TY - JOUR
T1 - Strategic hospital services quality analysis in Indonesia
AU - Handayani, Putu Wuri
AU - Hidayanto, Achmad Nizar
AU - Sandhyaduhita, Puspa Indahati
AU - Kasiyah,
AU - Ayuningtyas, Dumilah
N1 - Funding Information:
We convey our gratitude to the Directorate General of Higher Education for the Program Penelitian Unggulan Perguruan Tinggi (PUPT) Grant No. 1025/H2.R12/HKP.05.00/2014 and Universitas Indonesia for the continuous support, particularly to the Directorate of Research and Community Engagement . Moreover, we would like to gratefully acknowledge the insightful review and suggestions from the reviewers on the earlier version of this paper.
Publisher Copyright:
© 2014 Elsevier Ltd. All rights reserved.
PY - 2015/4/15
Y1 - 2015/4/15
N2 - Indonesia initially launched the Universal Health Coverage (UHC) program in early 2014 in an effort to ensure decent living conditions for all of its citizens through national health insurance. This program is mandated by the 1945 Constitution of the Republic of Indonesia Article 28 and 34 and is also aligned with the World Health Organization (WHO) program. However, as part of a program that provides health services, hospitals still have problems, such as the time-consuming administration process from registration to the payment process, which results in patient dissatisfaction and, subsequently, poor quality of hospital services. Therefore, the main purpose of this research is to analyze the dimensions that are required by the hospital to increase the quality of hospital services to meet the stakeholders' (i.e., hospital management, the Ministry of Health as a government policy maker, academicians, and patients) needs and expectations. This research was carried out using a qualitative and quantitative study by conducting interviews and distributing questionnaires to the management group (the Director of Health Efforts Referral [Bina Upaya Kesehatan Rujukan] of the Ministry of Health and the Hospital Accreditation Commission [KARS - Komisi Akreditasi Rumah Sakit]), 23 high-level management officers from 2 public central hospitals, 2 public regional hospitals, and 6 private hospitals, 2 academicians of Public Health and Computer Science, and 297 patients. We analyzed the data using the Entropy method. This research shows that the main dimensions that are necessary to be implemented by the hospitals in order of priority are human resources, process, policy, and infrastructure.
AB - Indonesia initially launched the Universal Health Coverage (UHC) program in early 2014 in an effort to ensure decent living conditions for all of its citizens through national health insurance. This program is mandated by the 1945 Constitution of the Republic of Indonesia Article 28 and 34 and is also aligned with the World Health Organization (WHO) program. However, as part of a program that provides health services, hospitals still have problems, such as the time-consuming administration process from registration to the payment process, which results in patient dissatisfaction and, subsequently, poor quality of hospital services. Therefore, the main purpose of this research is to analyze the dimensions that are required by the hospital to increase the quality of hospital services to meet the stakeholders' (i.e., hospital management, the Ministry of Health as a government policy maker, academicians, and patients) needs and expectations. This research was carried out using a qualitative and quantitative study by conducting interviews and distributing questionnaires to the management group (the Director of Health Efforts Referral [Bina Upaya Kesehatan Rujukan] of the Ministry of Health and the Hospital Accreditation Commission [KARS - Komisi Akreditasi Rumah Sakit]), 23 high-level management officers from 2 public central hospitals, 2 public regional hospitals, and 6 private hospitals, 2 academicians of Public Health and Computer Science, and 297 patients. We analyzed the data using the Entropy method. This research shows that the main dimensions that are necessary to be implemented by the hospitals in order of priority are human resources, process, policy, and infrastructure.
KW - Entropy
KW - Healthcare
KW - Hospital
KW - Hospital service quality
KW - Patient
KW - Quality
KW - Service quality
UR - http://www.scopus.com/inward/record.url?scp=84919800459&partnerID=8YFLogxK
U2 - 10.1016/j.eswa.2014.11.065
DO - 10.1016/j.eswa.2014.11.065
M3 - Article
AN - SCOPUS:84919800459
SN - 0957-4174
VL - 42
SP - 3067
EP - 3078
JO - Expert Systems with Applications
JF - Expert Systems with Applications
IS - 6
ER -