Implementation of Case Management in Improving Quality of Service in Islamic Hospital Purwokerto (Case Study Patient DM Type II)

Rini Indrian


Quality service is a service based on Patient Center Care that requires integration and coordination of various care providers. Lack of communication, coordination and collaboration between caregivers and dissatisfaction of patients can affect the quality of service. To find out communication, collaboration, coordination and satisfaction of care givers and patient satisfaction by using Case Management implementation. This research is a qualitative research using Action Reaserch method. The tools used in the study used interviews. The results of the study before the implementation of Case Management 3 of 4 Case Managers said that (communication, coordination and collaboration) the care giver was still lacking, and was not satisfied in providing services, and 3 patient respondents said they were not satisfied with inpatient services. After the Case Management implementation, 5 of the 6 Case Managers said (communication, coordination and collaboration) had increased more than before, and were satisfied in providing services to patients in inpatient installations. While for respondents with patient satisfaction (case study of DM patients), 11 of 15 patients said they were satisfied, 4 patients said they were not satisfied with the service. The implementation of Case Management carried out in inpatient installations is able to improve the quality of service (communication, coordination, and collaboration) of the care givers and increase the satisfaction of officers in providing services to patients inpatients, and provide patient satisfaction while getting services in hospital inpatient installations islam purwokerto.


Case management; Case Manager; Collaboration;

Full Text:



Lambert, M. (2015) ‘Case Management in Primary Care for Frequent Users of Health Care Services With Chronic Diseases: A Qualitative Study of Patient and Family Experience

Leonard, M. (2015) ‘Clinical Case Management Practice “’, Nursing Case Management Review and Resource Manual, 4th editio.

Principles, G., Management, C. and Settings, P. (2010) ‘Standards of Practice for Case Management.

Robinson, J. C. (2015). Purchasing Medical Innovation. Universit y of California Press.

Snowden, F., Lyth, J. R. and Miller, M. (no date) ‘Case Managers Facilitate Successful Return to Work in Difficult Cases Utilizing Return-to.

CMSA (2010) ‘Standards of Practice for Case Management.’, The Case Manager

Michelman, M. et al. (2005) ‘A Case Management Protocol

Suryawati, C., Dharminto and Shaluhiyah, Z. (2006) ‘Penyusunan Indikator Kepuasan Pasien Rawat Inap Rumah Sakit di provinsi Jawa Tengah’, Jurnal Manajemen Pelayanan Kesehatan.

Whiteurmcrochesteredu, P., York, N. and Hall, M. E. (2006) ‘Mapping the literature of Case Management nursing

National Case Management Network of Canada (2012) ‘Canadian Core Competency Profile for Case Management Providers’, (October).

Aeni, W. N. (2014) ‘PENGEMBANGAN CASE MANAGER DALAM PATIENT CENTERED CARE’, 2(2), pp. 126–134. 2017.

Rosa, E. M. and Arini, M. (2015) ‘Buku Panduan Tesis MMR 2015

Brannick, T. (2005) Doing Action in Your Own Second Edition.

Budiman, 2010, ‘Hubungan Status Demografi dengan Kepuasan

Praptiwi, A, 2011, Pengelolaan Kepuasan Pelanggan dalam Pelayanan Kesehatan, Fakultas Ilmu Keperawatan Universitas Pajajaran.

Buttigieg, S., Rathert, C. and Eiff, W. Von (2015) International Best Practices in Health Care Management.

Pelayanan Jamkesmas di Wilayah Puskesmas Tanjungsari Kabupaten Bogor tahun 2010’.

Chow, S. K. Y. and Wong, F. K. Y. (2010) ‘Health-related quality of life in patients undergoing peritoneal dialysis: Effects of a nurse-led Case Management programme’, Journal of Advanced Nursing.

Downey, W. T. (2006) ‘Case Managers’ Roles and Functions.

Gultom, Y. T. and Ui, F. I. K. (2012) Tingkat pengetahuan..., Yuni Thiodora Gultom. FIK UI, 2012.

Huston, C. J. (2001) ‘The Role of the Case Manager in a Disease Management Program.

Indonesian, T. H. E., Of, J. and Science, H. (2015) ‘Strategi Case Manager Dalam Mengelola Kasus Pasien Rawat Inap Di Rs B Kediri Widyasih Sunaringtyas*, Madya Sulisno.

Journal, T. Et Al. (2015) ‘Dementia Case Management Effectiveness On Health Care Costs And Resource Utilization : A Systematic Review Of ... Dementia Case Management Effectiveness On Health Care Costs And Resource Utilization : A Systematic Review Of Randomized Controlled Trials.

Tahan, H. A. and Campagna, V. (2010) ‘Case Management Roles and and Professional Disciplines’, Health (San Francisco).


Article Metrics

Abstract view : 85 times
PDF - 44 times


Copyright (c) 2018 JMMR (Jurnal Medicoeticolegal dan Manajemen Rumah Sakit)

JMMR (Jurnal Medicoeticolegal dan Manajemen Rumah Sakit) are indexed by:


Ruang Jurnal JMMR, Gedung Pascasarjana Universitas Muhammadiyah Yogyakarta
Brawijaya Street, Tamantirto, Kasihan, Bantul, D.I. Yogyakarta, Indonesia

Information for Author click HERE

Creative Commons License
JMMR is licensed under Creative Commons Attribution 4.0 International License.

View My Journal of JMMR