Socializing the SPO to all officers involved

Oct 13, 2025 by wbrum.org 80 views

Analysis of the Perception of the Patient Returned from His Own Request (PAPS) on the Quality of Service and Prices in the Integrated Inpatient Room (Rindu) A Adam Malik Hajj Hospital

Introduction

The success of treatment in a hospital can be measured by the recovery of the patient, which is then allowed to go home by a doctor. However, at the Adam Malik Haji Hospital Medan, there was an interesting phenomenon where a number of patients chose to go home at their own request (PAPS). The number of patients who choose this PAPS continues to increase every year, without any signs of decline. This phenomenon raises questions about the quality of service and prices in the hospital, which may not meet the expectations of patients. Therefore, this study aims to explore the perception of patients who return at their own requests to the quality of the services they receive, including services from doctors, nurses, administration, environmental conditions, and prices imposed in the Integrated Inpatient Room (Rindu) A Adam Malik Haji Hospital Medan.

Background

The Adam Malik Haji Hospital Medan is a major hospital in Medan, Indonesia, which provides a wide range of medical services to patients. The hospital has a reputation for providing quality medical care, but the increasing number of patients who choose to go home at their own request (PAPS) suggests that there may be some issues with the quality of service and prices. The PAPS phenomenon is a complex issue that requires a comprehensive understanding of the factors that contribute to it. This study aims to provide insights into the perception of patients who return at their own requests, which can help to identify areas for improvement in the hospital's services.

Methodology

This study used a descriptive survey with a qualitative approach, involving in-depth interviews with nine patients who choose to go home alone. The research method used was content analysis, which involves analyzing the data collected from the interviews to identify patterns and themes. The study aimed to explore the perception of patients who return at their own requests to the quality of the services they receive, including services from doctors, nurses, administration, environmental conditions, and prices imposed in the Integrated Inpatient Room (Rindu) A Adam Malik Haji Hospital Medan.

Results

The results of the study indicate that the main causes of PAPS patients vary depending on their class. For VIP patients and class I, the decision to go home is usually caused by individual or family factors. Meanwhile, class II patients tend to choose to go home because of the service problems they receive, while class III patients are more encouraged by the cost factor. Common complaints expressed by patients include lack of responsiveness from the service and inadequate communication. On the other hand, patients from class III complained about the number of medical supporting examinations that were considered to drain costs.

Discussion

The results of this study suggest that the quality of service and prices in the hospital are not meeting the expectations of patients. The lack of responsiveness from the service and inadequate communication are common complaints expressed by patients. These issues can be addressed by improving the communication skills of hospital staff and providing better services to patients. The cost factor is also a significant issue for class III patients, who are more encouraged by the cost factor to go home. This suggests that the hospital needs to review its pricing strategy to ensure that it is competitive and affordable for all patients.

Conclusion

The PAPS phenomenon is a complex issue that requires a comprehensive understanding of the factors that contribute to it. This study has provided insights into the perception of patients who return at their own requests, which can help to identify areas for improvement in the hospital's services. The results of this study suggest that the quality of service and prices in the hospital are not meeting the expectations of patients. Therefore, it is recommended that the management of Haji Adam Malik Medan Hospital compiles and applies a clear operational procedure (SPO) standard related to the performance of doctors, nurses, and other medical officers. It is also important to socialize this SPO to all officers involved and supervise to monitor and evaluate performance. In addition, there needs to be close coordination with the USU Faculty of Medicine to ensure that educational activities in the hospital are in accordance with the applicable SPO. Prime service training (service excellence) is also very necessary for all employees, both doctors, nurses, and non-medical personnel, in order to improve the quality of services in hospitals.

Recommendations

Based on the findings of this study, the following recommendations are made:

Compiling and applying a clear operational procedure (SPO) standard: The management of Haji Adam Malik Medan Hospital should compile and apply a clear operational procedure (SPO) standard related to the performance of doctors, nurses, and other medical officers.
Socializing the SPO to all officers involved: The SPO should be socialized to all officers involved, including doctors, nurses, and other medical officers, to ensure that they understand their roles and responsibilities.
Supervising and evaluating performance: The performance of hospital staff should be supervised and evaluated regularly to ensure that they are meeting the standards set by the SPO.
Close coordination with the USU Faculty of Medicine: There should be close coordination with the USU Faculty of Medicine to ensure that educational activities in the hospital are in accordance with the applicable SPO.
Prime service training (service excellence): Prime service training (service excellence) is necessary for all employees, both doctors, nurses, and non-medical personnel, to improve the quality of services in hospitals.

Limitations

This study has some limitations that should be noted. The study was conducted with a small sample size of nine patients, which may not be representative of all patients who choose to go home at their own request (PAPS). Additionally, the study was conducted in a single hospital, which may not be generalizable to other hospitals. Therefore, further studies are needed to confirm the findings of this study and to explore the PAPS phenomenon in other hospitals.

Future Research Directions

This study has identified some areas for future research. For example, further studies are needed to explore the PAPS phenomenon in other hospitals and to identify the factors that contribute to it. Additionally, studies are needed to evaluate the effectiveness of the recommendations made in this study, such as compiling and applying a clear operational procedure (SPO) standard and providing prime service training (service excellence) to hospital staff.
Q&A: Understanding the Perception of Patients Who Return at Their Own Request (PAPS) in the Integrated Inpatient Room (Rindu) A Adam Malik Hajj Hospital

Q: What is the PAPS phenomenon?

A: The PAPS phenomenon refers to the situation where patients choose to go home at their own request, rather than completing their treatment in the hospital. This phenomenon is becoming increasingly common in hospitals, including the Integrated Inpatient Room (Rindu) A Adam Malik Hajj Hospital in Medan.

Q: What are the main causes of PAPS?

A: The main causes of PAPS vary depending on the class of patients. For VIP patients and class I, the decision to go home is usually caused by individual or family factors. Meanwhile, class II patients tend to choose to go home because of service problems they receive, while class III patients are more encouraged by the cost factor.

Q: What are the common complaints expressed by patients who return at their own request?

A: Common complaints expressed by patients who return at their own request include lack of responsiveness from the service and inadequate communication. Patients from class III also complained about the number of medical supporting examinations that were considered to drain costs.

Q: What are the recommendations made by this study to address the PAPS phenomenon?

A: The study recommends that the management of Haji Adam Malik Medan Hospital compiles and applies a clear operational procedure (SPO) standard related to the performance of doctors, nurses, and other medical officers. It is also recommended that the SPO be socialized to all officers involved and supervised to monitor and evaluate performance. Additionally, close coordination with the USU Faculty of Medicine is necessary to ensure that educational activities in the hospital are in accordance with the applicable SPO. Prime service training (service excellence) is also necessary for all employees, both doctors, nurses, and non-medical personnel, to improve the quality of services in hospitals.

Q: What are the limitations of this study?

A: This study has some limitations that should be noted. The study was conducted with a small sample size of nine patients, which may not be representative of all patients who choose to go home at their own request (PAPS). Additionally, the study was conducted in a single hospital, which may not be generalizable to other hospitals.

Q: What are the future research directions for this study?

A: This study has identified some areas for future research. For example, further studies are needed to explore the PAPS phenomenon in other hospitals and to identify the factors that contribute to it. Additionally, studies are needed to evaluate the effectiveness of the recommendations made in this study, such as compiling and applying a clear operational procedure (SPO) standard and providing prime service training (service excellence) to hospital staff.

Q: What are the implications of this study for hospital management?

A: The findings of this study have significant implications for hospital management. Hospital managers should take steps to improve the quality of services provided to patients, including improving communication and responsiveness to patient needs. Additionally, hospital managers should review their pricing strategy to ensure that it is competitive and affordable for all patients.

Q: What are the implications of this study for healthcare policy?

A: The findings of this study have significant implications for healthcare policy. Healthcare policymakers should take steps to improve the quality of healthcare services provided to patients, including improving communication and responsiveness to patient needs. Additionally, policymakers should review healthcare financing policies to ensure that they are fair and equitable for all patients.

Q: What are the implications of this study for medical education?

A: The findings of this study have significant implications for medical education. Medical educators should take steps to improve the communication and interpersonal skills of medical students, including training them in patient-centered care and communication. Additionally, medical educators should review their curricula to ensure that they are preparing students for the realities of clinical practice.