The world today knows the use of technology in more areas of life than ever. The invention of health technology enables health workers to utilize telecommunication devices in delivering care, easing access to healthcare anywhere, anytime. Telemedicine Application is one of the rapidly developing health applications in Indonesia. This study aimed to analyze the association between quality of services, including tangibility, reliability, responsiveness, assurance, and empathy, and patient satisfaction in Telemedicine Application users compared to conventional health services (face-to-face). Primary data were obtained from 100 respondents who had received healthcare either from Telemedicine Application or face-to-face (conventional) throughout 2019. Data analysis used path analysis and the Wilcoxon test. This study found that service quality, both in Telemedicine Application and conventional care, influenced patient satisfaction. In subjects using Telemedicine Application, reliability and responsiveness did not significantly influence patient satisfaction. Whereas in patients receiving conventional care, tangibility, responsiveness, and empathy were not significantly influential to patient satisfaction. Conventional patient satisfaction is significantly higher compared to Telemedicine Application patient satisfaction.

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Kenyamanan, keamanan, dan kepuasan pelayanan pasien merupakan fenomena pelayanan yang mencerminkan kualitas. Tujuan penelitian ini adalah untuk mengetahui pengaruh implementasi kebijakan perubahan statuskelembagaan rumah sakit terhadap kualitas pelayanan pasien. Penelitian ini menggunakan desain kuantitatif dan metode explanatory survey. Metode analisis meliputi regresi linier multipel dengan uji validitas product moment pearson, uji reliabilitas teknik alpha cronbach, uji hipotesis path analysis dan uji statistik (t), serta transformasi data skala likert dengan alat ukur method of succesive interval. Populasi adalah pegawai rumah sakit sebanyak 1.072 orang dan sampel sebanyak 92 orang yang ditentukan dengan teknik stratified random sampling. Data dikumpulkan denganwawancara terstruktur menggunakan kuesioner dan wawancara pasien sebagai counter informan. Hasil penelitian menunjukkan bahwa implementasi kebijakan perubahan status kelembagaan rumah sakit secara signifikan terbukti berpengaruh terhadap kualitas pelayanan pasien sekitar 66,31% dan faktor lain berpengaruh sebesar (e) 33,69%. Berbagai faktor yang berpengaruh positif signifikan terhadap kualitas pelayanan meliputi faktor komunikasi (0,49%), sumber daya (0,25%), sikap pelaksana (0,32%), dan struktur birokrasi (0,33%). Faktor lain yang memengaruhi kualitaspelayanan adalah faktor budaya kerja sebagai norma implementasi kebijakan perubahan status kelembagaan rumah sakit.Kata kunci: Implementasi kebijakan, status kelembagaan rumah sakit, kualitas pelayananAbstractComfort, safety, and satisfacton of patient care is a phenomenon that represents service quality. This research intends to uncover effects on implementation of the changing of institutional status towards quality of patient care. Ths research used quantitative research design with explanatory survey method. Analysis method including multiple linear regression with pearson product moment test validity, reliability test techniques and test hypotheses alpha cronbach path analysis, and testing statistic (t), and also data transform likert scale which uses method of successive interval tool. The research population is 1.072 employees and 92 person sample taken by stratified random sampling. Data collected by structured interview using questionnaire and patient interviews as counter informan. Results showed that the implementation of policy change on institutional status of hospital proven the of significant influence on the quality of patient cares at 66,31% and other factors influenced (e) 33,69%. Various factors that affect significantly positive on quality service including communication factor 12,49%; resources 0,25%; attitude of the implementers 0,32%; and bureaucratic structure 0,33%. Another concept that influenced of quality care is job behavior factor as implementation of policy change on institutional status of hospital norm.Key words: Implementation policy, hospital institution status, quality service

The hospitals' issue in dealing with the healthcare service becomes challenging in the current era of the millennial generation employee. This may make interpersonal working cooperation difficult to achieve. Hence, this study attempts to evaluate the differences between public and private hospital working cultures on the job satisfaction index in the millennial generation. We used AIH public hospital and AIS private hospital in Bandung to conduct the study. All employees were of the millennial generation (born 1981-2000). The job satisfaction index includes passion, salary, supervision, work colleagues, and working conditions. It has a maximum score of 75 and a minimum score of 15. P-value 0.05 was defined as significant differences. The results showed that private hospitals have a job satisfaction index score of passion (50.22±6.51 vs. 42.32±8.01; p= 0.042), salary (51.49±11.54 vs. 27.92±6.61; p= 0.033), supervision (66.78±4.82 vs. 53.32±11.04; p= 0.073), and working conditions (61.41±7.59 vs. 37.72±9.52; p= 0.139) that are higher than public hospitals. The work colleagues’ score was the only higher in public hospitals (35.81±8.98 vs. 29.91±5.94; p= 0.040). This present study showed differences between public and private hospital working cultures on the job satisfaction index in the millennial generation.