rate of a health service. The purpose of this study is to develop a strategy to improve the quality of hospital services in the Outpatient Unit of Balikpapan Baru Hospital, East Kalimantan by analyzing patient satisfaction using the Importance Performance Analysis method. The study population is patients who come to the Outpatient Unit of the Midwifery Clinic, with a sample of 55 people. The research instrument was in the form of a questionnaire. Based on the results of the study, it shows two dimensions of service that must be prioritized, namely the dimensions of responsiveness and emphaty. Meanwhile, the services that must be maintained in performance are the dimensions of reliability and safety.
Product Service Diversification Strategy to Increase Revenue and Maintain Financial Stability of Restu Ibu Hospital Balikpapan Hendrawan, Tommy; Rohendi, A.; Lestari, Yuniati
Research of Service Administration Health and Sains Healthys Vol 6, No 2 (2025): Research of Service Administration Health and Sains Healthys (Desember)
Publisher : Lembaga Penelitian dan Pendidikan (LPP) Mandala

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58258/rehat.v6i2.9113

Abstract

This study aims to develop a service diversification model to enhance the financial stability of Restu Ibu Hospital in Balikpapan, which faces high dependence on BPJS Health payments (69.3% of revenue). A qualitative method with focused interviews and SWOT analysis was employed to identify challenges and opportunities for diversification. Results show that reliance on BPJS causes liquidity risks due to delayed claims, limited budget allocation for development, and competition from new hospitals. Recommended services include corporate clinic management, medical check-ups, home care, telemedicine, and technology-based premium services. The SWOT analysis highlights the importance of leveraging internal resources (subspecialist doctors, investor networks) and mitigating weaknesses (HR, outdated facilities). A phased implementation strategy is proposed, covering technology enhancement (Hospital Information System, patient apps), staff training, and aggressive marketing to reduce BPJS dependency to ≤50% within 5 years. The study concludes that innovation-driven service diversification improves financial stability and competitiveness in a dynamic healthcare industry.
Analysis of Job Stress and Burnout to Organizational Citizenship Behavior of Officers with Intervening Variables Commitment Organization at dr. Nur's Clinic, Cimahi City Yosalinata, Jessica; Andriani, Rian; Efawati, Yen
Research of Service Administration Health and Sains Healthys Vol 6, No 2 (2025): Research of Service Administration Health and Sains Healthys (Desember)
Publisher : Lembaga Penelitian dan Pendidikan (LPP) Mandala

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58258/rehat.v6i2.9412

Abstract

As a healthcare institution with a high workload, it is important to understand the factors that influence staff extra-role behavior in order to improve overall service performance. This study aims to analyze the influence of job stress and burnout on Organizational Citizenship Behavior (OCB) with organizational commitment as an intervening variable at Dr. Nur Clinic, Cimahi City. This study uses a quantitative approach with a cross-sectional design, involving 139 respondents who have worked for more than six months. Data were collected through a questionnaire measuring work stress levels (based on Osipow's dimensions), burnout (based on Maslach's three components), organizational commitment (affective, normative, continuance), and OCB (altruism, responsibility, courtesy, sportsmanship, and civic virtue). Data analysis was conducted using multiple regression tests, path analysis, and mediation tests using SPSS version 29. The results of the study indicate that work stress and burnout each have a significant negative effect on organizational commitment and OCB. Organizational commitment was found to mediate the relationship between stress and burnout on OCB, with a greater mediating effect for stress than for burnout. Additionally, there is a serial effect of stress and burnout on OCB through reduced organizational commitment, highlighting the importance of a holistic approach in managing employee well-being. These findings indicate that enhancing organizational commitment as a form of employees' psychological attachment plays a crucial role in promoting OCB and mitigating the negative impacts of work-related stress.
Implementation Analysis Safety Culture to Improve the Quality of Health Services Fath, Zulfa Nurul; Hidayat, Dasrun; Syarifuddin, Didin
Research of Service Administration Health and Sains Healthys Vol 6, No 2 (2025): Research of Service Administration Health and Sains Healthys (Desember)
Publisher : Lembaga Penelitian dan Pendidikan (LPP) Mandala

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58258/rehat.v6i2.9256

Abstract

This study aims to analyze the implementation of patient safety culture at Kimia Farma Kosambi Karawang Clinic using a mixed methods approach with a sequential exploratory design. The research is motivated by the importance of safety culture as an indicator of healthcare service quality, especially considering the continued occurrence of incidents such as patient falls and the use of non- sterile equipment. The qualitative method involved in-depth interviews and observations of medical staff and management, while the quantitative method used a questionnaire based on 12 dimensions from AHRQ and was analyzed using SPSS. The findings show that active involvement of management, compliance of healthcare workers, and effective communication significantly contribute to the development of a strong safety culture. Identified barriers include low incident reporting, limited regular training, and weak inter-team collaboration. Recommended strategies include strengthening transformational leadership, implementing a non-punitive reporting system, SBAR communication training, and integrating local values into the organizational culture. The study concludes that the success of safety culture implementation highly depends on collaboration between management and healthcare workers in building a safe, adaptive, and sustainable service system, while also offering theoretical and practical contributions to the development of safety culture in primary healthcare settings.
Medical Equipment Procurement Management Strategy Efficiency-Based (Study on the Intensive Care Unit of Pradipa Medika Hospital in Kuningan Regency) Lutfy, Lulu Rehande; Syaodih, Erliany; Veranita, Mira
Research of Service Administration Health and Sains Healthys Vol 6, No 2 (2025): Research of Service Administration Health and Sains Healthys (Desember)
Publisher : Lembaga Penelitian dan Pendidikan (LPP) Mandala

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58258/rehat.v6i2.9531

Abstract

Medical equipment procurement is a crucial component in delivering effective and efficient healthcare services. Inadequate planning can lead to budget inefficiencies, service delays, and reduced care quality. This study aims to analyze efficiency-based procurement management strategies to improve hospital service quality. A qualitative descriptive method was employed through in-depth interviews, observations, and documentation involving procurement managers and hospital management. The findings show that efficiency strategies are influenced by need-based planning, value for money budgeting, and transparent supervision. Cross-department collaboration and the use of information systems are also essential for improving procurement effectiveness. This study highlights the need for innovation in procurement management and recommends strengthening governance through internal regulations, enhancing human resource capacity, and utilizing digital technology to support sustainable healthcare services.

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