The Service Management Strategy by

Imam Bonjol Clinic in Competing

among First Health Level Facility

By:
drg.Trianike Nor Aini, 2051B1028
Supervisor :
Agusta Dian Ellina, S. Kep., Ns., M. Kep., NIDN. 0720088503
 01
BACKGROUND
 FKTP

9.21
10.13

health center clinic

9,350
9,300
9,250
9,200
9,150 Private Clinic Total of capitation
(first month)
9,100 523
Total of capitation
9,050 (last month)
9,000

10339

Clinic A Clinic B
SPECIAL PURPOSE

obst
a
imp cles in
serv lemen the
ice m tatio
an n
strat ageme
egy nt

1 2 3 4

ing the
Explor strategy
ement
manag
 INPUT Strategic Plan for Imam Bonjol Clinic Service
Management in Facing the Competition Between
FKTPs

Explore Imam Bonjol Clinic Environmental

Internal Environment: External Environment:

--Clinic policy
-Clinical marketing factors
-Factors of clinical Micro Environment: Macro Environment:
production • Company/clinic • Demographic
-Human Resources • BPJS • Economy
-Clinical financial factors • Consumer • Socio-cultural
-Service management • Competitor • Government &
-Facilities and infrastructure • Public Politics
• Technology
PROCESS
Strategy Formulation

Program Formulation

Implementation

OUTCOME
Able to compete
 02
Research
method
 DESIGN TRIANGULATIO
N
UNIT OF ANALYSIS
PARTICIPANT
SAMPLE SELECTION
TECHNIQUE
SATURATION
INFORMANT
No Position Total
1 Registration 1
2 Quality and patient safety 1 SOURCE
3 General practioners 1 The Charge of Clinic
4 Dentists 2 Head of the Clinical Foundation
5 HR and secretariat 1 BPJS
6 Financial department 1
7 Geneal department 1
8 Pharmacist 1 TECHNIQUE
9 Pharmacist Assistant 1 Interview
10 Emergency medicine 1 Observation
11 General practioner Assistant 1 Document
12 Dentist Assistant 1
13 Audit 1
14 Midwive 1
15 Patients 2 TIME
TOTAL 17 Morning
Noon
Afternoon/Evening

INFORMANT TRIANGULATION
RESEARCH INSTRUMEN
Interview: Semi Structured
Observation: Non participants
Documentation

TIME AND SITE

DATA VALIDITY TEST

Credibility Test
Transferability Test
Dependability Test
Confirmability Test
DATA ANALYSIS
Data reduction
Data Display
Conclusion

RESEARCH ETHICS
 03
RESULT
2500

2000

1500

1000

500

0
Total Visit General Poly Dental Poly Sick Visit Health Visit Doctor
Referral

January February March April May June

300.00%
250.00%
200.00%
150.00%
100.00%
50.00%
0.00%
Doctor Referral Contact Rate Clinic Contact Rate BPJS

January February March April May June

 INTERNAL ENVIRONMENTAL ANALYSIS
CLINIC POLICY
• Join BPJS => Vision and Mission => strength in competition
CLINICAL MARKETING
• PRODUCT • PRICE
a. Imam Bonjol Clinic Service
a. Imam Bonjol Funds
b. Collaboration with specialist doctors
b. Present Condition = follow the rules & one way payment
c. Collaboration with laboratorium
c. Target = revenue target
d. 2nd floor utilization
e. Rapid Service
Past Expenses

Price List
Service

Clinical Clinical
BPJS Document OWNER
Management Management

Capitation funds Operational Costs

 CLINICAL MARKETING

• PROMOTION => lessa. Advertising 

b. Sales Promotion
c. Events and Experiences
d. Public Relations and Publicity
e. Online and Social Media Marketing
f. Mobile Marketing
g. Direct and Database Marketing
h. Personal Selling

1 2 3
• PLACE • PEOPLE
Imam Clinic to Other Private Clinic =1.6 km Employee work 70-80% according to the main task
Imam Bonjol Clinic to Public health center = 2.8 Km service quality, patient satisfaction, and
Imam Bonjol Clinic to school = 1.3 km strategies to face the competition
Imam Bonjol Clinic to Market = 1.7 km
Imam Bonjol Clinic to Mall = 3 km Constraint = communication to the patient
Imam Bonjol Clinic to Loris = 500 meter
Imam Bonjol Clinic to Specialist Doctors = 11 meterBonjol
 CLINICAL MARKETING

a) CURRENT : Clean, Big, the dental poly

doesn't follow the rules (2020)
PROCCESS b) TARGET : Follow the rules

a) CURRENT : Offline & Online Service, non-

routine calibration tool, highest JKN user
PHYSICAL
b) TARGET : Pharmacy registration on gojek or EVIDENCE
grab, schedule Calibration
1. Delay in capitation funds (maximum 15)
2. Deficit when first opened up to 6 months
3. 30-40% for employee salaries, 40%-50% for operational needs, profit earned 10-20%.

• PERFORMANCE-BASED CAPITATION
1. 90% = 2 indicators o
1. Contact rate 150 mil 2. 80% = 1 indicators on
150 per 1000 participants 3. 100%. = 1 indicators
2. Controlled prolanis participant ratio >50%
3. Referral ratio < 2%

• PATIENTS TRANSFER
1. Participants who work under the agency
2. patient's residence or place of work are moving
3. PBI program
4. Patients who join as BPJS Employment are fired
 EXTERNAL ENVIRONMENTAL ANALYSIS
BPJS
1. Delay in capitation funds (maximum 15)
2. Deficit when first opened up to 6 months
3. 30-40% for employee salaries, 40%-50%
for operational needs, profit earned 10-
• PERFORMANCE-BASED 20%.
CAPITATION • CAPITATION FUNDS
1. Contact rate 150 mil
150 per 1000 participants
2. Controlled prolanis participant ratio >50%
3. Referral ratio < 2%

• PATIENTS TRANSFER

1. 90% = 2 indicators on safe zone 1. Participants who work under the agency
2. 80% = 1 indicators on safe zone 2. patient's residence or place of work are
3. 100%. = 1 indicators on safe zone moving
3. PBI program
4. Patients who join as BPJS Employment are
fired
 50,000
Number of visitors last month

20,000
Patients last month
5,000
Vaccines this month
 Our statistics

Venus Neptune
Venus is beautiful It’s far away

Saturn Jupiter
It has rings It’s a gas giant

Follow the link in the graph to modify its data and then paste
the new one here. For more info, click here
 Milestones reached

Jupiter is the biggest Venus has a Despite being red,

planet in the entire beautiful name, but Mars is actually a
Solar System it’s terribly hot very cold place

2000 2005 2010 2015 2020

Neptune is the fourth- Mercury is the
largest planet in the smallest planet in the
Solar System Solar System
 Mercury is the closest planet to the

Patient Care Sun and the smallest one in the Solar

System—it’s only a bit larger than the
Moon. It was named after a god
 Services

Neptune Mars Mercury Saturn

Neptune is Despite being Mercury is the Jupiter is the
very far away red, Mars is a closest planet biggest planet
from Earth cold place to the Sun of them all
02
Business
You can enter a subtitle here if you need it
 Patient recuperation
Urea Bilirubin Glucose Fat

May 1.3 mg 90 mg 110 mg 350 mg

June 1 mg 83 mg 86 mg 200 mg

July 0.9 mg 72 mg 78 mg 130 mg

August 0.6 mg 70 mg 60 mg120 mg

Locations
Venus
Venus has a beautiful
name, but it’s hot

Saturn
It’s a gas giant and has
several rings

Neptune
It’s the farthest planet
from the Sun
Quality improvement measures
Mercury Mars
Mercury is the closest Despite being red,
to the Sun Mars is a cold place

Venus Jupiter
Venus has a beautiful It’s the biggest planet
planet name in the Solar System

Saturn Neptune
Saturn is the ringed Neptune is very far
one and a gas giant away from Earth
90%
Patient satisfaction
Mercury is the closest planet to
the Sun and the smallest one in
the Solar System—it’s only a bit
larger than the Moon
 Mars
Despite being red,
Mars is actually a
cold place

Venus
Innovations Venus has a
beautiful name, but
it’s terribly hot

Saturn
Saturn is the ringed
one and has several
rings
 Testimonials
Jenna Doe, 25 John James, 36
Neptune is the farthest Despite being red, Mars is a
planet from the Sun cold place

Freda Bloggs, 31 Helena Patts, 58

Mercury is the closest planet Jupiter is the biggest planet
to the Sun in the Solar System
 Awards

Mercury Venus Jupiter

Mercury is the Venus is the second Despite being red,

closest planet to the planet from the Sun Mars is actually a
Sun cold place
 Our team

Laura James Jenna Doe Jane Patterson

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