Hasil Pencarian  ::  Simpan CSV :: Kembali

Abstrak :
Menghadapi pasar global, rumah sakit sebagai organisasi bisnis akan menghadapi persaingan bisnis yang bermuara pada masalah survival organisasi bisnis itu sendiri. Kemampuan beradaptasi merupakan modal organisasi RS supaya tidak terjebak dalam problematika survival. Rumah sakit berperan penting dalam memberikan pelayanan kesehatan yang bermutu, adil, dan terjangkau kepada masyarakat untuk peningkatan derajat kesehatan. Dengan semakin gencarnya arus informasi, maka masyarakat akan semakin kritis terhadap pelayanan kesehatan yang tidak bermutu. Disamping itu ketatnya persaingan akan memaksa penyelenggara jasa pelayanan kesehatan mampu dan terus memperbaiki mutunya. Untuk menyikapinya RS perlu melakukan fungsi pemasaran yang berorientasi kepuasan pelanggan. Kepuasan adalah perasaan senang atau kecewa seseorang yang berdasarkan perbandingan kesan antara kinerja produk atau jasa dengan harapan-harapannya. Kepuasan pelanggan sering dikaitkan dengan mutu pelayanan, dimana mutu pelayanan yang diberikan berkaitan dengan atribut-atribut dari rumah sakit itu sendiri dan nilai-nilai dari pelanggan. Manfaat kepuasan pelanggan dipelayanan RS yaitu pembelian ulang, meningkatkan promosi cerita positif, pasien yang puas cenderung tidak sensitif terhadap perubahan harga, dan kebal terhadap kompetitor. Karena hubungannya dengan profitabilitas, sudah seharusnya RS berinvestasi untuk asset kepuasan pelanggan. Di Rumah Sakit Moh. Husni Thamrin, pendapatan operasional terbesar berasal dari pelayanan instalasi farmasi yaitu sebesar 35%. Kemudiaan terdapat estimasi resep rawat jalan yang ditebus rata-rata 9,5% selama tahun 2004 – 2005. Mengingat bahwa instalasi farmasi adalah revenue center yang penting, menjadi alasan penelitian akan lebih spesifik pada pelayanan resep rawat jalan instalasi farmasi. Tujuan penelitian ini adalah mendapatkan gambaran kepuasan pasien atau pengantarnya di pelayanan resep rawat jalan instalasi farmasi Rumah Sakit Moh. Husni Thamrin Internasional Salemba tahun 2006 berdasarkan metoda ServQual dari Parasuraman, sehingga dapat diperoleh informasi faktor-faktor apa saja yang menyebabkan puas/tidak puas pasien dan dapat menyebabkan pasien menebus resep internal diluar. Serta diteliti juga mengenai minat beli ulang dipelayanan tersebut. Desain penelitian ini adalah cross-sectional dengan analisis deskriptif dan dilakukan dengan kuesioner dengan cara survey terhadap 100 orang pengunjung pelayanan resep rawat jalan instalasi farmasi yang minimal pernah mengalami pelayanan tersebut sekali. Kuesioner mengenai kepuasan pasien menurut lima dimensi mutu ServQual oleh Parasuraman yaitu tangibles, reliability, assurance, responsiveness, dan empathy. Mengenai minat beli ulang dinilai menurut metoda Woodside yang dimodifikasi, terdiri dari 6 subvariabel yaitu kewajaran harga obat, pelayanan petugas, kondisi ruang tunggu, kelengkapan persediaan obat, lokasi farmasi, dan waktu tunggu. Selain itu dikumpulkan data-data karakteristik umum pasien yaitu jenis kelamin, usia, pendidikan dan pendapatan. Hasil penelitian menunjukkan bahwa dari uji Chi Square ada hubungan antara kepuasan dan tingkat minat beli ulang (p=0,026), sehingga untuk meningkatkan pembelian resep internal dapat dilakukan dengan memperbaiki mutu pelayanan untuk meningkatkan kepuasan. Selain itu karakteristik pasien yang berhubungan dengan kepuasan adalah pendidikan dan pendapatan. Jenis kelamin dan usia dalam penelitian ini tidak berhubungan dengan kepuasan. Saran yang diusulkan yaitu untuk meningkatkan tingkat pembelian ulang dilakukan perbaikan atribut mutu yang fokusnya kepada meninjau kembali kebijakan harga obat, melengkapi persediaan obat yang diresepkan, melatih petugas untuk cepat tanggap, dan memperbaiki desain ruangan yang lebih bersih dan menarik. Hasil penelitian diharapkan dapat digunakan oleh rumah sakit sebagai salah satu strategi pemasaran. ...... Facing the global market, hospital as an business organization must struggle in competition that makes the survival of hospital is important. The ability to adapt is important for hospital if don’t want to be trapped on survival problems. Hospital have major role to provide health services that have quality, just, and affordable to increase public’s health degree. With development in information sector, public will be more critical for the quality of health services. Beside that, the competition among health providers forcing them to always increase the quality of services. Hospital marketing with customer satisfaction oriented is important. Satisfaction is a feeling of happy or disappointment based on perceived performance and expected performance of the products/services. Satisfaction usually linked to quality of services, which is the quality is based on attribute of service provider and value of perception from the customer. There are many benefits of customer satisfaction, in health care is: increase the rebuying intention, increase word of mouth, the satisfied customer usually not sensitive for price increase, and immune for other product/service influence. Because it is very well linked to profitability of health providers, it is important for Hospital to treat it as an asset and invest on it. In Mohammad Husni Thamrin Hospital, the biggest income is come from pharmacy (35% of total income). And from pharmacy data, there are possibility 9.5% of internal drug receipt have been bought outside of the hospital. Because the pharmacy is one of most important revenue center in the hospital, this research specifically aimed for customer satisfaction at pharmacy’s ambulatory service. The research done to get the level of out-patient satisfaction at pharmacy’s ambulatory service based on ServQual methods by Parasuraman. The information being searched about what attributes/factors that can cause customer dissatisfaction and cause customer to buy the drug receipt outside of hospital. And will be studied about connection between customer satisfaction and rebying intention. The research design is cross-sectional with descriptive analysis on 100 respondent that have been through the services process. The instrument is a questioner contain customer satisfaction based on five quality dimension by Parasuraman: tangibles, reliability, assurance, responsiveness, and empathy. For rebuying intention will be measured by modificated Woodside methods, include 6 sub-variable about drug price, staff service, waiting room condition, drug availability, pharmacy location, and waiting time. Beside that, the customer characteristic data will be collected about sex, age, education, and income. The result is from chi square test there are connection between customer satisfaction and rebuying intention (p=0,026), so to increase the internal drug receipt buying; hospital must increase the quality of service that oriented to customer satisfaction. The patient characteristic that have connection with satisfaction is education and income. Pursuant to this research, it is suggested to increase customer rebuying intention, hospital must fix quality attribute and the focus is: rethinking about drug price based on competitor, increase drug availability, training the staff about the speed of service, and to increase the room design about cleanliness and beauty. The result of this research is expected to provide MHTIS Hospital with data and information in developing the hospital service quality improvement and hospital marketing.

Abstrak :
Penelitian ini bertujuan untuk mengetahui pengaruh dan besaran pengaruh sikap, norma subjektif dan kendali perilaku terhadap intensi Wajib Pajak Orang Pribadi Muslim untuk menggunakan zakat sebagai pengurang Penghasilan Neto. Penelitian dilakukan terhadap 220 responden di wilayah Kota Bekasi yang terdaftar sebagai Wajib Pajak di KPP Pratama Bekasi Utara dan Bekasi Selatan dengan teknik pengambilan sampel purposive sampling. Analisis data dilakukan dengan Structural Equation Model dan Teori yang digunakan adalah Theory Of Planned Behavior. Hasil penelitian menunjukkan bahwa sikap dan norma subjektif mempunyai pengaruh yang positif dan signifikan terhadap intensi Wajib Pajak Orang Pribadi muslim untuk menggunakan zakat sebagai pengurang penghasilan neto. Kendali perilaku tidak berpengaruh secara signifikan, karena masih ada kesulitan dalam pelaporan dan memperoleh informasi tentang zakat sebagai pengurang penghasilan neto serta Wajib Pajak masih merasa kurang mampu untuk memberlakukan perilaku tersebut.

---

The Objective of this research is to determine the influence and how large the influence of attitudes, subjective norms and behavioral control on the intention of individual moslem taxpayer to use zakah as net income deduction. This research has 220 respondents (purposive sampling) in the city of Bekasi. The Respondents are taxpayer in Small Tax Office (STO) North Bekasi and South Bekasi. Data analysis was performed by Structural Equation Modeling base on Theory of Planned Behavior. The results of the research shows that there is a positive and significant influences of attitude toward of behavior and Subjective norm towards Moslem individual taxpayer intention to use zakah as a net income deduction. Perceived Behavioral Control does not have influencesignificantly,because there are still difficulties in reporting and obtaining information about the zakah as a net income deduction and the Taxpayers still feel less able to enforce this behavior.

Abstrak :
Tesis ini membahas mengenai pemikiran politik Recep Tayyeb Erdogan dan revolusi politik sekular sebagai dampaknya. Penelitian ini adalah penelitian kualitatif dengan mengambil studi terhadap pergulatan politik sekular versus Islam dalam revolusi Turki. Hasil dari penelitian ini menunjukan bahwa politik Erdogan yang memimpin partai AKP sebagai partai politik Islam dapat berkuasa dengan lebih dari satu dekade ditengah politik sekular yang begitu kuat. Tesis ini menemukan, bahwa ditengah gencatan politik sekular yang begitu besar, perlahan politik Erdogan dapat meruntuhkan politik sekular Attaturk dengan siasatnya bagaimana menguasai militer yang merupakan basis kekuatan terbesar pemerintah sekular Turki. Kendati demikian, pergulatan sekular versus Islam masih terus bergejolak dalam area kepemerintahan Turki. ...... This thesis discusses the political thought Recep Tayyeb Erdogan and secular political revolution as a result. This study is a qualitative research study of the political struggles taking secular versus Islamic revolution in Turkey. The results of this study indicate that Erdogan is leading the political party as the Islamic political party AKP to power more than a decade amid secular politics is so strong. This thesis found that the secular political truce amid so large, slowly Erdogan politics can undermine Ataturk's secular politics with tricks on how to master the military which is the largest power base of the Turkish secular government. Nevertheless, Islamic versus secular struggle still continues to flare in the area of governance Turkey.

Abstrak :
Jaminan Kesehatan Nasional (JKN) merupakan suatu program pemerintah yang sudah disiapkan dari tahun 2004. Implementasi atau pelaksanaannya di Januari 2014 ini menjadi tantangan besar bagi seluruh aktor didalamnya.Salah satu actor penting yaitu rumah sakit sebagai provider. Berdasarkan data empiris, pengeluaran obat berkisar antara 35% - 40 % dari total pembiayaan. Oleh karena itu diperlukan kendali mutu dan kendali biaya dalam pengelolaannya. Tujuan penelitian ini untuk mengetahui pengaruh peresepan oleh dokter terhadap total biaya obat sebelum dan saat JKN dilaksanakan di RS PMI Bogor. Metode yang digunakan dalam penelitian ini yaitu Kuantitatif cross sectional. Penelitian ini melihat perubahan perilaku dokter dalam menuliskan resep khususnya pada kasus thypoid. Karakteristik dokter yang cukup berpengaruh yaitu masa bekerja dokter dan pelatihan yang diikuti dokter itu. Penulisan obat paten >4 item dalam 1 pengobatan memiliki 36,72% terhadap total biaya obat. Demikian pula dengan dokter dengan masa bekerja <12 tahun memiliki 36,9% terhadap total biaya obat, lebih tinggi 6,9% dibandingkan dokter dengan masa bekerja >12 tahun. Dokter yang mengikuti pelatihan > 5 kali memiliki proporsi biaya obat yang lebih kecil dibandingkan dokter yang hanya mengikuti pelatihan < 5 kali. Kesimpulan dari penelitian ini yaitu secara keseluruhan, hasil penelitian ini menggambarkan tidak adanya perbedaan yang signifikan baik pada karakteristik pasien, karakteristik dokter maupun jenis obat sebelum dan saat JKN dilaksanakan. Penelitian ini menyarankan adanya proporsi biaya yang jelas bagi obat-obatan dan layanan kesehatan. ...... The National Health Insurance (JKN) is a government program that is set up from 2004. Implementation or implementation in January 2014 is a major challenge forall actorsin it. One of the important actors that hospital as aprovider. Based on empirical data, drug spending ranged between35% -40% of the total financing. It is therefore necessary quality control and cost control in its management. The purpose of this study was to determine the effect of prescribing by physicians to the total cost of drugs before and while JKN implemented in RSPMI Bogor. The method used in this study is cross-sectional quantitative. The research looked at changes in the prescribing behavior of physicians, especially in the case of typhoid. Physician characteristics, namely the influential work of doctors and doctor training followed it. Writing patent medicine >4 item in 1 treatment had 36.72% of the total cost of the drug. Similarly, a doctor working with the <12 years had 36.9% of the total cost of the drug, 6.9% higher compared with the physicians working> 12 years. The doctor who attended training> 5 times the proportion of drug costs less than the physicians who trained only <5 times. The conclusion of this study is overall, the results of this study illustrate the absence of significant differences both in patient characteristics, physician characteristics and the type of service before and during JKN implemented. This study suggests the existence of a clear proportion of costs for medicines and health services. The conclusion of this study is overall, the results of this study illustrate the absence of significant differences both in patient characteristics, physician characteristics and the type of drug before and during JKN implemented. This study suggests the existence of a clear proportion of costs for medicines and health services.

Abstrak :
Kelengkapan berkas klaim pasien Jamkesmas merupakan salah satu kendala yang menjadi perhatian manajemen di RSUP Sanglah Denpasar. Penelitian dilakukan dengan tujuan untuk mengetahui gambaran transisi sistem pelayanan peserta Jamkesmas ke JKN di RSUP Sanglah tahun 2014. Metodologi penelitian adalah dengan cara kualitatif, data primer berasal dari wawancara mendalam, dengan data sekunder dari telaah dokumen dengan melihat regulasi,teknis pelaksanaan dan sosialisasi serta SPO dan alur pelayanan. Hasil dari penelitan ini adalah mendapatkan gambaran Analisis Transisi Sistem Pelayanan Peserta Jamkesmas ke Jaminan Kesehatan Nasional di RSUP Sanglah Denpasar tahun 2014.

---

Completeness of the claim file JAMKESMAS patients is one of the obstacles to the attention of management at Sanglah Hospital in Denpasar. The study was conducted in order to describe the transition to a service system participants JAMKESMAS Sanglah JKN in 2014. Research methodology was qualitative manner, the primary data derived from in-depth interviews, secondary data from document review to look at the regulatory, technical implementation and socialization as well as SPO and service flow. The results of this research is to get an overview Transition Analysis Service System Participants JAMKESMAS to the National Health Insurance in 2014 Sanglah Hospital.

Abstrak :
SBAR merupakan sebuah teknik komunikasi untuk meningkatkan komunikasi dan kolaborasi tim dalam upaya keselamatan pasien Penelitian ini dilakukan dengan metode kuantitatif cross sectional comparative Hasil penelitian memperlihatkan terdapat perbedaan yang signfikan pada aspek pengetahuan mengenai unsur komunikasi efektif, pentingnya pengetahuan dasar tentang lawan bicara, pertanyaan yang bersifat terbuka, pentingnya menjadi pendengar yang baik, pentingnya kolaborasi antar tenaga kesehatan untuk menciptakan kerjasama tim yang baik dalam upaya keselamatan pasien dan peningkatan yang signifikan dalam hal tindakan menggunakan metode Komunikasi SBAR pada perawat yang telah mengikuti pelatihan. Perlu evaluasi lebih lanjut mengenai cara penyelenggaran pelatihan dan pemantauan pelaksanaannya di Rumah Sakit, agar dapat berguna untuk pelayanan kepada pasien yang berkualitas dalam upaya Keselamatan Pasien.

---

SBAR is a communication technique to improve team communication and collaboration in patient safety. This study was conducted using quantitative crosssectional comparative .The results showed there were significant differences in the aspects of knowledge about the elements of effective communication, the importance of basic knowledge about the other person, the open question, the importance of being a good listener, the importance of collaboration among health professionals to create good teamwork in patient safety and improvement significant in terms of the action using the SBAR communication method to the nurse who had been trained. Needs further evaluation on delivering the training and monitoring its implementation in hospitals in order to be useful for a quality service to patients in an effort to Patient Safety.

Abstrak :
Pelayanan rawat jalan sebagai unit terdepan yang menampilkan citra rumah sakit dan merupakan penyumbang pasien terbesar harus dikelola dengan baik, salah satunya adalah dengan meperbaiki waktu tunggunya. Waktu tunggu merupakan salah satu dimensi mutu dalam pelayanan kesehatan. Penelitian ini bertujuan untuk menganalisa waktu tunggu pelayanan rawat jalan di RSIA Aulia tahun 2014. Penelitian dilakukan dengan metoda penelitian kualitatif dan kuantitatif pada unit rawat jalan, mulai dari pendaftaran, poliklinik, farmasi, dan kasir. Hasil penelitian menunjukkan bahwa waktu pendaftaran rata-rata adalah 8,77 menit saat peak hours dan 7,37 menit saat non peak hours. Lama waktu tunggu poliklinik paling lama adalah pada poliklinik anak dengan waktu tunggu rata-rata 63,82 menit saat peak hours dan 40,27 menit saat non peak hours. Waktu tunggu farmasi rata-rata saat peak hours adalah 21,39 menit untuk obat jadi, dan 33,92 menit untuk obat racikan, sedangkan saat non peak hours 17,50 menit untuk obat jadi dan 31,23 menit untuk obat racikan. Waktu tunggu pelayanan kasir adalah 15,09 menit saat peak hours dan 9,43 menit saat non peak hours. Semua waktu tunggu sudah sesuai Standar Pelayanan Minimal untuk Rumah Sakit menurut Kepmenkes no.129 Tahun 2008 dan RS kecuali untuk waktu tunggu polilinik. Waktu tunggu dipengaruhi oleh beberapa faktor, yaitu Man, Material, Methode, Mechine, dan Money. Pada poliklinik, waktu tunggu yang lama terutama disebabkan oleh faktor SDM, yaitu ketidakdisiplinan dokter terhadap jam praktek, sehingga hasil penelitian ini menyarankan kepada managemen untuk menganalisis kembali dan memperbaiki ikatan kerja sama dengan para dokter praktek guna mempersingkat waktu tunggu, sehingga dapat meningkatkan mutu pelayanan dimasa yang akan datang. ......Outpatient services as the leading unit which displays image of the hospital and the largest contributor to patient must be properly managed, one of which is improving wait-times. Wait-times is one of the dimensions of quality in health care. This research aims to analyze the wait-times in outpatient services at Rumah Sakit Ibu Dan Anak Aulia for 2014. This research is using the qualitative and quantitative methods in outpatient services, starts from registration, polyclinic, pharmacy, and cashier. The results showed that approximate time for registration is 8.77 minutes at peak hours and 7.37 minutes at non peak hours. The longest wait-times is in the children's polyclinic with approximate wait-times about 63.82 minutes at peak hours and 40.27 minutes at non peak hours. The approximate wait-times in pharmacy at peak hours is 21.39 minutes for generic medicine and 33.92 minutes for personalized medicine, while approximate wait times at non peak hours is 17.50 minutes for generic medicine and 31.23 minutes for personalized medicine. At cashier, the approximate wait times is 15.09 minutes in peak hours and 9.43 minutes in non peak hours. All wait times is already referred to Minimum standard of services for hospital according to Kepmenkes no. 129/2008 except for the polyclinic's wait times. Wait times is influenced by some factors, consists of man, material, method, machine, and money. At polyclinic, the long wait times is mainly due to human resources factor, which is indiscipline doctor to practice hours, so the result of this research suggests the management to re-analyze and restore the agreement with the doctors to shorten the wait times so the quality of service in the future will improve.

Abstrak :
[ABSTRAK
Produktivitas pegawai menjadi pusat perhatian meningkatkan kinerja yang mempengaruhi efesiensi dan efektifitas organisasi. Analisis yang lebih mengkonsentrasikan pada kinerja, akan lebih memberikan penekanan pada faktor utama antara lain adalah motivasi kerja pegawai. Penelitian bertujuan untuk mengetahui hubungan antara karakteristik pegawai tetap, faktor satisfiers dan faktor dissatisfiers terhadap motivasi kerja pegawai tetap di Rumah Sakit Umum Daerah Kabupaten Penajam Paser Utara.

Penelitian dilakukan pada Mei hingga Juni 2014 menggunakan instrumen kuesioner dengan pertanyaan tertutup. Analisis dilakukan pendekatan kuantitatif dengan desain studi cross sectional. Sampel dari penelitian adalah 138 orang dari 181 total populasi. Hasil penelitian ini menunjukkan bahwa sebanyak 57,2% responden memiliki motivasi kerja kurang baik, dan 42,8% responden memiliki motivasi kerja baik, serta variabel yang paling dominan dengan motivasi kerja adalah variabel keamanan kerja.

Disarankan Rumah Sakit memiliki kebijakan khusus tentang keamanan kerja pegawai tetapnya seperti mengadakan transportasi antar jemput karyawan, rutin melakukan pemeriksaan kesehatan pegawai tetapnya dan mengkalibrasi alat-alat kesehatan di Rumah Sakit Umum Daerah Kabupaten Penajam Paser Utara. ABSTRACT
Employee productivity becomes the center of attention for improving the performance of which affects the efficiency and effectiveness of the organization. The analysis will concentrate on the performance, will give more emphasis on the major factors include employee motivation. The study aims to determine the relationship between the characteristics of a permanent employee, factors satisfiers and dissatisfiers factors on employee motivation remains in District General Hospital North Penajam Paser.

The study was conducted in May and June 2014 using a questionnaire with closed questions. Analyses were performed quantitative approach with a crosssectional study design. The sample of the study was 138 from 181 people of the total population. The results of this study indicate that as many as 57,2% of respondents have less motivation to work better, and 42,8% of respondents have a good motivation to work, as well as the most dominant variable with a variable work motivation is job security

Hospitals are advised to have a specific policy about job security as permanent employees holding shuttle transportation employees, routine health check and calibrate its permanent employee health equipment in the District General Hospital North Penajam Paser;Employee productivity becomes the center of attention for improving the performance of which affects the efficiency and effectiveness of the organization. The analysis will concentrate on the performance, will give more emphasis on the major factors include employee motivation. The study aims to determine the relationship between the characteristics of a permanent employee, factors satisfiers and dissatisfiers factors on employee motivation remains in District General Hospital North Penajam Paser. The study was conducted in May and June 2014 using a questionnaire with closed questions. Analyses were performed quantitative approach with a crosssectional study design. The sample of the study was 138 from 181 people of the total population. The results of this study indicate that as many as 57,2% of respondents have less motivation to work better, and 42,8% of respondents have a good motivation to work, as well as the most dominant variable with a variable work motivation is job security Hospitals are advised to have a specific policy about job security as permanent employees holding shuttle transportation employees, routine health check and calibrate its permanent employee health equipment in the District General Hospital North Penajam Paser, Employee productivity becomes the center of attention for improving the performance of which affects the efficiency and effectiveness of the organization. The analysis will concentrate on the performance, will give more emphasis on the major factors include employee motivation. The study aims to determine the relationship between the characteristics of a permanent employee, factors satisfiers and dissatisfiers factors on employee motivation remains in District General Hospital North Penajam Paser. The study was conducted in May and June 2014 using a questionnaire with closed questions. Analyses were performed quantitative approach with a crosssectional study design. The sample of the study was 138 from 181 people of the total population. The results of this study indicate that as many as 57,2% of respondents have less motivation to work better, and 42,8% of respondents have a good motivation to work, as well as the most dominant variable with a variable work motivation is job security Hospitals are advised to have a specific policy about job security as permanent employees holding shuttle transportation employees, routine health check and calibrate its permanent employee health equipment in the District General Hospital North Penajam Paser]

Abstrak :
[ABSTRAK
Salah satu alternatif untuk menjawab masalah kepercayaan terhadap pelayanan kesehatan dan mengelola rumah sakit agar dapat memperbaiki kinerja serta meningkatkan sekaligus mempertahankan kualitas pelayanannya adalah dengan menerapkan konsep Total Quality Service. Fokus utama dari Total Quality Service adalah melibatkan pelanggan pada pengembangan proses pelayanan jasa sedini mungkin. Tujuan penelitian ini adalah untuk mengetahui faktor-faktor Total Quality Service (TQS) terhadap kepuasan pasien di ruang perawatan ibu RSIA Buah Hati Ciputat. Penelitian ini merupakan penelitian deskriptif korelasi dengan pendekatan kuantitatif. Sedangkan desain penelitiannya adalah cross sectional. Sampel pada penelitian ini adalah 100 orang pasien dengan dasar perhitungan menggunakan BOR pada masing-masing kelas perawatan. Analisis menggunakan uji Chi-Square dan regresi logistik berganda. Saran untuk bagian administrasi, rumah sakit perlu menyediakan sistem antrian yang digital serta sistem pendaftaran online. Untuk mempercepat proses pembayaran, bagian kasir disarankan menginput data tagihan pasien dari beberapa unit terkait setiap hari. Untuk meningkatkan kompetensi SDM, rumah sakit memberikan seminar dan workshop in house terutama mengenai budaya organisasi dan perilaku, membentuk tim budaya, memberikan penilaian kepada unit-unit di rumah sakit. Dari segi infrastruktur, rumah sakit disarankan untuk memperbaiki fasilitas pendingin ruangan, menyediakan fasilitas umum, serta lebih memperhatikan fasilitas kebersihan dan kenyamanan ruang perawatan

---

ABSTRACT
One alternative to address the problem of confidence in the health service and manage the hospital in order to improve performance and enhance and maintain the quality of service is to apply the concept of Total Quality Service. The main focus of Total Quality Service is involved in the development of customer service processes as early as possible. The purpose of this research to know the factors of Total Quality Service (TQS) that affecting the satisfaction of the patients in the mother?s ward in RSIA Buah Hati Ciputat. This study is a descriptive correlation with quantitative approach. While the study design was cross sectional. The sample in this study was 100 patients on the basis of calculations using the BOR in each class treatment. Analysis using Chi-square test and multiple logistic regressions. The results of the study there was a significant relationship between infrastructure, quality of personnel, clinical services, administrative services and experience of medical care with patient satisfaction in the mother?s ward in RSIA Buah Hati Ciputat. Indicators of safety and social responsibility are not associated with patient satisfaction in the mother?s ward in RSIA Buah Hati Ciputat. Suggestions for the administration, hospitals need to provide a digital queuing system and an online registration system. To speed up the payment process, the cashier suggested inputting patient billing data from several related units every day. To improve the competence of human resources, the hospital provides training, seminars and workshops, especially regarding organizational culture and behavior, form a team culture, provide an assessment to the units in the hospital. In terms of infrastructure, hospitals are advised to fix the air conditioning facilities, providing public facilities, as well as more attention to the cleanliness of the facilities and comfort of the treatment room .;One alternative to address the problem of confidence in the health service and manage the hospital in order to improve performance and enhance and maintain the quality of service is to apply the concept of Total Quality Service. The main focus of Total Quality Service is involved in the development of customer service processes as early as possible. The purpose of this research to know the factors of Total Quality Service (TQS) that affecting the satisfaction of the patients in the mother?s ward in RSIA Buah Hati Ciputat. This study is a descriptive correlation with quantitative approach. While the study design was cross sectional. The sample in this study was 100 patients on the basis of calculations using the BOR in each class treatment. Analysis using Chi-square test and multiple logistic regressions. The results of the study there was a significant relationship between infrastructure, quality of personnel, clinical services, administrative services and experience of medical care with patient satisfaction in the mother?s ward in RSIA Buah Hati Ciputat. Indicators of safety and social responsibility are not associated with patient satisfaction in the mother?s ward in RSIA Buah Hati Ciputat. Suggestions for the administration, hospitals need to provide a digital queuing system and an online registration system. To speed up the payment process, the cashier suggested inputting patient billing data from several related units every day. To improve the competence of human resources, the hospital provides training, seminars and workshops, especially regarding organizational culture and behavior, form a team culture, provide an assessment to the units in the hospital. In terms of infrastructure, hospitals are advised to fix the air conditioning facilities, providing public facilities, as well as more attention to the cleanliness of the facilities and comfort of the treatment room ., One alternative to address the problem of confidence in the health service and manage the hospital in order to improve performance and enhance and maintain the quality of service is to apply the concept of Total Quality Service. The main focus of Total Quality Service is involved in the development of customer service processes as early as possible. The purpose of this research to know the factors of Total Quality Service (TQS) that affecting the satisfaction of the patients in the mother’s ward in RSIA Buah Hati Ciputat. This study is a descriptive correlation with quantitative approach. While the study design was cross sectional. The sample in this study was 100 patients on the basis of calculations using the BOR in each class treatment. Analysis using Chi-square test and multiple logistic regressions. The results of the study there was a significant relationship between infrastructure, quality of personnel, clinical services, administrative services and experience of medical care with patient satisfaction in the mother’s ward in RSIA Buah Hati Ciputat. Indicators of safety and social responsibility are not associated with patient satisfaction in the mother’s ward in RSIA Buah Hati Ciputat. Suggestions for the administration, hospitals need to provide a digital queuing system and an online registration system. To speed up the payment process, the cashier suggested inputting patient billing data from several related units every day. To improve the competence of human resources, the hospital provides training, seminars and workshops, especially regarding organizational culture and behavior, form a team culture, provide an assessment to the units in the hospital. In terms of infrastructure, hospitals are advised to fix the air conditioning facilities, providing public facilities, as well as more attention to the cleanliness of the facilities and comfort of the treatment room .]

Abstrak :
[Merumuskan Learning Organization Melalui Analisis Budaya Keselamatan Pasien Dan Budaya Organisasi Di RS.Masmitra Langkah awal membangun keselamatan pasien adalah melakukan penilaian terhadap budaya keselamatan pasien yang mana diperlukan pengkajian budaya organisasi sebagai panduan dalam menerapkan keselamatan pasien. Penelitian deskriptif dengan metode kuantitatif potong lintang dilanjutkan metode kualitatif ini bertujuan mengukur budaya keselamatan pasien, mengidentifikasi profil budaya organisasi dan merumuskan learning organization untuk membangun keselamatan pasien di RS.Masmitra. Budaya Hierarchy didapati sebagai budaya organisasi yang dominan saat ini di RS.Masmitra yang membutuhkan manajemen pengetahuan dalam upaya transformasi budaya keselamatan pasien. Hal ini sejalan dengan hasil penelitian budaya keselamatan pasien yang menyatakan dimensi pembelajaran organisasi dan perbaikan berkelanjutan merupakan budaya terlemah di RS.Masmitra. Oleh karena itu, perumusan learning organization sangatlah tepat untuk membangun keselamatan pasien di RS.Masmitra. ...... Formulating Learning Organization Through Analysis of Patient Safety Culture and Organizational Culture In Masmitra Hospital The initial step to build patient safety is by conducting assessment to the existing patient safety culture where assessment of organizational culture shall become guidance in patient safety implementation. Descriptive study with cross-sectional quantitative method followed by qualitative method aims to measure patient safety culture, identify organizational culture profile and formulates learning organization to develop patient safety in Masmitra hospital. Hierarchy culture has been found as the dominant organizational culture exists in Masmitra hospital which requires knowledge management in an effort to transform the culture of patient safety. This is in line with the research result which explains dimensions of organizational learning and continuous improvement is the weakest culture in Masmitra hospital. Therefore, formulation of a learning organization is appropriate to develop patient safety in Masmitra hospital.;Formulating Learning Organization Through Analysis of Patient Safety Culture and Organizational Culture In Masmitra Hospital The initial step to build patient safety is by conducting assessment to the existing patient safety culture where assessment of organizational culture shall become guidance in patient safety implementation. Descriptive study with cross-sectional quantitative method followed by qualitative method aims to measure patient safety culture, identify organizational culture profile and formulates learning organization to develop patient safety in Masmitra hospital. Hierarchy culture has been found as the dominant organizational culture exists in Masmitra hospital which requires knowledge management in an effort to transform the culture of patient safety. This is in line with the research result which explains dimensions of organizational learning and continuous improvement is the weakest culture in Masmitra hospital. Therefore, formulation of a learning organization is appropriate to develop patient safety in Masmitra hospital.;Formulating Learning Organization Through Analysis of Patient Safety Culture and Organizational Culture In Masmitra Hospital The initial step to build patient safety is by conducting assessment to the existing patient safety culture where assessment of organizational culture shall become guidance in patient safety implementation. Descriptive study with cross-sectional quantitative method followed by qualitative method aims to measure patient safety culture, identify organizational culture profile and formulates learning organization to develop patient safety in Masmitra hospital. Hierarchy culture has been found as the dominant organizational culture exists in Masmitra hospital which requires knowledge management in an effort to transform the culture of patient safety. This is in line with the research result which explains dimensions of organizational learning and continuous improvement is the weakest culture in Masmitra hospital. Therefore, formulation of a learning organization is appropriate to develop patient safety in Masmitra hospital.;Formulating Learning Organization Through Analysis of Patient Safety Culture and Organizational Culture In Masmitra Hospital The initial step to build patient safety is by conducting assessment to the existing patient safety culture where assessment of organizational culture shall become guidance in patient safety implementation. Descriptive study with cross-sectional quantitative method followed by qualitative method aims to measure patient safety culture, identify organizational culture profile and formulates learning organization to develop patient safety in Masmitra hospital. Hierarchy culture has been found as the dominant organizational culture exists in Masmitra hospital which requires knowledge management in an effort to transform the culture of patient safety. This is in line with the research result which explains dimensions of organizational learning and continuous improvement is the weakest culture in Masmitra hospital. Therefore, formulation of a learning organization is appropriate to develop patient safety in Masmitra hospital., Formulating Learning Organization Through Analysis of Patient Safety Culture and Organizational Culture In Masmitra Hospital The initial step to build patient safety is by conducting assessment to the existing patient safety culture where assessment of organizational culture shall become guidance in patient safety implementation. Descriptive study with cross-sectional quantitative method followed by qualitative method aims to measure patient safety culture, identify organizational culture profile and formulates learning organization to develop patient safety in Masmitra hospital. Hierarchy culture has been found as the dominant organizational culture exists in Masmitra hospital which requires knowledge management in an effort to transform the culture of patient safety. This is in line with the research result which explains dimensions of organizational learning and continuous improvement is the weakest culture in Masmitra hospital. Therefore, formulation of a learning organization is appropriate to develop patient safety in Masmitra hospital.]