Research of Service Administration Health and Sains Healthys
Lembaga Penelitian dan Pendidikan (LPP) Mandala
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Inter-Organizational Culture Model Based on the Balanced Scorecard at Kusuma Pertiwi Clinic
Primary healthcare organizations require an integrated culture that can translate strategic objectives into consistent service behavior. This study developed an inter-organizational culture model using the Balanced Scorecard at Kusuma Pertiwi Clinic, Kediri Regency, East Java. A descriptive-exploratory qualitative case study was conducted through semi-structured interviews, non-participant observation, and document review involving seven key informants across managerial roles and generations. Data were analyzed using the Miles, Huberman, and Saldana model through data condensation, data display, conclusion drawing, triangulation, and member checking. The findings showed that the clinic's culture was anchored in family orientation, openness, discipline, flexibility, and honesty, but required stronger financial transparency, clearer role distribution, digital coordination, and structured accountability. The Balanced Scorecard analysis indicated good patient satisfaction and learning culture, while the financial and internal process perspectives required more systematic improvement. The proposed model integrates core cultural values, new professional values, operational mechanisms, collaborative leadership, and cross-generational mentoring to strengthen clinic performance.
Copyright (c) 2026 Roosi Rachma Kemala, A. Rohendi, R. Oke Andikarya
Web-Based Cash and Drug Inventory Information System Implementation Model at Ayah Bunda Pharmacy
Manual and semi-digital cash and medicine-recording processes in community pharmacies create risks of delayed reporting, duplicated entries, stock discrepancies, and weak managerial control. This study examined the implementation of a web-based cash and drug inventory information system at Ayah Bunda Pharmacy, Binjai, North Sumatra, by integrating the DeLone and McLean Information Systems Success Model with a Content Management System perspective. A qualitative case-study design was applied. Data were collected through semi-structured interviews, direct observation, and documentation involving the pharmacy owner, administrative personnel, cashiers, and pharmacy staff. Data were analyzed using the interactive model of reduction, display, and conclusion drawing. The findings indicate that the system provided accessible navigation, adequate speed and stability, integrated transaction and inventory data, responsive technical support, role-based access, and flexible content updating. Information quality was strong for cash and reporting functions but remained dependent on disciplined and complete stock input. Use intensity differed across functions: pharmacy staff used the system routinely, while some cashiers remained in transition from manual routines. Overall, the system improved reporting efficiency, stock visibility, transparency, and data-based decision making. The proposed implementation model emphasizes system integration, user discipline, technical readiness, continuous training, and governance controls as mutually reinforcing conditions for sustainable pharmacy digitalization.
Copyright (c) 2026 Tia Oktavia, Erliany Syaodih, Ign. Wiseto P. Agung
Service Access and Veterinarian Communication as Predictors of Cat Owners' Core Vaccination Compliance
Core vaccination is a fundamental preventive service for maintaining cat health and limiting the transmission of infectious diseases with potential animal and public health consequences. Nevertheless, cat owners' adherence to recommended vaccination schedules remains a managerial challenge in veterinary clinics. This study examined the effects of service access and veterinarian communication on cat owners' compliance with core vaccination at Sukma Animal Care Veterinary Clinic, Wonosobo. A quantitative survey design was applied to 100 cat owners selected through purposive sampling. Data were collected using a structured five-point Likert questionnaire and analyzed with descriptive statistics and multiple linear regression. The findings showed high respondent perceptions of service access (mean = 4.03), veterinarian communication (mean = 3.92), and compliance (mean = 3.99). Regression analysis indicated that service access significantly predicted compliance (B = 0.496, beta = 0.480, p < 0.001), while veterinarian communication also had a significant positive effect (B = 0.508, beta = 0.478, p < 0.001). Simultaneously, both variables explained 44.3% of compliance variance (R2 = 0.443; F = 38.560; p < 0.001). The study concludes that improving accessible service systems and strengthening clear, empathetic, and interactive veterinarian communication are essential managerial strategies for increasing owner compliance with preventive vaccination programs.
Copyright (c) 2026 Rafif Naufal Dani, Abdul Halim, Dadang Kusnadi
Hospitals as Service Products: Service Quality and Patient Satisfaction
Hospitals are healthcare institutions that function as service providers with unique characteristics distinct from tangible products, making service marketing perspectives essential for improving service quality and patient satisfaction in a competitive healthcare environment. This study employed a Systematic Literature Review (SLR) using the PRISMA protocol to identify and synthesize empirical and conceptual evidence related to hospital service characteristics, service quality dimensions, service marketing mix, and factors influencing patient satisfaction and loyalty. Literature searches were conducted in Scopus, PubMed, Google Scholar, EBSCO, and ProQuest for publications from 2013–2024. From 847 identified articles, 42 met the inclusion criteria and were analyzed. The findings revealed five dominant themes: IHIP characteristics in hospital services, SERVQUAL-based service quality dimensions, implementation of the 8P service marketing mix, the relationship between service quality and patient satisfaction and loyalty, and the role of human resources in achieving service excellence. The review confirms the relevance of the service marketing framework proposed by Christopher Lovelock and Lauren Wright in understanding hospitals as service products. Overall, hospitals require a holistic and patient-oriented management approach, where integrating service marketing concepts such as the flower of service, 8P marketing mix, and service quality management can significantly enhance patient satisfaction and loyalty.
Copyright (c) 2026 Research of Service Administration Health and Sains Healthys
The Relationship between Elderly Characteristics and the Incidence of Cough in Elderly Residents at Social Institution X in Jakarta: A Cross-Sectional Analysis
Cough is one of the respiratory complaints that often occurs in the elderly and can reduce the quality of life if it occurs chronically. This study aims to analyze the relationship between elderly characteristics and the incidence of cough in Social Institution X. The study used an observational analytical design with a cross-sectional approach. The study sample consisted of 110 respondents selected using a purposive sampling technique. Data analysis was performed using IBM SPSS Statistics version 26 through univariate and bivariate analysis with the chi-square test at a significance level of p<0.05. The results showed that most respondents were in the 60–74 years age group (70.9%), female (66.4%), had normal nutritional status (51.8%), and did not have a smoking habit (53.9%). Most respondents did not experience cough (50%). Bivariate analysis showed that nutritional status and smoking habits were significantly associated with the incidence of cough in the elderly (p<0.05), while age and gender did not show a significant relationship (p>0.05). This study emphasizes the importance of controlling risk factors and implementing a healthy lifestyle in efforts to prevent respiratory disorders in the elderly.
Copyright (c) 2026 Rayhana Rayhana, Resy Dwi Aprilianti, Adinta Anandani, Dayu Swasti Kharisma,
Evaluation of Physician Compliance in the Implementation of Clinical Pathways at Moh Ridwan Meuraksa Level Ii Hospital Jakarta
This study aims to evaluate the level of physician compliance in the implementation of Clinical Pathways (CP) at Moh Ridwan Meuraksa Class II Hospital, Jakarta. Clinical Pathways function as a clinical care management tool designed to ensure consistency, efficiency, and quality of patient services based on scientific evidence and standardized procedures. The research applied a quantitative approach with an observational cross-sectional design through direct observation and the distribution of questionnaires to physicians. The sample consisted of 40 physicians involved in the implementation of CP for five major diagnoses, namely Acute Myocardial Infarction (AMI), Severe Preeclampsia, Hypertrophic Tonsils, Femur Fracture, and Cervical Cancer. The research instruments included observation sheets and questionnaires that had been tested for validity (r > 0.361) and reliability (Cronbach’s Alpha = 0.857). The findings indicate that overall physician compliance with CP implementation falls into the moderate category (65.8%). The highest compliance occurred in emergency clinical examinations and initial therapy administration, while the lowest compliance appeared in variance documentation and multidisciplinary consultation. The study recommends strengthening training, improving information systems, and integrating CP into Electronic Medical Records to enhance compliance and service quality.
Hospital Image and Laboratory Service Quality on Customer Loyalty: Mediating Role of Customer Satisfaction
This study aimed to analyze the effects of hospital image and laboratory service quality on customer loyalty, considering the mediating role of customer satisfaction. The research was conducted at Restu Ibu Hospital Balikpapan using a quantitative approach with a causal design. A total of 163 respondents were selected through purposive sampling. Data were collected via questionnaires and analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM). Hospital image had a significant direct effect on customer loyalty (β = 0.325; p = 0.031), while laboratory service quality did not have a significant direct effect (β = 0.037; p = 0.683). Customer satisfaction had a significant effect on customer loyalty (β = 0.528; p < 0.001) and mediated the relationship between hospital image (β = 0.207; p = 0.001) and laboratory service quality (β = 0.246; p = 0.027) with customer loyalty. The model Goodness of Fit (GoF) value of 0.717 indicated an excellent model fit. These findings highlight the importance of strengthening institutional image and improving laboratory service quality as key strategies to enhance customer loyalty in the hospital setting.
Implementation of Training in Improving Hospitality Services At Dr. R. Goeteng Taroenadibrata Purbalingga Hospital
This study aims to analyze the implementation of training programs in improving hospitality services at RSUD dr. R. Goeteng Taroenadibrata Purbalingga. The study is motivated by the need to enhance hospital service quality, which should not only focus on medical aspects but also on non-medical aspects such as friendliness, empathy, and effective communication with patients and their families. A qualitative descriptive approach was employed involving 13 informants consisting of hospital employees, health workers, and non-health staff. Data were collected through in-depth interviews, observation, and documentation, and were analyzed using the interactive model of Miles and Huberman, which includes data reduction, data display, and conclusion drawing. The findings indicate that hospitality training has been conducted regularly, covering interpersonal communication, service excellence, and the development of patient-friendly attitudes. The implementation of the training has increased employees’ awareness of patient-oriented services. However, several challenges remain, including limited training duration, lecture-dominated learning methods, unequal training opportunities for all staff including outsourced workers, and limited post-training evaluation to measure behavioral changes. Therefore, this study recommends improving interactive training design, expanding participant coverage, and strengthening continuous evaluation to ensure sustainable improvements in hospital hospitality services.
The Effect of Working Capital Management Effectiveness and Fixed Asset Management Efficiency on the Financial Performance of Anutapura Regional Hospital, Palu City
This study aims to analyze the effect of working capital management effectiveness and fixed asset management efficiency on the financial performance of RSUD Anutapura Palu. The independent variables used are Working Capital Turnover (WCT) and Fixed Asset Turnover (FAT), while financial performance is measured using Return on Fixed Assets (ROFA). A quantitative approach was employed, using multiple linear regression analysis based on financial report data from 2017 to 2022. The results indicate that WCT and FAT simultaneously have no significant effect on ROFA, as shown by a significance value of 0.906 (> 0.05), thus rejecting the alternative hypothesis. These findings suggest that other factors such as high operational costs, fluctuations in BPJS revenue, and the lack of integration of financial indicators into strategic planning documents have a more dominant influence on financial performance. Therefore, improvements in integrated financial management systems and the implementation of result-based budgeting principles are necessary to enhance efficiency and ensure the hospital's financial sustainability.
Analysis of the Effect of Marketing Mix 9p on Revisit Interest of Outpatient Patients at Metta Medika Hospital in Padangsidimpuan City
Hospital marketing is carried out to fulfill patient needs and desires and generate profits for the hospital. A good marketing strategy requires a marketing mix method to achieve health service goals. The marketing mix is a hospital's main business closely related to patient behavior in utilizing services. The intention to revisit is influenced by patient perceptions of the marketing mix. This study aims to analyze the effect of the 9P marketing mix on the intention to revisit outpatients at Metta Medika Hospital, Padangsidimpuan City. The study uses quantitative methods with a sample of 340 outpatients selected using incidental sampling. Data collection uses questionnaires with a Likert scale. Data processing uses the Classical Assumption Test and multiple linear regression analysis with Statistical Package For The Social Science (SPSS). Partial research results show that process (p=0.029), physical evidence (p=0.000), people (p=0.007), and public relations (p=0.000) variables significantly influence revisit intentions. Meanwhile, product, price, place, promotion, and power variables do not have a significant effect. Simultaneously, all 9P marketing mix variables have a significant effect (F=28.814; p=0.000) with an R Square value of 0.440, indicating 44% of the variation in revisit intention can be explained by the 9P marketing mix variables.
Prolanis Patient Participation Enhancement Model Through a Recreational Environmental Approach
Prolanis is a health service system and a proactive approach implemented in an integrated manner involving Participants, Health Facilities, and BPJS Health, aimed at maintaining the health of BPJS Health participants suffering from chronic diseases to achieve an optimal quality of life with effective and efficient healthcare costs.The purpose of this study is to analyze the factors that increase the participation of Prolanis patients through a recreational environment approach. The sampling technique used is the total population sampling method.This research is a qualitative descriptive analytical study. Statistical instruments are used quantitatively with the Normality Test method and Pearson Correlation. Based on the research results, the influence of the recreational environment on Prolanis participation is significant. The findings show that the recreational environment contributes 80% to the increase in Prolanis patient participation. The remaining influence is affected by other factors not studied in this research, such as personal motivation, family support, respondents' views on the recreational environment, health conditions, or other social factors.
Implementation of Principles Good Corporate Governance (GCG) Procurement of Goods and Services by the Regional Public Service Agency at The Jatisari Regional Public Hospital, Karawang
This study examines the implementation of Good Corporate Governance (GCG) principles in the procurement of goods and services at Jatisari Regional Public Hospital, Karawang, which operates as a Regional Public Service Agency (BLUD). A qualitative descriptive method with a phenomenological approach was employed to analyze the application of transparency, accountability, responsibility, independence, and fairness in procurement processes. Data were collected through in-depth interviews with hospital directors, procurement officers, and patients, supported by direct observation and document analysis. The findings indicate that Jatisari Regional Public Hospital has made positive progress in implementing GCG principles through the use of electronic procurement systems, public information disclosure, and compliance with regulatory standards. Nevertheless, several challenges remain, including incomplete digitalization, inconsistent reporting mechanisms, political and bureaucratic intervention affecting institutional independence, limited human resource capacity, and unequal distribution of facilities across service units. The study concludes that while GCG implementation demonstrates a positive trajectory, substantial improvements are required in system strengthening, human resource development, and the enhancement of information technology–based governance.
Addie Model in Analyst Training to Improve the Professionality of Mawar Clinic Lab Officers in Bandung City
This study aims to analyze the training model for Medical Laboratory Technology Analysts (ATLM) in improving staff professionalism at the Mawar Clinical Laboratory in Bandung City. The research employed a qualitative case study design with data collected through in-depth interviews, observations, and documentation reviews. Data analysis was conducted using the ADDIE model—Analysis, Design, Development, Implementation, and Evaluation—supported by thematic coding assisted by NVivo software to enhance analytical rigor and validity. The findings indicate that the analysis phase identified the need to strengthen technical competencies, SOP comprehension, time management, and soft skills among ATLM staff. In the design phase, a competency-based training curriculum was developed according to laboratory standards. During the development phase, training modules, media, and evaluation instruments were produced and validated. Implementation was carried out through blended learning, hands-on practice, and direct supervision. The evaluation demonstrated improvements in ATLM professionalism, particularly in accuracy, discipline, SOP compliance, service quality, and work ethics. Overall, the ADDIE based training model proved relevant and effective in enhancing laboratory staff professionalism and is recommended for sustainable competency development within Mawar Clinical Laboratory.
Evaluation Strategy to Improve the Utilization of Posbindu As-Syifa I in the Facilities Aspect in Gerem Village, Banten Province
This study analyzes the implementation of service strategic management at Posbindu PTM As-Syifa I in Gerem Village, Banten Province, focusing on service quality, monitoring and evaluation systems, and the role of human resources and stakeholders. Using descriptive qualitative methods through in-depth interviews, observations, and document studies. Results show service quality is quite good with active cadre support and basic screening tools. However, limited infrastructure, absence of permanent facilities, and participant fluctuations remain obstacles. Monitoring and evaluation are conducted through primary health center supervision but lack structured internal evaluation mechanisms. SWOT analysis indicates the need for strengthening internal evaluation SOPs, cadre capacity building, and digitalization of recording. Limited funding and unintegrated stakeholder coordination emphasize the importance of formal cooperation and funding diversification for program sustainability.
The Effect of Environmental Comfort and Quality of Doctor's Examinations on Outpatient Satisfaction at Mentari 2 Clinic Bandung Regency
This study aims to find out how the picture of environmental comfort, the quality of doctor's examinations, and outpatient satisfaction, as well as to find out how the effect of environmental comfort and the quality of doctor's examinations on outpatient satisfaction at Mentari 2 Clinic Bandung Regency. The factors tested in this study were the comfort of the environment and the quality of the doctor's examination as independent variables. Meanwhile, outpatient satisfaction is a dependent variable. The research method used in this study is a verification method. The population in this study is outpatients of Mentari 2 Clinic in Bandung Regency which totals 13,843. The sample determination technique used in this study is the probability sampling technique with a simple random sampling method, and uses the yamane formula with a significance level of 10%, so that the sample in the study is 96 outpatients. The analysis method used in this study is multiple linear regression analysis at a significance level of 10%. Based on the results of the partial and simultaneous study, it shows that the comfort of the environment and the quality of doctor's examinations have a significant effect on the satisfaction of outpatients at the Mentari 2 Clinic in Bandung Regency. In addition, the magnitude of the influence of environmental comfort and the quality of doctor's examinations in contributing to outpatient satisfaction was 62.8%.
Copyright (c) 2025 Research of Service Administration Health and Sains Healthys
Effect of Bay Leaf Extract (Syzygium polyanthum) on Blood Glucose, Malondialdehyde, and Insulin Levels in Animal Models of Diabetes: A Systematic Review
Diabetes mellitus (DM) is a chronic metabolic disorder characterized by hyperglycemia resulting from impaired insulin secretion or action. Long-term antidiabetic therapy may cause adverse effects, highlighting the need for safer alternative treatments. Syzygium polyanthum (bay leaf) contains various bioactive compounds with antidiabetic and antioxidant activities. This study aimed to evaluate the effects of Syzygium polyanthum leaf extract on blood glucose, malondialdehyde (MDA) and insulin levels in diabetic rat models through a systematic review. This review was conducted in accordance with the Preferred Reporting Items for Systematic Review and Meta-Analyses (PRISMA) guidelines. Literature searches were performed in PubMed, Scopus, ScienceDirect, and Google Scholar. Included studies were experimental in vivo studies using diabetic rat models that assessed the effects of Syzygium polyanthum extract on blood glucose, insulin, and/or MDA levels. Risk of bias was evaluated using the CAMARADES tool. The results showed that administration of Syzygium polyanthum extract at doses of 250–500 mg/kg body weight consistently reduced blood glucose levels, accompanied by increased insulin levels and decreased MDA levels. These findings indicate that Syzygium polyanthum leaf extract has potential antidiabetic and antioxidant effects in animal models of diabetes
The Effect of Competence, Doctor Consultation Time and Facility Availability on Patient Complaints at the Emergency Ed at Permata Hospital, Depok
Emergency Department (ED) services are crucial as they directly impact patient survival. A decline in ED visits at Permata Depok Hospital in 2024 and early 2025 has raised concerns, particularly related to patient complaints shared via social media. This study aims to analyse the influence of healthcare workers’ competence, doctor consultation time, and facility availability on patient complaints in the hospital’s ED. This is a quantitative study with a cross-sectional design, involving 93 respondents selected using the Slovin formula from a population of 1,180 patients. Data were collected through a Likert-scale questionnaire and analysed using chi-square tests and logistic regression. The results show that all three variables significantly affect patient complaints (p-value < 0.05), with facility availability especially basic sanitation like soap, tissue, and clean water emerging as the most dominant factor. Managerial implications include the need to prioritize supporting facilities, implement SOPs and regular sanitation audits, adopt rapid reporting systems using QR codes, and make data-driven decisions through satisfaction surveys and WASH-FIT audits. Future research is recommended to expand variables, apply mixed-methods approaches, conduct inter-hospital comparisons, and monitor intervention outcomes.
Evaluation of Human Resource Governance in Improving the Efficiency of Drug Services: Study at the Outpatient Pharmacy Depot of Mokopido Regional Hospital, Tolitoli Regency, Central Sulawesi Province
The long waiting time for medication services at the Outpatient Pharmacy Depot of Mokopido Tolitoli Regional Hospital has become a major issue in improving the quality of hospital services, as it indicates inefficiencies in the human resources (HR) management of pharmacists. This study aims to evaluate HR governance at the pharmacy depot to improve the efficiency of drug services. Identified problems include workload imbalance, patient waiting times that far exceed standards, and increasing public complaints about the lengthy service process. This study used a qualitative approach with in-depth interviews, observation, and document analysis as data collection techniques. Research participants included hospital leaders, medical support officers, pharmacy installation managers, as well as pharmacists, pharmaceutical technicians, and outpatients. The results of the study indicate that HR governance is not yet optimal. Staff needs planning is not based on workload analysis, task division is still rigid, rotation mechanisms are unstructured, competency training is limited, and the performance evaluation system is not integrated with quantitative indicators such as prescription service waiting times. These conditions indicate a gap between managerial policies and operational needs in the field. Based on these findings, improving HR governance is a strategic step to increase service efficiency. The practical implications of this research emphasize the importance of workload-based HR planning, task flexibility and rotation, and the development of measurable training and performance evaluation to support continuous improvement.
The Role of Microglia and Astrocytes in the Neuroinflammation Process in Acute Ischaemic Stroke
Acute ischemic stroke triggers a complex neuroinflammatory response involving resident glial cells, particularly microglia and astrocytes. Microglia rapidly activate following ischemia and polarize into two main phenotypes: the pro-inflammatory M1 phenotype, which exacerbates neuronal damage through the release of cytokines like TNF-α, IL-1β, and reactive oxygen species (ROS), and the anti-inflammatory M2 phenotype, which promotes tissue repair via IL-10 and IL-4 secretion. Astrocytes also play a dual role: in the acute phase, they exert neuroprotective effects by regulating glutamate homeostasis, producing antioxidants (e.g., glutathione and superoxide dismutase), and supporting neurogenesis and angiogenesis; however, in the chronic phase, reactive astrocytes contribute to glial scar formation, which inhibits axonal regeneration. The dynamic interplay between microglia and astrocytes critically shapes the neuroinflammatory milieu—determining whether the response is protective or detrimental. Understanding these dual roles offers promising avenues for developing neuroprotective therapies targeting neuroinflammation after acute ischemic stroke.
The Effect of Employee Safety Training Frequency and Compliance on the Reducement of Workplace Accidents at Dr. Nur Clinic in Cimahi City
Workplace accidents in healthcare facilities are an important issue that has a significant impact on the safety of medical personnel, organizational efficiency, and service quality. Based on data showing an increase in workplace accident cases in Indonesia, a systematic approach is needed, including occupational safety and health (OSH) training and improving OSH compliance. This study aims to analyze the influence of the number of training sessions and compliance with workplace safety on the number of workplace accidents at Dr. Nur Clinic in Cimahi. The study employs a quantitative cross-sectional design with total sampling of all staff members (n=139). Primary data were collected through a questionnaire regarding the frequency of training, compliance with K3, and the number of workplace accidents over the past two years. Data were analyzed using multiple linear regression analysis. The results showed that the frequency of OSH training had a significant negative effect on the number of workplace accidents (r = -0.218; p = 0.028), with R² = 0.048, indicating that 4.8% of the variation in workplace accident incidents was explained by the frequency of training. Meanwhile, compliance with workplace safety showed a stronger and more significant negative correlation (r = -0.307; p = 0.002), with R² = 0.095, indicating a 9.5% contribution to reducing workplace accidents. Multiple regression analysis shows that both variables simultaneously influence the reduction in workplace accidents with an R² of 0.211 (p < 0.001), meaning that 21.1% of the variation in workplace accident incidents can be explained by the combination of both variables. These findings suggest that although the impact of each variable is moderate, the integration of training and improved compliance is more effective in creating a safer work environment. This study can serve as a basis for the development of more comprehensive OSH policies and learning for other health services in creating a strong safety culture.
the Influence of Patient Experience and Patient Trust on the Desire to Return to Treatment at the Calysta Karawang Clinic Based on Sor Theory
Quality health services are one of the main factors in determining patient loyalty, especially in aesthetic clinic services such as the Calysta Karawang Clinic. Patients' experience while receiving services and their level of trust in the clinic are important elements that influence the decision to return for treatment. This study aims to analyze the influence of patient experience and patient trust on the desire to return to treatment using the Stimulus-Organism-Response (SOR) theoretical framework. The research was conducted with a quantitative approach using survey techniques on 81 respondents. The independent variables studied were patient experience (X₁) and patient trust (X₂), while the dependent variable was the desire to return (Y). Data analysis was carried out with multiple linear regression using SPSS 26. The results showed that both partially and simultaneously, patient experience and patient trust had a significant effect on the desire to return to treatment. The coefficient of determination (R²) of 83.7% indicates that the two variables are able to explain the variation in the desire to return strongly. The findings emphasize the importance of improving doctor-patient communication, facility convenience, cost transparency, and strengthening clinic image to increase patient loyalty.
Exotic Clinic Karawang's Marketing Strategy in Increasing Consumer Attraction to the Programcontouring, Slimming, and Anti-Aging
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.
Implementation Analysis Safety Culture to Improve the Quality of Health Services
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.
Analysis of Socio-Economic Levels and Patient Satisfaction Levels on Revisit Intention at the Emergency Room of Pradipa Medika Hospital
The Emergency Department (ED) is a critical unit within hospitals, serving as the frontline for handling patients in emergency and critical conditions. The success of ED services depends not only on the quality of medical actions but also on patient satisfaction and their intention to revisit. This study aims to analyze the influence of socioeconomic level and patient satisfaction on patients' revisit intention to the ED of Pradipa Medika Hospital. This research uses a quantitative method with a cross-sectional approach involving 229 respondents selected through probability sampling. Data were collected using a validated and reliable questionnaire and analyzed using multiple linear regression. The results showed that socioeconomic level and patient satisfaction significantly affect patients' revisit intention. Patient satisfaction, particularly in the dimensions of reliability, assurance, tangibles, empathy, and responsiveness, is the main determinant driving patient loyalty to ED services. The study emphasizes the importance of improving hospital service quality by considering patients' socioeconomic aspects as a strategy to strengthen loyalty and patient retention.
Medical Equipment Procurement Management Strategy Efficiency-Based (Study on the Intensive Care Unit of Pradipa Medika Hospital in Kuningan Regency)
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.
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.
The Effect of Social Media Use Frequency on Adolescent Mental Health at Man 3 Tangerang
Social media has many positive influences that we can accept, but there are also many negative influences that occur due to social media, especially on mental health. Social media is present as part of the development of the internet. Its presence offers easy and new ways to interact, communicate, and socialize with the support of interesting features. The number of social media users in Indonesia is dominated by teenagers, so the impact is felt most by teenagers. Good use can improve achievement, conversely, bad use can have negative consequences for children and teenagers. Purpose: This study was to determine the effect of the frequency of social media use on the mental health of teenagers at MAN 3 Tangerang. Results: The level of social media use was high for 144 respondents (53.5%), and the mental health of teenagers was good for 137 respondents (50.9%). Conclusion: There is an influence of social media on mental health in teenagers at MAN 3 Tangerang.
Product Service Diversification Strategy to Increase Revenue and Maintain Financial Stability of Restu Ibu Hospital Balikpapan
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.
Supracondylar Humerus Fracture in Pediatrics
Supracondylar humerus fracture is the most common elbow fracture in children, particularly between the ages of 4 and 10 years. This injury typically occurs due to a fall on an outstretched hand, causing indirect trauma to the distal humerus, an area structurally thinner and more vulnerable to fracture. Clinical manifestations include pain, swelling, limited elbow motion, and, in severe cases, deformity or neurovascular impairment. Diagnosis is established through clinical assessment and radiographic evaluation, with key indicators such as the anterior humeral line and fat pad sign. Management is guided by the Gartland classification. Non-displaced fractures (Type I) are treated conservatively with immobilization, while displaced fractures (Types II, III, and IV) generally require closed reduction and percutaneous pinning to prevent complications such as neurovascular injury, compartment syndrome, malunion, and cubitus varus deformity. Early and appropriate treatment is essential to restore function and prevent long-term complications.
The Role of Specialist Doctors' Quick Response in Improving Hospital Services in the Eyes of Patients at Advent Hospital Manado
This study aims to explore in depth the patients’ perceptions of the role of rapid response from specialist doctors in improving hospital service quality, focusing on Advent Hospital Manado. The research method used is a qualitative approach with a descriptive phenomenological design, where data were collected through in-depth interviews with patients and their families who had direct interactions with specialist doctors. The results show that the speed of the doctors’ response plays a central role in shaping patients’ sense of safety, trust, and satisfaction. Slow responses often lead to emotional anxiety and negative perceptions of hospital professionalism. Determining factors such as internal communication systems, organizational flexibility, patient-centered service culture, and individual professionalism significantly influence patients’ perceptions of service quality. This research emphasizes that response speed is not merely a technical matter, but also reflects the values of empathy and moral responsibility among healthcare professionals. Therefore, an integration of adaptive hospital management systems, the utilization of information technology, and the cultivation of a responsive culture among specialist doctors are needed to enhance holistic and humanistic service quality.