Sosialiasi Patient-Centered Approach (PCA) sebagai Pendekatan untuk Meningkatkan Kualitas Layanan di Rumah Sakit Harapan Keluarga Kota Mataram

Hizriansyah Hizriansyah; Syamsuriansyah Syamsuriansyah; Rizal Pratama Adi Putra

doi:10.26877/e-dimas.v15i1.15406

Sosialiasi Patient-Centered Approach (PCA) sebagai Pendekatan untuk Meningkatkan Kualitas Layanan di Rumah Sakit Harapan Keluarga Kota Mataram

Hizriansyah Hizriansyah, Syamsuriansyah Syamsuriansyah, Rizal Pratama Adi Putra

Abstract

Media sosial muncul sebagai saluran baru bagi rumah sakit dan pasien untuk mengumpulkan umpan balik tentang kualitas pelayanan. Data media sosial, di sisi lain tidak terstruktur dan volumenya besar. Selain itu, tidak ada penelitian empiris yang dilakukan tentang penggunaan data media sosial dan persepsi kualitas pelayanan rumah sakit berdasarkan ulasan online pasien. Tujuan dari pengabdian masyarakat ini adalah melakukan sosialisasi pentingnya patient-centered approach sebagai pendekatan untuk meningkatkan service excellent di rumah sakit. Dalam studi kasus sosialisasi ini, kami mengumpulkan 428 komentar halaman facebook Rumah Sakit Harapan Keluarga antara tahun 2019-2023. Kami menggunakan pembelajaran mesin untuk membuat analisis sentimen dan pengklasifikasi kualitas layanan (SERVQUAL) yang mengidentifikasi dimensi sentimen dan SERVQUAL secara otomatis. Kami memeriksa total 428 ulasan, 413 (70,32%) ulasan tangibles, 413 (96,49%) ulasan reliability, 19 (4,43%) ulasan responsiveness, 38 (8,87%) ulasan assurance, dan 301 (70,32%) ulasan empathy.

Keywords

pelayanan berpusat pasien; rumah sakit; pelayanan bermutu; SERVQUAL

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DOI: https://doi.org/10.26877/e-dimas.v15i1.15406