PEMAHAMAN SUMBER DAYA MANUSIA KESEHATAN DI PUSKESMAS TENTANG MANAJEMEN DATA HUBUNGAN PELANGGAN: Studi Kasus Di Puskesmas Sebulu dan Puskesmas Loa Ipuh Kabupaten Kutai Kartanegara, Provinsi Kalimantan Timur

Evie Sopacua

Abstract


Health centres (HCs) were in the period of transition into business institutions and therefore it needs marketing strategy such as Customer Relationship Marketing by managing data of patients as customers. Understanding the customer relationship data management was conducted through implementation of module 'Entrepreneurship in Health Services with Customer Relationship Marketing'. The objective of this study was to identify the understanding of human health resources in HCs about customer relationship data management through module implementation.

The locations of the study were in Loa Ipuh and Sebulu 1 HCs in Kutai Kartanegara District, East Kalimantan Province. Respondents were human health resources of HCs who participated in the implementation process. Data were collected by conformity of the module contents with its standards of six variables on customer relationship data management in the learning and coachmg processes.

The results showed that in learning process the respondents in Loa Ipuh and Sebulu 1 HCs were on the category of less understood. But in the coaching process, the category of respondents in both HCs was of understood. One of the reasons was that coaching process helps to understand the data management in the implementation process through discusston which followed by problem solving.

The implementation of the customer relationship data managing needs a change in the human resources mindset not only in the HCs but also in the supra sytem as the District Health Office and District Governments. Therefore customer relationship data management should be represented among them to achieve the same perseption in striving HCs into busniess institutions.

 

Keywords: customer relationship data management


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Buletin Penelitian Sistem Kesehatan (Bulletin of Health System Research, ISSN 1410-2935) published by National Institute of Health Research and Development, Ministry of Health of Republic of Indonesia 
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