Journal of Hospital Administration and Management

INFLUENCE OF INTERPERSONAL COMMUNICATION BETWEEN CLINICAL DENTAL STUDENTS AND PATIENTS ON SERVICE SATISFACTION AT RSGM IIK BHAKTI WIYATA KEDIRI

2025-12-16T09:23:36+00:00

Interpersonal communication is an essential clinical competency in dental care that directly
contributes to patient experience and service quality. This study aims to analyze the interpersonal
communication influence of dental clinical students based on the CLASS framework (Context–
Listening–Acknowledgement–Strategy–Summary) and its relationship with patient satisfaction
at RSGM IIK Bhakti Wiyata Kediri. This quantitative cross-sectional study involved 144 patients
selected using simple random sampling. Interpersonal communication was measured using the
14-item CLASS instrument on a Likert scale. Reliability testing yielded a Cronbach’s Alpha value
of 0.84, indicating excellent reliability. Descriptive analysis showed that all CLASS components fell
into the very good category. Spearman correlation analysis produced a value of 0.000 (p-value <
0.05), indicating that effective interpersonal communication between dental clinical interns and
patients leads to higher levels of patient satisfaction. Overall, interpersonal communication
among dental clinical students was effective and consistent, and there was a significant
relationship between interpersonal communication and patient satisfaction

SYSTEM BARRIERS, MANAGEMENT SUPPORT, AND SAFETY CULTURE IN REPORTING AND INVESTIGATION OF OCCUPATIONAL ACCIDENTS AND ILLNESS IN HOSPITALS

2025-12-16T09:58:05+00:00

Occupational safety and health is an important issue in hospitals due to the high number of accidents and occupational diseases that can occur among both healthcare and non-healthcare workers. Incident reporting and investigation are important aspects of achieving continuous learning and incident prevention, but in practice, each still faces several challenges. This study aims to examine the experiences of hospital staff with reporting and investigating work-related injuries and illnesses from the perspectives of systemic barriers, management support, and safety culture. This study uses an exploratory qualitative approach and was conducted in six hospitals in the Tasikmalaya region, including government and private hospitals. Data collection was carried out through in-depth interviews, observations, and triangulation of other data with informants from the management team, the K3RS team, unit heads, and employees who had experienced KAK or PAK. The data were analyzed using thematic analysis. The results show that staff awareness and motivation to report incidents already exist, although less serious cases are not routinely reported, while serious cases are automatically reported because they are related to BPJS Ketenagakerjaan claims. Limitations in the reporting process are due to the system still being manual, as there is no digital reporting system in place, complex administration, and a shortage of human resources in the K3RS department, particularly occupational specialists or doctors who have undergone Hiperkes and Occupational Health training. Management support is quite responsive, but the safety culture that has developed is still reactive. Therefore, the study found that although reporting and health transparency in hospitals can still be implemented, strengthening the system, management, and a responsive safety culture is necessary to ensure that incident prevention can occur sustainably.

MANAGEMENT OF THE MAINTENANCE OF FACILITIES AND INFRASTRUCTURE IN THE INPATIENT UNIT OF TENTARA HOSPITAL PEKANBARU IN 2025

2025-12-16T07:10:23+00:00

Facilities and Infrastructure is a unit responsible for maintaining both medical and non-medical facilities, including minor repairs across all hospital buildings, covering architecture and utilities. The maintenance system in the Inpatient Unit of the Tentara Hospital in Pekanbaru is considered suboptimal, as seen from the facilities that are not suitable for use and the limited workforce in the facilities and infrastructure section which has an impact on the effectiveness of services and the safety of using medical equipment.. This study aims to examine the management of facilities and infrastructure in the Inpatient Unit of the Tentara Hospital Pekanbaru in 2025. The research uses a qualitative method with a case study approach, involving three informants. Data were collected through in-depth interviews, observation, and document review. The results show that manpower in the Hospital Facilities and Infrastructure Installation is still insufficient and not specifically assigned to handle facilities and infrastructure issues. Although the maintenance budget is available, there is no allocation for travel expenses. The absence of standard operating procedures results in inappropriate maintenance methods. Machine maintenance is routinely conducted on-site due to the lack of a workshop. Several inpatient room facilities such as air conditioners, toilets, and ceilings are poorly maintained, and spare parts for medical equipment remain incomplete. It is concluded that manpower does not meet the standard, and although the maintenance budget is sufficient, there are delays in fund disbursement. Some materials in inpatient rooms are not well-maintained, and medical equipment spare parts are still lacking. On-site machine maintenance continues due to the absence of a workshop. Maintenance procedures remain inadequate due to the lack of standard operating procedures. It is recommended that the hospital establish an Hospital Facilities and Infrastructure Installation organization, provide training, and build a workshop to optimize facility and infrastructure maintenance