Strategi Case Manager dalam Mendukung Pembentukan Citra Pelayanan Rawat Inap pada RSUD dr. Soeselo Kabupaten Tegal

Abstract

Advances in information technology and increasing public expectations for service quality require hospitals to strengthen patient experience while building a positive service image. RSUD dr. Soeselo Kabupaten Tegal faces several challenges in inpatient services, including fluctuations in patient visits, limited interprofessional coordination, hardcopy-based service documentation, and limited human resources for case management. This study aims to analyze the implementation of case manager strategies, identify barriers, and analyze optimization efforts to support the formation of an inpatient service image at RSUD dr. Soeselo Kabupaten Tegal. The study employed a descriptive qualitative approach with a case study design. Data were collected through in-depth interviews, observation, participant observation, and documentation involving case managers, professional care providers, and patients or family members. Data were analyzed through transcription, data reduction, coding, categorization, theme identification, data presentation, and conclusion drawing, supported by triangulation of sources and techniques. SWOT analysis mapped internal and external factors affecting the implementation of case manager strategies. The findings show that case manager strategies are implemented through six main pillars: communication, coordination, intervention, advocacy, negotiation, and empowerment. These strategies support service coordination, continuity of care, patient education, and more personalized service. Key barriers include suboptimal interprofessional coordination, manual documentation, limited monitoring systems, workload, human resource constraints, and patient financing problems. Optimization efforts include strengthening patient and family education, service personalization, case manager competency development, documentation digitalization, and collaboration with the public relations team. The findings indicate that case manager strategies can support the formation of a positive hospital service image through coordination, continuity of care, communication, and patient experience, although stronger internal systems are still required.