Implementation of Case Management for Quality Improvement at Purwokerto Islamic Hospital

Rini Indrian, Ikhlas Muhammad Jenie, Arlina Dewi


Masters Program in Hospital Management, Universitas Muhammadiyah Yogyakarta



Background: Case management is a collaborative process of assessment, planning, facilitation, care coordination, evaluation, and advocacy for options and ser­vices to meet an individual’s and family’s comprehensive health needs through com­munication and available resources to promote quality, cost-effective out­comes. This study aimed to investigate the implementation of case management and its effects on quality of care at Purwokerto Islamic Hospital.

Subjects and Method: A qualitative study was conducted at Purwokerto Islamic Hospital, Purwokerto, Central Java, from December 2017 to March 2018. A sam­ple 0f informants was selected for this study, consisting of 6 case managers and 15 patients with diabetes mellitus. The dependent variable was service quality, including communication, collaboration, coordination, patient satis­faction, and care giver satisfaction. The independent variable was implement­tation of case mana­gement. The data were collected by questionnaire, in-depth interview, obser­vation, and document review.

Results: Satisfaction among health professions (doctors, nurses, other health pro­viders), was higher after implementation of case management than before. Like­wise, patient satisfaction, particularly inpatient, was higher after case manage­ment than before.

Conclusion: Case management has been implemented at Purwokerto Islamic Hos­pital, and has improved the quality of health service, and has increased patient satisfaction.

Keywords: case management, service quality, patient satisfaction

Correspondence: Rini Indrian. Masters Program in Hospital Management, Universitas Muhamma­diyah Yogyakarta, Jl. Lingkar Selatan, Tamantirto, Kasihan, Bantul, Yogyakarta. Email: Mobile: 085747777361


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