Doctor Adam Talib's Public Relations Strategy in Improving the Quality of Patient Service
DOI:
https://doi.org/10.61194/ijcs.v1i1.19Keywords:
Public Relations Strategy, Service Quality, HospitalAbstract
As time goes by, hospitals are now facing an era of global competition in various medical fields. The rapid development of science and technology in the medical field has created competition between hospitals. This increasingly fierce competition requires hospitals to provide the best service. This study aims to determine the public relations strategy in improving the quality of service at the Adam Talib Hospital. This research is qualitative. The data obtained using interview, observation, and documentation techniques. The results of this research are the strategies applied by public relations, namely: 1. One Rate Service, 2. Service Without Down Payment, 3. Employee Training, 4. Evaluation Meeting, 5. Customer Satisfaction Survey, 6. 24 Hour Laboratory Service, 7. Customer 24 Hours Service. The obstacles faced were: 1. Patients went home at their own request, 2. Covid 19, 3. High competition, 4. Negative testimonials, 5. Patients did not understand medical language. Then the efforts made are: 1. Collaborating with Kitabisa, 2. Promoting on Social Media, 3. Implementing Health Protocols, 4. Using language that is easy for patients to understand. There is a strategy that is applied in addition to creating a good image of the Adam Talib Hospital but also to increase the number of new customers, increase patient trust, increase relationships with other parties, and increase customer loyalty.
References
Abidin, N., Zahran, W. S., Widyastuti, T. A. R., Vitisia, V., & Saktisyahputra, S. (2021). Restrictions towards community activities (PPKM) to overcome the covid-19 pandemic in the eyes of STIAMI students and lecturers: a mass communication study. Budapest International Research and Critics Institute-Journal (BIRCI-Journal), 4(4), 8622-8634.
Arief, N. N. (2019). Public Relations In The Era Of Artificial Intelligence.Bandung: Simbiosa Rekatama Media.
Cangara, H. H. (2013). Communication Strategy Planning. Depok:Rajagrafindo Persada.
Daryanto, M. R. (2016). Communication Theory. Yogyakarta: Gava Media.
Drs. Daryanto &; Dr. Muljo Raharjo, M. (2016). Communication Theory.Yogyakarta: Gava Media.
Drs. Daryanto., D. M. (2016). Communication Theory. Yogyakarta: Gava Media.
Leila Mona Ganiem., E. K. (2019). Corporate Communications. Jakarta:Prenadamedia Group.
Mu'ah, H. (2014). The quality of hospital services to emotions and patient satisfaction. Sidoarjo: Zifatama Publisher.
Nofrion. (2016). Educational Communication. Jakarta: Kencana.
Nurtjahjani, F. (2018). Public Relations, Image & Practice. Malang: Polinema Press.
Riinawati. (2019). Introduction to Communication and Organization Management Theory. Yogyakarta: New Library.
Rika Nohriani., H. K. (2020). Public relations strategy and its relation to improving service quality at the Rokan Hulu Regency General Hospital. Journal of Da'wah and Communication Student Research Vol. 2 No. 1, 12.Rikomah, S. E. (2017). Hospital Pharmacy. Sleman: Deepublish.
Rusydi, M. (2017). Customer Excellence. Yogyakarta: Gosyen Publishing.
Silviani, I. (2020). Public Relations as a Crisis Communication Solution.Surabaya: Scopindo Media Pustaka.
Sugiyono. (2018). Combination Research Methods. Bandung: Alfabeta.
Suwatno, H. (2018). Introduction to Contemporary Public Relations. Bandung:Remaja Rosdakarya.
Suwendra, I. W. (2018). Research methodology in social sciences, education, culture, religion. Bali: Nila Cakra Publishing House.
Triningtyas, D. A. (2016). Interpersonal Communication. Magetan: Ae Media Grafika.
Wahyu Dwi yulihapsari., S. (2021). Excellent Service. Surabaya: Global Script Pres.
Delores J Leonard., C. N. (2020). Strategies Hospital Manager To Improve Customer Services. Open Journal Of Business And Management, 820-852. https://www.scirp.org/html/28-1531199_99036.htm accessed on February 9, 2022 at 16.00 WIB.
Ekasari, R., Saktisyahputra, S., Ambulani, N., & Akib, S. (2023). Digital Communication Management Bandung City Government in Inclusive and Sustainable Economic Recovery in Bandung City. Ilomata International Journal of Management, 4(2), 133-143.
Fathiannisa, D. (2020). Public relations strategy in improving outpatient services as an internationally accredited hospital. Journal of Icons December Vo.XXVI No.3, 276-298. https://journals.upi-yai.ac.id/index.php/IKON/article/view/1243 accessed on February 8, 2022 at 21.30 WIB.
Fini Fajrini., A. S. (2022). Hospital Marketing Mix Strategy in the Covid-19 Era. Journal of Medicine and Health, 113-122. https://jurnal.umj.ac.id/index.php/JKK/article/download/11848/6828 accessed on March 27, 2022 at 12.00 WIB
Muharni, I. (2018). Public Relations Strategy in Improving Service Quality of Siti Khadijah Islamic Hospital Palembang. Journal of Intellectuality: Islamic, Social, and Science Volume 07, Number 1, 31-40. http://repository.radenfatah.ac.id/1064/ accessed on February 8, 2022 at 11.00 WIB.
Rika Nohriani., H. K. (2020). Public relations strategy and its relation to improving service quality at the Rokan Hulu Regency General Hospital. Journal of Da'wah and Communication Student Research Vol. 2 No. 1, 26-37. http://ejournal.uin-suska.ac.id/index.php/jrmdk/article/view/9565 accessed on February 8, 2022 at 14.40 WIB.
Riyandi Wispinaldi., D. (2021). RSJ Tampan's Public Relations Strategy in providing BPJS services to the general public. Research Journal of Da'wah and Communication Students Vol. 3 No. 2, 86-84. http://ejournal.uin-suska.ac.id/index.php/jrmdk/article/view/12542 accessed on March 8, 2022 at 19.30 WIB.
Rozalia Fitriani Oedi., E. E. (2020). The Public Relations Strategy of the Samarinda City Resort Police in handling hoax news circulating in Samarinda. eJournal of Communication Science Volume 8 Number 2 2020:13-27. https://scholar.google.com/scholar?hl=id&as_sdt=0%2C5&q=STRATEGI+ PR+POLICE+RESORT+KOTA+SAMARINDA+DALAM+MENA NGANI+BERITA+HOAX+YANG+BERCIRCIRR+DI+SAMARINDA+%28Study+Case+On+Election+General+President+2019%29&btnG = accessed on April 2, 2022 at 21.00 WIB.
Ryandra Dwi Daza Putra., A. S. (2019). Strategy for Implementing the Public Relations Function of the Kuok Health Center in Improving Excellent Service for BPJS Health Patients. Journal of Da'wah and Communication Student Research Vol. 1 No.1, 12-20. http://ejournal.uin-suska.ac.id/index.php/jrmdk/article/view/6888 accessed on February 8, 2022 at 20.00 WIB.
Riyanto, A., Primiana, I., Yunizar, & Azis, Y. (2020). Reengineering support for competitive advantage through organizational basis, information and communication technology: A literature review. Problems and Perspectives in Management, 16(3), 464–476. https://doi.org/10.21511/PPM.16(3).2018.37
Saktisyahputra, S. (2018). Strategi Komunikasi Pemasaran dalam Meningkatkan Jumlah Siswa (Studi Kasus pada Bimbingan Belajar Bintang Solusi Mandiri Cabang Pinang, Jakarta). LUGAS Jurnal Komunikasi, 2(2), 89-97.
Saktisyahputra, S. (2018). Pembelajaran Komunikasi, Motivasi Dan Muhasabah Untuk Guru, Siswa Dan Mahasiswa Di Masjid Al Muhajirin Perum Telaga Harapan Cikarang Barat Kabupaten Bekasi. Jurnal Komunitas: Jurnal Pengabdian Kepada Masyarakat, 1(1), 27-29.
Saktisyahputra, S., Evitha, Y., Razali, G., Sanjaya, F., & Wibowo, A. (2022). Manajemen Komunikasi Digital Perencanaan, Aktivitas dan Evaluasi Pemerintah Provinsi Jawa Timur untuk Pemulihan Ekonomi yang Inklusif dan Berkelanjutan di Jawa Timur. Prosiding Semnaskom-Unram, 4(1), 133-140.
Saktisyahputra, S. (2022). Manajemen Komunikasi Digital Perencanaan, Aktivitas dan Evaluasi Asosiasi Konten Kreator Indonesia dalam Meningkatkan Omset Bisnis UMKM. Abiwara: Jurnal Vokasi Administrasi Bisnis, 3(2), 151-167.
Valiev, R. G., & Voronin, M. V. (2016). Autonomization as a humanitarian form of regulation of domestic ethnopolitical conflicts. Journal of Organizational Culture, Communications and Conflict, 20(SpecialIssue4), 19–23. https://www.scopus.com/inward/record.uri?eid=2-s2.0-85009454773&partnerID=40&md5=a32a0e623f1254e441d7a1de7b034e70
Welch, E. W., & Feeney, M. K. (2014). Technology in government: How organizational culture mediates information and communication technology outcomes. Government Information Quarterly, 31(4), 506–512. https://doi.org/10.1016/j.giq.2014.07.006
Wijaya, H. O. (2017). Application of waterfall method in mobile web-based outpatient registration information system. SISKOFOM Journal, Volume 6, Number 02, 80-85.http://jurnal.atmaluhur.ac.id/index.php/sisfokom/article/download/251/202 accessed on April 2, 2022 20.00 WIB.
Downloads
Published
Issue
Section
License
Copyright (c) 2023 Anggun Kartika Putri
This work is licensed under a Creative Commons Attribution 4.0 International License.
