Research Article
Enhancing Satisfaction through the Implementation of 5R (Concise, Neat, Clean, Caring and Diligent) at Hospital, Indonesia
@INPROCEEDINGS{10.4108/eai.30-7-2025.2360957, author={Hero Wirasmara Kusuma and Wiwik Eko Pertiwi and Andiko Nugraha Kusuma and Titin Nasiatin and Didi Wandi}, title={Enhancing Satisfaction through the Implementation of 5R (Concise, Neat, Clean, Caring and Diligent) at Hospital, Indonesia }, proceedings={Proceedings of the 2nd Faletehan International Conference, FIC 2025, 30-31 July 2025, Serang, Banten, Indonesia}, publisher={EAI}, proceedings_a={FIC}, year={2025}, month={12}, keywords={5r hospital 5r policy customer satisfaction}, doi={10.4108/eai.30-7-2025.2360957} }- Hero Wirasmara Kusuma
Wiwik Eko Pertiwi
Andiko Nugraha Kusuma
Titin Nasiatin
Didi Wandi
Year: 2025
Enhancing Satisfaction through the Implementation of 5R (Concise, Neat, Clean, Caring and Diligent) at Hospital, Indonesia
FIC
EAI
DOI: 10.4108/eai.30-7-2025.2360957
Abstract
Concise, Neat, Clean, Caring and Diligent are the five principles that hospitals are supposed to apply in order to fulfill their role as providers of health services. These principles are designed to guarantee that patients and visitors are safe, comfortable, and healthy. Within the inpatient population of Drajat Prawiranegara Hospital Serang (RSDP), the purpose of this research is to investigate the connection between the 5Rs policy, the exposure to information about the 5Rs, and the execution of the 5Rs itself, as well as the level of customer satisfaction. The research was conducted using a sample size of eightytwo patients. An analysis using chi-square was performed on this research. It was found that the percentage of respondents who were happy with the services provided by RSDP was somewhat higher (51.2%) than the percentage of respondents who were unsatisfied with the services. There is a statistically significant correlation between the policy and execution of the 5R and the level of customer satisfaction with the RSDP. If the 5Rs are implemented correctly, there will be twelve times the possibility to raise the level of pleasure experienced by customers. It is planned that hospitals would expand the number of posters displaying the 5Rs and strengthen the abilities of health personnel associated with the execution of the 5Rs.
