Organizational Strategy in Improving Services Outpatient Installation at Raja Ahmad Tabib Regional General Hospital, Riau Islands Province

Abstract

This research is entitled "Organizational Strategy for Improving Outpatient Installation Services at the Raja Ahmad Tabib Regional General Hospital (RSUD) of Riau Islands Province". The aim of the research is to find out and explain further the strategies carried out by the Riau Islands regional hospital in improving service and satisfaction related to public services. The benefit of this research is to contribute to society and the government through researched writing. In this research, researchers used a case study approach and data analysis, which focused on finding out in depth and exploring research related to the research location, so as to minimize incidents in the field (Moleong, 2018). Therefore, this research focuses on the strategies carried out by RSUD. Raja Ahmad Tabib in dealing with services to the community and payments by BPJS. The data collection techniques used are observation, interviews and documentation (Sarwono, 2006). Meanwhile, the theory used is Kotten's theoretical approach (Salusu, 1996). Kotten divides strategy into four types based on corporate strategy (organizational strategy), program strategy (program strategy), resource support strategy (resource support strategy) and institutional strategy (institutional strategy). The research results illustrate that Raja Ahmad Tabib Regional Hospital is the main referral hospital in the Riau Islands, and provides quality health services supported by modern facilities. This is in accordance with the vision and mission of the hospital's strategic plan to prioritize improving health services, including making Raja Ahmad Tabib Regional Hospital the main hospital in the Riau Islands Province. However, there are also a number of challenges in maintaining the quality of health services due to various factors such as limited resources, lack of qualified personnel, and high patient volumes and claims from BPJS that do not match claims submitted from hospitals.