Articles

The Influence of Patient Satisfaction and Brand Image on Patient Loyalty with Patient Trust as a Mediator at Anna Medika Hospital

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In the era of digitalization and globalization, service quality has become one of the most critical aspects of a healthcare institution’s success, such as a hospital. High patient satisfaction significantly influences repeat visit frequency when patients require further treatment. Moreover, if patients experience positive outcomes after receiving care at a hospital, it becomes their primary choice for future medical needs due to the trust and loyalty built toward the healthcare provider. This study aims to analyze the influence of patient satisfaction and brand image on patient loyalty, with patient trust as a mediating variable at Anna Medika Hospital.

This quantitative research employs Partial Least Squares Structural Equation Modeling (PLS-SEM) with a sample of 120 inpatients. Data were collected through questionnaires and analyzed using SmartPLS 4.0.

The results show that patient satisfaction and brand image significantly affect patient trust (β = 0.465 and β = 0.404, respectively). Patient trust mediates the effect of satisfaction on loyalty (β = 0.274; *p* < 0.05) but is not a significant mediator between brand image and loyalty (*p* = 0.077).

Patient trust plays a crucial role in transforming satisfaction into loyalty, while brand image directly influences loyalty without mediation by trust.

Factors Affecting Inpatient Satisfaction in Hospitals: A Literature Review

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Patient satisfaction is one of the indicators that must be considered in healthcare services. The level of patient satisfaction can reflect the quality of service, which impacts healthcare services in increasing the number of patient visits. This study aims to review articles or journals resulting from research on factors influencing inpatient satisfaction in hospitals. The method used in this study is a literature review sourced from the Google Scholar and PubMed databases for the period 2020-2025. The selection of literature was carried out based on inclusion and exclusion criteria determined by the researchers. This review stage includes identifying research problems, searching for literature, presenting data, and evaluating data. Based on the collected journals, it was found that the patient characteristics influencing patient satisfaction are age, education, occupation, education, gender, and distance of residence. The dimensions of service quality according to the SERVQUAL theory, namely tangible, reliability, responsiveness, assurance, and empathy, significantly influence patient satisfaction. Factors influencing patient satisfaction in service provision include the performance of doctors and nurses, hospital facilities and environment, and service costs. One of the efforts to evaluate and improve the quality of hospital services, especially for inpatients, is by considering the combination of patient characteristics, institutional structure, and the quality of service dimensions through the SERVQUAL method. Therefore, service improvement strategies must be designed holistically and based on the real needs of patients.

The Influence of Service Quality and Telemedicine Convenience on Patient Trust and Its Impact on Elderly Patient Satisfaction at Siloam Hospital Bekasi Sepanjang Jaya

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This study aims to analyze the influence of service quality and the convenience of telemedicine on patient trust and its impact on the satisfaction of elderly patients at Siloam Hospital Bekasi Sepanjang Jaya. The research employs a quantitative method with an associative approach. The population in this study consists of all elderly patients treated at Siloam Hospital Bekasi Sepanjang Jaya from January to September 2024, totaling 859 patients. A sample of 136 elderly patients was used. The analytical method applied is the SEM using SmartPLS (Partial Least Square). The findings indicate that service quality affects patient trust, telemedicine affects patient trust, service quality affects patient satisfaction, and telemedicine affects patient satisfaction, trust influences patient satisfaction, service quality mediated by trust influences patient satisfaction, and telemedicine mediated by trust influences the satisfaction of elderly patients at Siloam Hospital Bekasi Sepanjang Jaya.

Barriers and Challenges in Implementing Clinical Pathway of Sectio Caesarea for Health Workers in a Private Hospital

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Clinical pathway (CP) is one of the requirements required in hospital accreditation standards. It has an important role in controlling quality, and costs and supporting patient safety, especially in cases that have the potential to consume large amounts of resources, one of which is a sectio cesarean (SC). Apart from being able to reduce maternal mortality due to normal childbirth, SC procedures can also cause post-operative injuries. This research explores the barriers and challenges to implementing the sectio caesarean clinical pathway among health workers in hospitals. This qualitative case study research recruited 10 informants consisting of 3 obstetricians, 2 executive nurses, the head of the inpatient room, the head of the operating room, the deputy director of medical services, and 2 patients who had undergone SC at the hospital purposively. In-depth interviews were conducted in March 2024 at a private hospital in Bandar Lampung, Indonesia. Thematic analysis was used for data analysis. Several themes emerged as obstacles to the implementation of CP SC in this research, namely: 1) individuals, 2) patients, 3) infrastructure, and 4) hospital management support. Apart from that, the challenges faced include the need to carry out socialization, monitoring, and evaluation activities, as well as collaborative activities between health workers and hospitals to share experiences to increase compliance in implementing CP SC. Hospital management is expected to provide regular outreach, training, and personal approaches to health workers regarding the implementation of CP SC. Collaboration between professionals and hospitals is also needed to share experiences regarding the implementation of sectio caesarean clinical pathways in hospitals.

Analysis of The Implementation of The Occupational Safety and Health Management System at Bhayangkara Kendari Hospital

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Background: The occupational safety and health management system is part of the overall management system in the context of controlling work-related risks in order to create a safe, efficient and productive workplace. The aim of this research is to analyze the implementation of the occupational safety and health management system in hospitals. According to the management report of the Occupational Safety and Health committee at Bhayangkara Kendari Hospital in 2023, it was stated that the hospital had not carried out occupational risk management as part of the hospital’s occupational safety and health planning.

Method: This research is a qualitative descriptive research method. There were 11 informants in the research. The sampling technique used was purposive sampling.

Results: The results of the research show that Bhayangkara Kendari Hospital has implemented an Occupational Safety and Health Policy and Occupational Safety and Health risk management planning, but the results obtained in the Implementation of Occupational Safety and Health, Monitoring and Evaluation in the Hospital’s Occupational Safety and Health program do not meet standards. Optimal Occupational Safety and Health.

Conclusion: Bhayangkara Kendari Hospital has implemented the Hospital Occupational Safety and Health policy in accordance with Minister of Health Regulation No. 66 of 2016 with a commitment to implementing Occupational Safety and Health, but is hampered by the unavailability of special health services. There are still health workers who provide health services without using personal protective equipment, and there are still those who violate the KTR and there are no monthly and annual evaluation reports on Hospital Occupational Safety and Health. This research can be used as reference material for hospitals to optimally implement Hospital Occupational Safety and Health to increase the knowledge of health workers in implementing occupational safety and health by familiarizing themselves with occupational safety and health cultural behavior.

 

Effect of Stretching Exercise on Reducing Musculoskeletal Disorders for Administration Staff at Hospital

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Administrative staff worked with static body posture and repetitive work for more than eight hours a day. They were experiencing musculoskeletal disorders as a risk of using workstation and their posture at work. It is important to reduce the risk of injury caused by their working risks. The purpose of this study was to analyze the effect of stretching on the reduction of musculoskeletal disorders. This research used quasi-experiment approach with one group pre-test post-test only design. The number of research respondents was 60 employees taken by purposive sampling at Lung Hospital Bandung. Musculoskeletal disorders measured using the Nordic Body Map questionnaire before and after interventions. Stretching was giving to employees every day for 3 weeks simultaneously. The result shows majority of respondents were female, 33 respondents (55%), as many as 54 respondents (66.7%) were 24-30 years old. Most of respondents have BMI in obese level as may as 31 respondents (51.7%). Respondents who have worked for more than 2 years were 43 respondents (71.7%). Before the intervention, as many respondents experienced low complaints (86.7%). After the intervention, all respondents had decreaced in complaints become the low category (p=0,001). Recommendation for hospital was to carry out stretching exercise to prevent MSDs for administrative workers.