THE ANALYSIS OF THE IN PATIENT SERVICE EXPECTED BY THE PATIENTS OF BHAKTI WIRA TAMTAMA HOSPITAL, SEMARANG

Bhakti Wira Tamtama Hospital (RSBWT) is owned by the Departement of Hankam. Compared to the other similar hospitals, the rate of occupancy in the inpatient is only 40 %. Cahyono (1999) analyzed the marketing strategy of RSBWT with the result that RSBWT is weak according the ability to response the market and market its product. To anticipate the increasingly global environment and the tight competition, a survey was done to the answer the question: “What kind of service of inpatient at RSBWT is suitable for the patients using the service of inpatient”? The goal of this survey can be proposed to managerial decision of RSBWT in developing service of inpatient based on the identification of the wish of the inpatients. The research methods is based on the quantitative and qualitative approach. The data collected in cross sectional. The respondents were inpatients in July 2001, the total number of inpatient 30 people was the questionnaire the data was conducted to collect from inpatient. The result of inpatient was consulted matched to the opinions of 15 hospital executives by using a through interview, then another interview with the 15 managers using Delphi method. Based on the above result, an analysis is done based on the theory of organization and hospital management, marketing theory. In general, the inpatients of RSBWT were from the middle to low class level. The reason to choose RSBWT was the flow tariff, the closeness to their residence and the good relation between inpatients and the officials. The patients expected the building should be improve. The administrative and the clinical services as well as the more qualified service for the patients. The opinions of the patients were aknowledged by the executives and managers. Sumber Utama : www.mikm.undip.ac.i