UNIVERSITAS AIRLANGGA



Detail Article

Administrasi dan Kebijakan Kesehatan

ISSN 1412-8853

Vol. 11 / No. 3 / Published : 2013-09

Order : 9, and page :157 - 161

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Original Article :

Strategy to improve drug purchase in the medicine room through customer relationship management (crm)

Author :

  1. Ari Hidayati*1
  1. Mahasiswa Fakultas Kesehatan Masyarakat

Abstract :

The purpose of this study is to prepare recommendations on Customer Relationship Management (CRM) to increase drugs purchase in the dispensary of Siti Khodijah Hospital. There are four stages in CRM i.e. identify, differentiate, interact and customized. Drugs purchase in the dispensary of RSSK can be increased by decreasing the un-purchased prescribed drugs that is equal to 28.3% in the preliminary survey held from 18 July to 23 October 2010. The design of this study is observational cross-sectional because the population parameters are measured at a specific time period, without any intervention to the population. The customers of RSSK dispensary are doctors, dispensary staff, and drug suppliers. Tihe majority of the dispensary staff (56.25%) states that the prescribed drugs are often unavailable in the dispensary because they are not in the drug formulary. Differentiate is based on the needs and opinions of doctors about online prescribing plan. Hospital organic doctor needs drug prices information while the majority of non-organic doctors (46.7%) disagree with online prescribing. The proposed recommendation on interact is to socialize personally on both the formulary and the online prescribing information. Customized is by designing formulary which is easily seen online in the computer besides featuring the drug prices.

Keyword :

Customer Relationship Management (CRM), hospital, quality of prescribing,


References :

Bukit, B., Trisnantoro, L., Meliala, A., Al, E.,(2008) Kepuasan Kerja Dokter Spesialis di RSUD Manna Kabupaten Bengkulu Selatan dengan Pendekatan Emic Yogyakarta : Universitas Gajah Mada

Kotler, P. and Keller, KL,(2009) Manajemen Pemasaran. 13th ed Jakarta : Erlangga

Mirandani, Didin, Thinni, NR., Ratna, DW.,(2005) Customer Relationship Marketing Berdasarkan Analisis Pertukaran Nilai (Exchange Value) Pelanggan untuk Meningkatkan Pelayanan One Day Surgery (ODS) di Rumah Sakit Lavalette, Malang Vol 4 (1) : Jurnal Administrasi dan Kebijakan Kesehatan

Simamora, H.,(2006) Manajemen Sumber Daya Manusia. 2nd ed Yogyakarta : STIE YKPN





Archive Article

Cover Media Content

Volume : 11 / No. : 3 / Pub. : 2013-09
  1. Nursing Management Process Analysis In Improving Nursing Care Documentation
  2. Satisfied Demand Improvement Of Inpatient Service In Sumberwudi Clinic Lamongan Based On Demand, Organization, And Environment Factors
  3. The Influence Of Work Satisfaction And Organizational Commitment To Turnover Intention Of Lecturers
  4. Efforts To Support The Operating Room Utilization Based On Working Units Performance Management
  5. Interpersonal Communication Improvement Based On The Mindsets Of Midwifes On Mother-child Health Handbook
  6. The Arrangement Of Brand Expression Based On Marketing Strategy And Brand Strategy
  7. Redesign General Emergency Life Support Training In Dr. Soetomo District Hospital (approach Evaluation Training Programme)
  8. Analysis Of Work Attitudes Effect On In-role Performance And Organizational Citizenship Behavior (ocb)
  9. Strategy To Improve Drug Purchase In The Medicine Room Through Customer Relationship Management (crm)
  10. Efforts To Increase The Utilization Of Hospital Maternity Ward Based On Secure Customer Analysis
  11. Officer Obedience In Implementing Standard Operating Procedures

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