Background: In the COVID-19 (Coronavirus Disease 2019) pandemic crisis that has hit Indonesia since early March 2020, urgent action is needed to overcome the situation while maintaining and improving relationships with customers so that they are still satisfied with the quality of services in hospitals, especially inpatient services. Since the COVID-19 pandemic, there has been a significant decrease in the number of inpatient visits at Siloam Hospitals TB Simatupang. This study aimed to analyze the comparison of the level of quality of patient service before and after the COVID-19 pandemic in installation of Siloam hospital TB Simatupang installation. Subjects and Method: This was a descriptive observational study conducted at Siloam Hospitals TB Simatupang from September 2020. A sample of 88 patients was selected by purposive sampling. The data was collected by questionnaire. The operationalization of this research variable is service quality, which is measured from five dimensions, namely Tangibles, Reliability, Responsiveness, Assurance, and Empathy. The data analysis used a series of tests such as validity test, reliability test, descriptive statistics and independent sample T-test. Results: During the COVID-19 pandemic, patients had a better perception than before the COVID-19 pandemic, it can be seen from service quality (Mean= 4.11), while during the COVID-19 pandemic (Mean= 4.250). Conclusion: Quality of services provided in outpatient installations during the COVID-19 pandemic is better than before the COVID-19. Keywords: service quality, COVID-19, outpatient Correspondence: Dian Agnesa Sembiring. Magister Program in Hospital Administration. Faculty of Public Health, University of Indonesia, Depok, West Java. Email: dianagnesa17@gmail.com DOI: https://doi.org/10.26911/the7thicph.04.23

The Covid-19 pandemic has forced hospital management need to take quick action in overcoming the crisis while maintaining and improving the relationships with the customers in order to remain satisfied with the quality of service in hospitals. The study’s goal was to use SRVQUAL Scale to describe the impact of service quality on patient satisfaction during the Covid-19 (reliability, tangibles, empathy, assurance, responsiveness). This paper  was a literature review sourced from Pubmed and ProQuest articles with keywords ("quality of service" or "service quality" or "quality of health services") AND ("patient satisfaction" OR "patient perspective" OR "patient experience") AND ("covid" OR "pandemic"). Six publications were found to meet the inclusion criteria following a review utilizing the PRISMA flow chart. The findings shown that in the Covid-19 pandemic era, all aspects of service quality (reliability, tangibles, empathy, assurance, responsiveness) have positve and significant impact on patient satisfaction. The study’s findings can helphospital management understand the issues that must be taken into account in order for patients to continue to be happy with the standard of care provided by hospitals, particularly during Covid-19 pandemic.

Data BPJS Kesehatan menyebutkan bahwa fasilitas kesehatan yang bekerja sama dengan BPJS Kesehatan jumlahnya tidak serta merta mengalami peningkatan, bahkan pada tahun 2019 capaian FKRTL yang bekerja sama mengalami penurunan, padahal setiap tahunnya peserta JKN mengalami peningkatan. BPJS Kesehatan terus berusaha mengoptimalkan sistem JKN, sehingga manfaatnya tidak hanya dapat dirasakan oleh peserta, tetapi juga bagi fasilitas kesehatan sebagai provider, salah satunya adalah peningkatan kunjungan rumah sakit. Penelitian ini bertujuan untuk mengetahui pengaruh kerja sama dengan BPJS Kesehatan terhadap jumlah kunjungan rumah sakit di Indonesia. Jenis penelitian ini adalah analitik observasional dengan desain penelitian cross sectional study. Adapun sampel penelian adalah seluruh rumah sakit di Indonesia yang ditetapkan sebagai rumah sakit rujukan, dan rumah sakit lainnya dilakukan sampling dengan menggunakan perhitungan besar sampel. Maka sampel terpilih sebanyak 532 rumah sakit. Hasil uji statistik mendapatkan nilai p=0.0001 pada seluruh variabel bebas, sehingga terdapat perbedaan yang signifikan rata-rata jumlah pasien gawat darurat, jumlah pasien rawat inap, jumlah kunjungan rawat jalan, dan jumlah kunjungan laboratorium antara rumah sakit yang bekerja sama dengan BPJS Kesehatan dengan rumah sakit yang tidak menjadi mitra BPJS Kesehatan. Dengan demikian, terdapat pengaruh antara kerja sama dengan BPJS Kesehatan terhadap jumlah kunjunga rumah sakit di Indonesia.

Business competition in the health industry is getting tighter, especially since the COVID-19 pandemic has significantly decreased patient visits. This study aims to determine the determinants of executive patient loyalty at the Siloam Hospitals TB Simatupang outpatient installation during the COVID-19 pandemic era. This research is quantitative research with an observational research design. The study population consisted of 520 patients with a sample of 84 patients with research instruments using a questionnaire. The results of the study stated that most respondents were loyal to services at the executive clinic, with an NPS of 50%. Customer satisfaction, service quality, perceived value, trust, hospital brand image, and commitment significantly and positively affect executive patient loyalty. Specifically, the commitment variable has a direct influence on loyalty. Customer satisfaction, service quality, trust, hospital brand image, and OCB indirectly affect loyalty. Commitment (0.865) is the most influential variable on patient loyalty. Furthermore, the variables customer satisfaction (0.541), trust (0.484), service quality (0.425), OCB (0.249), hospital brand image (0.107) respectively also have a degree of influence on patient loyalty.

Background: In the COVID-19 (Coronavirus Disease 2019) pandemic crisis that has hit Indonesia since early March 2020, urgent action is needed to overcome the situation while maintaining and improving relationships with customers so that they are still satisfied with the quality of services in hospitals, especially outpatient services. Since the COVID-19 pandemic, there has been a significant decrease in the number of inpatient visits at Siloam Hospitals TB Simatupang. This study aimed to analyze the comparison of the level of quality of patient service before and during the COVID-19 pandemic in installation of Siloam hospital TB Simatupang installation. Subjects and Method: This was a descriptive observational study conducted at Siloam Hospitals TB Simatupang from September 2020. A sample of 88 patients was selected by purposive sampling. The data was collected by questionnaire. The operationalization of this research variable is service quality, which is measured from five dimensions, namely Tangibles, Reliability, Responsiveness, Assurance, and Empathy. The data analysis used a series of tests such as validity test, reliability test, descriptive statistics and independent sample T-test. Results: During the COVID-19 pandemic, patients had a better perception than before the COVID-19 pandemic, it can be seen from service quality (Mean= 4.11), while during the COVID-19 pandemic (Mean= 4.25). Conclusion:Quality of services provided in outpatient installations during the COVID-19 pandemic is better than before the COVID-19.