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Journal of Hospital Administration and Management (JHAM)
Published by Universitas Awal Bros
ISSN : 27228193     EISSN : 27228193     DOI : https://doi.org/10.54973/jham.v3i2
Core Subject : Health, Science,
Decision Sciences, Operations Research & Management Medicine & Pharmacology Public Health
Focus & Scope Hospital Information and Management System Hospital Administration Occupational Health and Safety Health Education and Promotion Public Health Science Medical records Hospital Accreditation General Management Leadership Human Resource Management Production Management Marketing Management Financial management Information Management Strategy and Operations Management
Arjuna Subject : Profesi Kesehatan - Menejmen Informasi Kesehatan
Articles 145 Documents
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GAMBARAN KEPUASAN PASIEN DI POLIKLINIK SORE RSUD X KABUPATEN SEMARANG Irianti, Gita Febri; Jati, Sutopo Patria; Purnami, Cahya Tri
Journal of Hospital Administration and Management (JHAM) Vol 6 No 2 (2025): 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.v6i2.793

Abstract

Patient satisfaction is an essential indicator in assessing the quality of health services, especially in outpatient services at afternoon clinics designed to meet community needs. This study aims to describe the level of patient satisfaction with the services of the Afternoon Clinic at X Regional General Hospital in Semarang Regency, using the HEALTQUAL service quality dimensions. The study used a cross-sectional, quantitative design with 227 respondents selected by proportional sampling from a total population of 1,315 patients during the period January–June 2025. Data were collected through a questionnaire that had been tested for validity and reliability and then analysed descriptively using SPSS. The results showed that the communication dimension received 75.8% strongly agree, the physical evidence 79.3% strongly agree, the efficiency 62.6%–67.8% strongly agree, and the safety 60.8%–70.9% strongly agree. In contrast, the empathy dimension was dominated by strongly agree and agree responses. The conclusion of this study indicates that the services provided by the Afternoon Polyclinic at X Regional General Hospital in Semarang Regency have met the expectations of the majority of patients. It is recommended that the hospital conduct continuous evaluations, particularly in terms of physical facilities and optimisation of technology-based service systems, to maintain and improve patient satisfaction.
ANALISIS KASUS PENDING KLAIM SEBAGAI DASAR PERANCANGAN APLIKASI AUDIT KODING INTERNAL DI RUMAH SAKIT Yastori; Khumaira , Nurul Fitri
Journal of Hospital Administration and Management (JHAM) Vol 6 No 1 (2025): 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.v6i1.795

Abstract

Pending claims in hospitals impact cash flow constraints, increase verifier workloads, and disrupt operational stability and service quality. This study aims to analyze pending claims cases as a basis for designing a claims audit application in hospitals. The type of research used in this study is descriptive quantitative research, namely research that uses numbers to describe, explain, and draw conclusions from a phenomenon. Research with quantitative methods uses research data in the form of numbers for statistical processing of frequency distributions, calculating data percentages and analyzing pending claims cases based on BPJS regulations and ICD-10 and ICD-9-CM coding rules. The population of the study was 616 cases. The sample in this study was 15 pending claims cases determined by the Purposive Sampling technique. The results of this study obtained the main problems of pending claims at Hospital X include coding errors, incomplete mandatory supporting documents (examination results, PA, microbiology), and differences in perception with BPJS, can be minimized through strategic solutions in the form of increasing accuracy in reviewing medical record documents and claims to ensure completeness, compliance with regulations (BA, PMK, ICD), and building a strong perception of equality between DPJP and all verifiers. Further research is recommended for the design of prototypes and web-based applications that are fully functional, so that they can be used in real life in the internal claim audit process to minimize pending claims in hospitals.
KARAKTERISTIK PASIEN DAN POLA PENYAKIT RAWAT JALAN DI RUMAH SAKIT AL-ISLAM BANDUNG Ceria Febiana
Journal of Hospital Administration and Management (JHAM) Vol 6 No 2 (2025): 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.v6i2.798

Abstract

Outpatient services represent the primary point of contact between patients and hospitals and serve as an important indicator of healthcare service quality. High outpatient visit volumes require hospitals to understand patient characteristics and disease patterns in order to align services with population needs. This study aimed to analyze patient characteristics and outpatient disease patterns at Al-Islam Hospital Bandung in 2024. A descriptive quantitative study with a retrospective approach was conducted using secondary data from the hospital’s Electronic Medical Records. A total of 400 outpatient records were randomly selected from a population of 33,550 visits using the Slovin formula with a 5% margin of error. The variables analyzed included sex, age group, place of residence, and primary diagnosis. The results showed that outpatient visits were predominantly made by female patients (57%) and individuals in the adult age group of 19–59 years (53.8%), with most patients residing in Bandung City (68%). The five most common primary diagnoses were Follow-Up Examination After Unspecified Treatment for Other Conditions (Z09.9), Counselling, Unspecified (Z71.9), Follow-Up Examination After Other Treatment for Other Conditions (Z09.8), Pulpitis (K04.0), and Necrosis of Pulp (K04.1). Cramer’s V analysis indicated no significant association between disease patterns and sex, while a significant association was observed between disease patterns and age categories. In conclusion, outpatient services at Al-Islam Hospital Bandung are predominantly utilized by adult and elderly patients with conditions requiring ongoing follow-up and long-term monitoring, reflecting a shift from acute care toward chronic disease management.
ANALISIS PROGRAM PENANGGULANGAN KRISIS KESEHATAN AKIBAT BENCANA DI PROVINSI RIAU TAHUN 2025 Khair Anthony, Eko; Ismainar , Hetty; Anusirwan
Journal of Hospital Administration and Management (JHAM) Vol 6 No 2 (2025): 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.v6i2.800

Abstract

Disaster-related health crisis management is a strategic component in maintaining the resilience and sustainability of regional health systems. This study aims to analyze the implementation of disaster-related health crisis management programs in Riau Province, Indonesia, in 2025 across the pre-crisis, emergency response, and post-crisis phases. A qualitative approach was employed, utilizing document analysis, field observations, and in-depth interviews with relevant stakeholders. The findings indicate that program implementation has not been optimal due to limitations in human resources, insufficient funding allocation, the absence of standardized operational documents such as Contingency Plans and cross-sectoral Standard Operating Procedures, as well as weaknesses in the healthcare logistics system. High-risk environmental conditions, including haze, flooding, and land fires, further complicate health emergency responses. A significant gap exists between national policy standards and local implementation capacity. This study emphasizes the need to strengthen human resource capacity, enhance funding, improve healthcare logistics, integrate early warning systems, and promote cross-sectoral collaboration and community empowerment to improve health system resilience in future disasters.
INOVASI SIRSAK JAMBE DALAM MENINGKATKAN KOMPETENSI DASAR KADER KESEHATAN DI PUSKESMAS KALIJAMBE Suyadi; Suharti; Amieratunnisa , Aniesah; Prihandana , Gregorius Raditya Indra
Journal of Hospital Administration and Management (JHAM) Vol 6 No 2 (2025): 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.v6i2.801

Abstract

Community health cadres often struggle to access fast, accurate, and easy-to-understand information while performing their duties, largely due to irregular training and limited access to updated learning materials. To address this issue, Kalijambe Public Health Center developed Sirsak Jambe, a WhatsApp-based chatbot designed to provide essential competency materials in a practical and flexible format. This descriptive qualitative study involved interviews with health center staff and cadres to assess the implementation of Sirsak Jambe using three dimensions of digital innovation: product, environment, and organization. The findings show that Sirsak Jambe is easy to use, responsive, and provides concise, reliable content that helps cadres quickly solve problems encountered in the field. The social and technological environment of the area supports its use, although challenges remain related to internet connectivity and varying digital literacy levels. Organizational support, staff capacity, and an innovative work culture further enhance implementation, though formal SOPs and regular updates are still needed. The study concludes that Sirsak Jambe is a relevant and beneficial digital solution for improving cadres’ basic competencies, yet its sustainability requires strengthened management and continuous support.
UJI VALIDITAS DAN RELIABILITAS MULTIPLE CHOICE QUESTIONS PADA INSTRUMEN UJI KOMPETENSI KADER POSYANDU DI ERA TRANSFORMASI PELAYANAN KESEHATAN PRIMER Bastian, Ardi; YULIAWATI, RIZA; AGUSTINA, UKIK; Sari, Reny Mareta
Journal of Hospital Administration and Management (JHAM) Vol 6 No 2 (2025): 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.v6i2.802

Abstract

The implementation of the Posyandu cadre competency test in Indonesia still uses interviews and direct observation methods by health workers. This method requires a long time, requires a lot of human resources, and has the potential subjectivity in the assessment. Therefore, a cadre assessment  method has been developed using a multiple-choice questions (MCQs) instrument. This study aims to test the validity and reliability of the developed multiple-choice questions (MCQs) instrument. The research method uses quantitative descriptive to analyze the validity and reliability of MCQs for Posyandu cadre competency tests. Validity analysis was carried out using content validity by 2 experts, face validity by 11 cadres and health workers, and construct validity using product moment which was tested on 186 cadres. Meanwhile, the reliability test used Cronbach's alpha. The results of the validity test showed that content validity resulted in findings that the questions on the instrument did not cover all the knowledge being tested, the questions and answer choices were too long, and still used language that was too academic. Meanwhile, face validity found that there were unknown and confusing word choices by the cadres, and from construct validity it was found that out of 145 questions tested, there were 32 invalid questions. From the reliability test, it showed that all 145 questions were reliable (alpha cronbach between 0.70 - 0.90). The conclusion of this study is the MCQs instrument that has been tested for validity and reliability can be used as a competency test method for Posyandu cadres throughout Indonesia.
An ANALISIS EFEKTIVITAS PROGRAM PROMOSI KESEHATAN RUMAH SAKIT (PKRS) DALAM MENINGKATKAN PENGETAHUAN PASIEN RAWAT JALAN DI RSU. BINA KASIH MEDAN DALIMUNTHE, SELVIA YOLANDA
Journal of Hospital Administration and Management (JHAM) Vol 6 No 2 (2025): 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.v6i2.803

Abstract

The implementation of health promotion in Hospitals (PKRS) is very important to be implemented in Hospitals, which is useful for increasing the understanding of patients, patient families and visitors in Hospitals. The consequences that arise if PKRS is not implemented include the high number of patients with unhealthy behaviors that have the potential to cause infectious diseases, the large health budget for hospitals (more than 70%), challenges in improving patient quality and safety, and increasing nosocomial infections that pose a risk to health. The results of this study are statistical tests showing that there is a unidirectional relationship between the two variables, so it can be interpreted that increasing patient knowledge will be directly proportional to the level of PKRS implementation. The conclusion of this study The relationship between knowledge and the implementation of PKRS at RSU. Bina Kasih Medan obtained a p-value of 0.000 which means there is a strong and unidirectional relationship between knowledge and the implementation of PKRS. The more PKRS is implemented in Hospitals, the better the patient's knowledge about the healing process and the regularity of patients in treatment.
EVALUASI PELAKSANAAN PUBLIK SAFETY CENTER (PSC) 119 DINAS KESEHATAN PROVINSI RIAU TAHUN 2025 Lismardani; Hartono, Budi; Anusirwan
Journal of Hospital Administration and Management (JHAM) Vol 6 No 2 (2025): 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.v6i2.804

Abstract

The Public Safety Center (PSC) 119 of the Riau Provincial Health Office is a key component of the Integrated Emergency Management System (SPGDT). This study aims to evaluate the effectiveness of PSC 119 implementation in 2025 and to identify supporting factors, barriers, and required strengthening prior to the planned transition toward establishing district–city PSC units in 2026. A qualitative approach was employed through interviews, observations, document reviews, and the problem-solving cycle, including situation analysis, priority setting using the USG method, and root cause analysis using a fishbone diagram. Findings indicate that PSC 119 received 271 calls from January to June 2025, predominantly non-emergency cases. Limited human resources, insufficient funding, inadequate infrastructure, and incomplete standard operating procedures were identified as major challenges to effective service delivery. Cross-sector coordination and public awareness were also suboptimal. The study concludes that PSC 119 requires institutional strengthening, improved workforce capacity, digitalization of operational systems, and sustained financial support to ensure a more responsive and integrated emergency service. These evaluation results provide essential input for future policy direction in developing district-level PSC units across Riau Province.
ANALISIS PELAKSANAAN PROGRAM SUMBER DAYA MANUSIA KESEHATAN (SDMK) DI DINAS KESEHATAN PROVINSI RIAU Yan Fitri, Eka; Jepisah , Doni; Anusirwan
Journal of Hospital Administration and Management (JHAM) Vol 6 No 2 (2025): 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.v6i2.805

Abstract

Health Human Resources (HHR) management is a fundamental component of health system delivery, supporting promotive, preventive, curative, and rehabilitative services. In Indonesia, strengthening HHR is a key element of the ongoing health system transformation, including in Riau Province, which faces geographical challenges, unequal distribution of health personnel, and varying managerial capacities across districts. One of the most prominent issues is the inconsistency and lack of updated HHR data between central and regional levels due to irregular data updates in the Health Human Resources Information System (SISDMK). This study aims to analyze the implementation of the HHR Program at the Riau Provincial Health Office using a qualitative case study approach involving observations, in-depth interviews, and document review. Data were analyzed using the Urgency–Seriousness–Growth (USG) method to prioritize problems and the Fishbone model to identify root causes. The findings indicate that outdated HHR data is the top priority issue, influenced by factors related to manpower, methods, technology, materials, management, and funding. Strategic solutions include mandatory monthly data updates, strengthened operator coordination, development of standard operating procedures, provision of technical guidelines, and regular provincial-level mentoring.
ANALISIS KUALITAS LAYANAN RAWAT JALAN DI PUSKESMAS X KOTA SEMARANG MENGGUNAKAN INTEGRASI SERVQUAL DAN IMPORTANCE PERFORMANCE ANALYSIS Muhammad Iqbal; Rizqulloh, Lutfiyah; Pradana, Firmansyah Kholiq
Journal of Hospital Administration and Management (JHAM) Vol 6 No 2 (2025): 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.v6i2.806

Abstract

The high level of service utilisation at the X Health Centre in Semarang City requires a comprehensive evaluation of service quality to ensure that it meets patient expectations and perceptions. This study aims to analyse the quality of outpatient services at the X Health Centre in Semarang City using an integrative approach that combines the SERVQUAL model and Importance-Performance Analysis (IPA). This study is a quantitative, observational, descriptive-analytical design. The study population comprised an average of 195 outpatient visits per month, and a sample of 66 respondents was selected using the Slovin formula. Data collection was conducted using the SERVQUAL questionnaire, which measures five dimensions of service quality: tangibles, reliability, responsiveness, assurance, and empathy. Data analysis involved calculating perception, expectation, and SERVQUAL gap values, and mapping IPA attributes. The results showed that the dimensions of tangibles, assurance, and some aspects of reliability and empathy were in the strong category, indicating that service performance had met or exceeded patient expectations. However, the responsiveness dimension showed the most significant negative gap, particularly in indicators of service waiting time, access to complaint submission, and the speed of information provision. These findings indicate the need to prioritise improvements in operational aspects and service flow management. The conclusion of this study confirms that the integration of SERVQUAL and IPA is effective in identifying the strengths and weaknesses of outpatient service quality at Puskesmas X. It is recommended that Puskesmas focus on improving the dimensions of responsiveness and reliability, as well as conducting periodic service quality evaluations to enhance patient satisfaction and trust continuously. Keywords : SERVQUAL, Importance Performance Analysis, Community Health Center, Patient Satisfaction

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