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Amal C. Sjaaf
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Jurnal ARSI : Administrasi Rumah Sakit Indonesia
Published by Universitas Indonesia
ISSN : 24069108     EISSN : 2476986X     DOI : https://doi.org/10.7454/arsi
Core Subject : Health, Science, Social,
Decision Sciences, Operations Research & Management Public Health Social Sciences
Jurnal ARSI (Administrasi Rumah Sakit Indonesia) was initiated by the Center for Health Administration and Policy Studies (CHAMPS) Faculty of Public Health, University of Indonesia (FKM UI) and is currently managed by the Department of Health Administration and Policy, Faculty of Public Health, University Indonesia . Jurnal ARSI (Administrasi Rumah Sakit Indonesia) was published with the Indonesian Hospital Association (PERSI) and the FKM UI Hospital Management Association (IKAMARS). Jurnal ARSI (Administrasi Rumah Sakit Indonesia) is a peer-reviewed journal that focuses on service administration and management in hospitals in Indonesia. The articles or scientific manuscripts published in the Jurnal ARSI (Administrasi Rumah Sakit Indonesia) include original research, case studies, and reviews supporting corporate governance, clinical governance, or both (bridging). This journal is published electronically, featuring articles in either Bahasa or English. Printed versions are produced only by request. This journal also provides direct open access to its content with the principle that research publications are freely available to the public for broad benefit.
Arjuna Subject : Umum - Umum
Articles 5 Documents
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Search results for , issue "Vol. 11, No. 1" : 5 Documents clear
Evaluasi Implementasi Manajemen Rumah Sakit dalam Upaya Peningkatan Rating Google Customer Review di Rumah Sakit Karisma Cimareme Tahun 2023: Pendekatan Teori SERVQUAL dan Donabedian Trenggono, Patriot Haryo; Bachtiar, Adang
Jurnal ARSI : Administrasi Rumah Sakit Indonesia Vol. 11, No. 1
Publisher : UI Scholars Hub

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Abstract

This study aims to evaluate the management of Karisma Cimareme Hospital in addressing its low Google Customer Review ratings. Initial data shows that KCH received an average rating of 2.9 stars, lower than two other private hospitals in West Bandung Regency, IMC Hospital with 3.1 stars and Cahya Kawaluyan Hospital with 4.1 stars. Using the SERVQUAL framework, which includes the dimensions of tangibles, empathy, responsiveness, reliability, and assurance, along with Donabedian's theory, this study focuses on improving service quality through the implementation of Standard Operating Procedures (SOP). The research method involved direct observation of hospital services, in-depth interviews with hospital staff, and analysis of Google Customer Reviews. Data were analyzed using a thematic approach to identify key factors influencing patient reviews and ratings. The results showed that every dimension in the SERVQUAL model significantly affected customer evaluations. The implementation of SOP, involving various parties such as service managers, heads of medical support, head nurses, public relations and marketing teams, and the PIPP team, successfully increased the Google Customer Review rating by 0.7 points, from 2.9 to 3.6. This improvement highlights the importance of a structured approach to enhancing service quality and customer perception. This study provides insights into the challenges faced by hospitals in managing online reviews and offers strategic guidelines for improving patient satisfaction, hospital reputation, and online review management.
Analisis Peran Case Manager dalam Kendali Mutu dan Kendali Biaya Pelayanan Rawat Inap Bedah di Rumah Sakit Universitas Indonesia Tahun 2022 Viano, Natasya C; Junadi, Purnawan
Jurnal ARSI : Administrasi Rumah Sakit Indonesia Vol. 11, No. 1
Publisher : UI Scholars Hub

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Abstract

Patient Service Management is carried out by the case manager to create quality services with efficient cost. This study aims to evaluate the role of case managers in quality and cost control of surgical inpatients with JKN assurance at the UI Hospital in 2022. This study uses the concept of Donabedian and KARS guidelines. Quality control is seen from Length of Stay (LOS), patient satisfaction, compliance with clinical pathway, compliance with doctor visits, and delays in elective surgery. Cost control is seen from the difference between INA-CBG's claims and hospital bills and cost formulations. Secondary data were collected from medical records and document reviews. The data were processed with Microsoft Excel. The three common procedures were conducted with Focus Group Discussion (FGD) and interviews to find out the role of case managers. It was found that the role of the case manager at UI Hospital had improved compared to 2021. The case manager's performance is good based on the difference in overall surgical patient claims, LOS control, the level of patient satisfaction, the level of compliance with doctor visits, and the level of compliance with the clinical pathway. Only the level of delay in elective surgery at UI Hospital has not reached the target.
Analisis Deskriptif tentang Strategi Mutu Pelayanan Kandungan (Obstetri dan Ginekologi) di Rumah Sakit Islam NU Demak Safi’i, Akhmad; Aziz, Abdul
Jurnal ARSI : Administrasi Rumah Sakit Indonesia Vol. 11, No. 1
Publisher : UI Scholars Hub

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Abstract

The Maternal Mortality Rate (MMR) and Infant Mortality Rate (IMR) in Demak Regency are still high. In 2023, the MMR was 13 cases or 67 per 100,000 live births with a delivery rate of 18,784. The 2023 IMR data reached 7.2 per 1000 live births. The still high MMR and IMR and the socio-cultural market conditions of Demak, which are religious, are very relevant to the need for integrated superior services. Especially in Obgyn, perinatal, and child services. The Islamic Hospital (RSI) NU Demak is present through comprehensive, superior Obgyn services with a trend in patient visits that continues to increase in 2023. This study determined the strategies the Management of RSI NU Demak implemented to improve patient visits to Obgyn services. The study was conducted qualitatively using a case study approach. Data collection techniques through observation, documentation, and Focus Group Discussion (FGD). Patient visit data was taken from January – May 2023. The results showed that the success factors for increasing the number of patient visits were human resources, facilities and infrastructure, external networks, marketing team strategies, and positioning of RSI NU Demak. Efforts that can be made to increase patient visits are recruiting female Obgyn specialist doctors to fill the empty doctor's schedule slotting time and implementing other cutting-edge methods that are not yet available in Obgyn service activities.
Strengthening Legal Frameworks and Patient Safety: A Narrative Review of Medical and Dental Malpractice in Indonesia Mustafa, Ghulam; Darmawan, Ede Surya
Jurnal ARSI : Administrasi Rumah Sakit Indonesia Vol. 11, No. 1
Publisher : UI Scholars Hub

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Abstract

Many cases of medical and dental malpractice in Indonesia are still related to patient safety and healthcare quality. This narrative review aims to identify solutions that can be implemented. The main focus is to compare the incidence of malpractice in clinical medical and dental practice, emphasizing legal implications, coverage, and internal organizational issues. A systematic literature search was conducted through databases such as Pubmed, ScienceDirect, Google Scholar, Springer, Garuda, and other online databases. Articles published no later than 2024. Eleven studies were selected that discussed the problem of malpractice in Indonesia. Independent screening and critical appraisal were carried out to minimize bias, and data were retrieved and assessed through narrative synthesis. The results showed limited or lack of informed consent, non-compliance, administrative negligence, poor communication, and laws on medical malpractice. Causal factors, such as negligence in the operating room, misdiagnosis, and lack of consent forms, were common and most often resulted in patient injury or death. This review also explains a lack of studies related to this due to the poorly organized data collection system on complaints of medical malpractice in the country and the lack of adequate legal governance regarding dental malpractice. Regulations related to legal practices in Indonesia are still poorly organized, and even in similar cases, consistent enforcement is not guaranteed. These factors indicate the need for an evaluation of the healthcare system in Indonesia. Suggestions that can be given are to involve the community in the informed consent process, improve medical training, and improve the legal system so that these incidents can be reduced in number and patients feel protected.
Analisis Faktor Penyebab Komplain Pasien pada Pelayanan Rawat Inap: Studi Kasus di Rumah Sakit X Tahun 2024 Manzilah, Tasmiati; Hartono, Risky Kusuma
Jurnal ARSI : Administrasi Rumah Sakit Indonesia Vol. 11, No. 1
Publisher : UI Scholars Hub

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Abstract

Complaints from patients are often used as an indicator of the quality of health services. The causes of complaints from inpatients are related to factors that cause dissatisfaction or discomfort experienced by patients during their hospitalization. This study aims to see the causes of patient complaints about inpatient services. In addition, researchers also examine the relationship between several variables and complaints and analyze further to determine the main factors causing complaints from patients about inpatient services. This study uses a sequential explanatory approach. The study design is cross-sectional for inpatients at Hospital X who are willing to be respondents and provide their perceptions of inpatient services. The factors of inpatient services that are assessed are facilities, human resources, cleanliness, officers' responsiveness, and information availability. Bivariate and multivariate analyses show that these factors have a significant relationship with the level of patient complaints. Patients with a length of stay of more than four days, non-surgical patients, and those who give poor ratings to human resources, facilities, cleanliness, and responsiveness are more likely to complain about hospital services. Hospitals need to implement strategic steps to improve various aspects, such as reducing complaints and improving the quality of service. One effort can be made to provide a spreadsheet link or Google Drive link containing a flow for accelerating complaint handling. Another effort is to implement a comprehensive improvement strategy to improve the patient experience during treatment.

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