Djazuly Chalidyanto
Department Administration and Health Policy, Faculty of Public Health, Universitas Airlangga

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CUSTOMER GAP IN BPJS KESEHATAN CENTER SERVICE Handini, Indira Probo; Chalidyanto, Djazuly
Jurnal Administrasi Kesehatan Indonesia Vol 3, No 2 (2015)
Publisher : Universitas Airlangga

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (76.585 KB) | DOI: 10.20473/%J. Vol%V. No.%I. 2015. Hal.%P

Abstract

ABSTRACTAfter almost 2 years implementation of National Health Insurance (JKN) held by Health Social Insurance Organizing Board (BPJS Kesehatan), many evaluation needs to be done. One of them is BPJS Kesehatan Center located in hospital that provide direct service for patients who referred by the First Level Health Care (FKTP). This studyaim to analyzecustomer gap betweenexpected serviceand perceived service patientsinBPJS Kesehatan CenterRSALdr. RamelanSurabaya. This is an observasional study and cross sectional analytic design. Sample were in equal to 95 people and collected by systematic random sampling. Samples were outpatients who ever used BPJS Kesehatan Center service in RSAL dr. Ramelan Surabaya. Data were collected by questionnaires and calculated by Customer Gap to identify the differences between expected service and perceived service. Data were processed by Wilcoxon Sign Rank Test (α = 0,05). The results showedmost respondentshadvery high expectationsandreceived quite good services. Wilcoxon SignRankTestshowedthere is a differencebetweenthe expected service and perceived service (p = 0,000). This studyconcluded that customer gap in all aspects of BPJS Kesehatan Center service, such as competency, responsiveness, assurance, empathy, communication, caring, dan physical environment. Negative result indicates that expectedservice (ES) is greater than theperceived service(PS). Respondentsare not satisfiedwith the overallperceived serviceatBPJS Kesehatan Center.Keywords : BPJS Kesehatan Center, customer gap, expected service, perceived service                
THE RELATIONSHIP OF INDIVIDUAL CHARACTERISTIC TOWARDS PRODUCT QUALITY ASSESMENT OF OUTPATIENT PHARMACY Ruditya, Ade Nurma; Chalidyanto, Djazuly
Jurnal Administrasi Kesehatan Indonesia Vol 3, No 2 (2015)
Publisher : Universitas Airlangga

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (96.421 KB) | DOI: 10.20473/%J. Vol%V. No.%I. 2015. Hal.%P

Abstract

ABSTRACTPharmacy services in hospitals need special attention to achieve effectiveness and efficiency of quality dimensions. Achievement of customer satisfaction figures in Dr. Moewardi Pharmacy Hospital Surakarta didnt meet hospital standards that set in the amount of ≥ 80% over the years 2013 to 2014, especially in the outpatient pharmacy. The purpose of this research is to study the relationship between the individual factors of patient (age, sex, educational level, employment status, income level) to product quality assessment in an outpatient pharmacy. This research is an observational analytic with cross sectional study design. Data was collected by interview using a questionnaire. Analyzed using univariate and bivariate analysis. The Results of the analysis of the factor that were significantly associated with the assessment of product quality are age and employment status. The majority of respondents give high scores for product quality assessment. Individual patient factors associated with product quality assessment in outpatient pharmacies are age and employment status. Need to maintain the quality of existing products, and specifically to the dimensions of the products features need to increase in order to better product quality.Keywords: pharmacy services, individual factors, products quality
CORRELATION EMERGENCY STATUS WITH ATTENDANCE OF EMERGENCY ROOM AT RSUD IBNU SINA KABUPATEN GRESIK Hardyanti, Hikmah Ridho; Chalidyanto, Djazuly
Jurnal Administrasi Kesehatan Indonesia Vol 3, No 1 (2015)
Publisher : Universitas Airlangga

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (88.561 KB) | DOI: 10.20473/jaki.v3i1.1492

Abstract

ABSTRACT The number of non-emergency patients is high from normative visit an indication of problems in the Emergency Room. The purpose of this study to analyze the relationship between the patients assessment of the provider or hospital with emergency status. This study examines the factors that exist in hospitals, among others, policy about patients who come, the physical condition of buildings, facilities, skilled human resources. The study involved 172 patients who ever went to the Emergency Room RSUD Ibnu Sina Kabupaten Gresik in June 2014, data were taken with visit their homes to conduct interviews based on a questionnaire. The independent variable in this study is the emergency of the patients status while the dependent variable is the policy of the patients who come, the physical condition of buildings, facilities, skilled human resources. Data were analyzed using the relationship test Chi-square (α = 0.05). The study states that the factors comprising hospital policy on patients who come, the physical condition of buildings, facilities and skilled human resources and discipline to have a relationship with the emergency of the patients status. Variable physical condition of buildings, facilities and skilled human resources need to be considered and improved the quality of emergency services. Keywords: facilities, hospital, status of emergency, the physical condition of                    buildings
WAITING LINE ANALYSIS PATENT DRUGS SERVICES IN PHARMACY OUTPATIENT SERVICES Sujoko, Aris; Chalidyanto, Djazuly
Jurnal Administrasi Kesehatan Indonesia Vol 3, No 2 (2015)
Publisher : Universitas Airlangga

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (77.63 KB) | DOI: 10.20473/%J. Vol%V. No.%I. 2015. Hal.%P

Abstract

ABSTRACTDuring 2013 until 2014, pharmacy outpatient services had not reached indicator of the standard minimum service. The average time of respons time was over the standard minimum service. It caused complain from patient, in 2014 the highest complain was 83% about time services. The objective of this research was to find better model queueing system to decrease the waiting time. This study is a quantitative descriptive study with cross sectional design and observational method. The sample calculated by proportional random sampling formula, with 74 prescription and collected by accidental random sampling in peak time. Primary data was obtained by observation and secondary data was collected from documentations in pharmacy outpatients service. The highest service time occured in drugs preparation process with 3.71 minutes and the highest waiting time occured in last checking drugs process. The highest utilization rate occurred in drugs preparation process with 256% and after simulation became 73% with increased service rate in 81%. The lowest utilization rate occurred in giving drugs process was 19%. The conclusion from this study was the drugs preparation process had high workload and caused queueing. A suggestion from this research was to add workload for giving drugs process to help drugs preparation process. Keywords: outpatient pharmacy, queueing system, simulation
The Effect of Patient Safety Culture on the Quality of Nurses’ Performance Harlin, Ririk; Chalidyanto, Djazuly; Permatasari, Ririn Indah
JMMR (Jurnal Medicoeticolegal dan Manajemen Rumah Sakit) Vol 10, No 1 (2021): April
Publisher : Universitas Muhammadiyah Yogyakarta in Clollaboration with ADMMIRASI

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.18196/jmmr.v10i1.10279

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Patient safety culture should be applied by all nurses in healthcare facilities. Yet, most of the time, nurses are not aware of its importance, resulting in patients’ poor perception of the nurses’ performance. This study identified the effect of patient safety culture on nurses’ performance at Bakti Mulia General Hospital. This was a correlation-descriptive study, which selected all nurses as many as 28 at Bakti Mulia General Hospital by using simple random sampling. Data were collected through questionnaires and analyzed using univariate and bivariate analysis with Pearson Correlation test. The majority of the respondents had poor patient safety culture (46%), and some had high patient safety culture (54%). The majority of the respondents showed had poor performance (68%), and some others had high performance (32%). There was a significant effect on patient safety culture on nurses' performance at Bakti Mulia General Hospital.
Analysis of Determinant Factors for Hospital Staff Adherence to The Use of PPE The Care of COVID-19 Patients Gunawan, Indra; Chalidyanto, Djazuly
JMMR (Jurnal Medicoeticolegal dan Manajemen Rumah Sakit) Vol 9, No 3 (2020): December
Publisher : Universitas Muhammadiyah Yogyakarta in Clollaboration with ADMMIRASI

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.18196/jmmr.93130

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COVID-19 (coronavirus2019) is a viral infection of concern globally. Based on data released by the National Disaster Management Agency in July 2020, there was a twenty-six COVID-19 hospital cluster. This study aimed to analyze determinant factors for hospital staff adherence to the use of personal protective equipment in the care of COVID-19 patients. This Study is observational research with a cross-sectional design. The sample was selected using a simple random sampling technique with a total sample of 53 respondents. Data was collected using a questionnaire and analyzed using linear regression statistical analysis. The result of the study illustrated that only 43.40% of the hospital staff were compliant to use PPE. The respondents have characteristics as follows: good knowledge (52.83%), good risk perception (50.94%), low barriers to implementation (71.70%), good safety climate (90.57%), and good information and training (94.34%). There were correlation between knowledge (p-value = 0.000, β = 0.880), risk perception (p-value = 0.000, β = 0.846), barriers to implementation (p-value = 0.000, β = 0.579), safety climate (p-value = 0.005, β = 0.646), information and training (p-value = 0.034, β = 0.620) with hospital staff using PPE.  Knowledge and risk perception has a very strong correlation with hospital staff adherence.
The Relationship Between Characteristics of Health Workers on Handwashing Behavior Iriandoko, Ossy Wijaya; Chalidyanto, Djazuly
JMMR (Jurnal Medicoeticolegal dan Manajemen Rumah Sakit) Vol 9, No 2 (2020): August
Publisher : Universitas Muhammadiyah Yogyakarta in Clollaboration with ADMMIRASI

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.18196/jmmr.92127

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Based on data from PPI Hospital X in Surabaya there are still nosocomial infections. If the incidence of this infection continues to recur, then the hospital's image will be bad and can cause hospital bed occupational rates to decrease. The purpose of this study was to determine the relationship between the characteristics of health workers (level of knowledge, level of education, age, and length of work) with the level of compliance of health workers doing hand washing at the "X" Hospital in Surabaya. This research is a descriptive correlation study. The sample in this study was 150 health workers working at X Hospital Surabaya, using proportional random sampling stratification technique. Data were collected using a questionnaire instrument. Data analysis using Pearson correlation test. The results revealed a significant relationship between the level of knowledge about handwashing (p = 0.001), an education level (p = 0.004), age (p = 0,000) and years of service (p = 0,000) to the level of compliance of health workers doing hand washing at the "X" Hospital in Surabaya. Surabaya "X" Hospital health workers have a level of compliance with handwashing with a maximum compliance category 75% (76%).
The Effect of Service Quality on Loyalty Through Patient Satisfaction in Outpatient of Hospital X, Malang Sholeh, Moh; Chalidyanto, Djazuly
JMMR (Jurnal Medicoeticolegal dan Manajemen Rumah Sakit) Vol 10, No 2 (2021): August
Publisher : Universitas Muhammadiyah Yogyakarta in Clollaboration with ADMMIRASI

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.18196/jmmr.v10i2.10239

Abstract

This study aimed at analyzing correlation between digital marketing and customer satisfaction and loyalty at general hospitals during the COVID-19 pandemic era. This study was a quantitative study with an observational design and a cross-sectional approach. The population of this study was the hospital’s customers with a total sample of 100 customers that had already received hospital services during the COVID-19 pandemic era and taken using a simple random sampling technique. Data analysis was done using Pearson’s correlation test. Digital marketing was perceived well by 84% of the respondents. Further, for customer satisfaction, it was shown that most respondents had a high satisfaction of 77%. For customer loyalty, it was shown that most respondents had a high loyalty of 75%. The result of data processing for correlation between digital marketing and the respondent’s satisfaction showed a significance level of 0.000 (p-value 0.05) with an r-value of 0.827. Meanwhile, correlation between digital marketing and the respondent’s loyalty showed a significance level of 0.000 (p-value 0.05) with an r-value of 0.655. Digital marketing and customer satisfaction and loyalty at general hospitals are correlated and it’s an effective way to improve hospital customer satisfaction and loyalty during the COVID-19 pandemic era.