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"Penelitian tesis ini bertujuan untuk mengetahui citra Rumah Sakit Harapan Jayakarta dan dimensi-dimensi yang berhubungan dengan citra, yaitu familiaritas, aspek emosi, pelayanan, lingkungan dan keuangan.Penelitian dilakukan pada tanggal 18 Mei - 8 Juni 2010. Jenis penelitian adalah cross sectional pada 95 pasien rawat jalan. Uji statistik yang digunakan adalah chi square dan regresi logistik.Hasil penelitian didapatkan bahwa responden yang menyatakan citra RSHJ baik adalah sebesar 68,4%. Dari hasil uji bivariat, variable yang memiliki hubungan bermakna dengan citra adalah variable familiritas, aspek emosi, pelayanan, lingkungan dan keuangan. Hasil uji regresi logistic didapatkan bahwa variabel yang paling dominan berhubungan dengan citra adalah variable pelayanan dan diikuti variable keuangan dengan persamaan regresi logistic sebagai berikut : Citra RS = (-1,872 + 2,6 x pelayanan) + (1,9 x keuangan). Secara umum citra RSHJ pada unit rawat jalan sudah baik, untuk itu perlu dipertahankan dan lebih ditingkatkan lagi pelayanan yang lebih berorientasi pada pasien.

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The aims of this research are to have image perspective of the Harapan Jayakarta Hospital and the dimensions which related by image as familiarity, emotional aspect, service, environment and financial. This study was held on May 18th until June 8th 2010 and used the cross sectional design with 95 person number of respondents. The statistic methods used are chi square and logistic regression.The result of the study showed that 68,4% respondents said that RSHJ had good images. The result of bivariat analysis showed that there are significant relationship between image and its dimensions (familiarity, emotional aspect, service, environment and financial). The result of logistic regression showed that the most relations dominant variable with image are service variable and followed with financial variable and the equal of logistic regression is hospital image = (- 1,872 + 2,6 x service) + (1,9 x financial). Generally, RSHJ had good images, but it has to improve patient oriented care."

"Latar Belakang: Keselamatan pasien merupakan prioritas utama dalam pelayanan kesehatan. Leadership WalkArounds (LWA) adalah pendekatan yang terbukti efektif meningkatkan keselamatan pasien di berbagai negara. Penelitian ini bertujuan mengevaluasi efektivitas LWA di Rumah Sakit Harapan Jayakarta (RSHJ) terhadap persepsi staf mengenai komunikasi terbuka, respon tidak menghukum, frekuensi pelaporan insiden, dan umpan balik terhadap kesalahan. Metode: Penelitian mixed methods dengan desain sequential explanatory dilakukan di RSHJ pada Oktober-Desember 2023. Data kuantitatif dikumpulkan melalui kuesioner daring kepada 47 staf pelayanan, sedangkan data kualitatif diperoleh melalui wawancara mendalam dengan pimpinan dan staf, serta telaah dokumen. Hasil: LWA terbukti efektif meningkatkan komunikasi terbuka, respon tidak menghukum, frekuensi pelaporan insiden, dan umpan balik terkait kesalahan. Namun, terdapat perbedaan persepsi antara pimpinan dan staf klinis mengenai respon terhadap kesalahan. Hambatan dalam pelaksanaan LWA meliputi rendahnya partisipasi dokter, inkonsistensi jadwal pelaksanaan, belum adanya daftar pertanyaan terstruktur, sistem pelaporan insiden yang masih manual, dan belum optimalnya komposisi dewan pengawas. Kesimpulan: LWA efektif meningkatkan budaya keselamatan pasien di RSHJ. Namun, efektivitasnya perlu ditingkatkan dengan mengatasi hambatan-hambatan yang ada, seperti meningkatkan partisipasi dokter, menindaklanjuti temuan secara konsisten, dan memperkuat budaya pelaporan insiden.

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Background: Patient safety is a top priority in healthcare. Leadership WalkArounds (LWA) is an approach proven effective in improving patient safety in various countries. This study aims to evaluate the effectiveness of LWA at Harapan Jayakarta Hospital (RSHJ) on staff perceptions regarding open communication, non-punitive response, incident reporting frequency, and feedback on errors. Methods: A mixed-methods study with a sequential explanatory design was conducted at RSHJ from October to December 2023. Quantitative data was collected through online questionnaires from 47 service staff, while qualitative data was obtained through in-depth interviews with leaders and staff, and document reviews. Results: LWA was found to be effective in improving open communication, non-punitive response, incident reporting frequency, and feedback on errors. However, there were differences in perception between leaders and clinical staff regarding the response to errors. Barriers to LWA implementation include low doctor participation, inconsistent scheduling, lack of structured questions, a manual incident reporting system, and a suboptimal composition of the supervisory board. Conclusion: LWA is effective in improving patient safety culture at RSHJ. However, its effectiveness needs to be enhanced by addressing existing barriers, such as increasing doctor participation, consistently following up on findings, and strengthening the incident reporting culture."

"Penelitian ini bertujuan untuk mengetahui hubungan antara empat elemen Brand Equity yaitu Brand Awareness, Brand Association, Perceived Quality dan Brand Loyalty) terhadap Brand Equity RS Islam Jakarta menurut persepsi pelanggan rawat jalan di empat layanan dasar, dengan menggunakan metode penelitian deskriptif analitik dengan pendekatan crosssectional yang bersifat kuantitatif, dilengkapi dengan metode kualitatif.Hasil Penelitian menunjukkan bahwa Brand Awareness, Brand Association, Perceived Quality dan Brand Loyalty memiliki hubungan yang kuat terhadap Brand Equity RSIJ. Keempat elemen ini berkontribusi dalam membentuk Brand Equity RSIJ, namun yang memberikan kontribusi terbesar adalah Brand Loyalty dan Perceived Quality.

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This research is aimed to know the relationship among four elements of Brand Equity (Brand Awareness, Brand Association, Perceived Quality and Brand Loyalty) and Brand Equity based on outpatient?s perception, using descriptive analytic methode, with crosssectional approach in quantitative and completed with kualitative.The study result shows that Brand Awareness, Brand Association, Perceived Quality and Brand Loyalty has strong relationship with Brand Equity of RSIJ. These four elements have contribution to build Brand Equity of RSIJ. Among those which have the most contribution are Brand Loyalty and Perceived Quality."

"Patient satisfaction is one of indicators to measure efficacy of hospital service and giving feedback for the side of management, because service satisfaction will give positive effect of hospital promotion. Background of this research is the existence of trend increasing customer complain both indirect and direct (suggestion box) which are collected by marketing department during 2005 until one semester of 2007 and the existence of trend lowering amount of outpatient where their medical costs is given by company based on data which is collected by medical record department during 2005 until 2007 and also lowering amount of new outpatient during 2006 until 2007 at Coroner and Venous Hospital of Harapan Kita (RSJPD). Purpose of this research is finding te-exploiting enthusiasm of outpatient unit by patient which is evaluated of satisfaction factor at the place of patient acceptance, satisfaction at the place of patient Service, satisfaction at the place of cashier and service cost factor."