EFEKTIVITAS KOMUNIKASI ORGANISASI ANTARA MANAJEMEN DAN TENAGA KESEHATAN DALAM IMPLEMENTASI KEBIJAKAN MUTU PELAYANAN RUMAH SAKIT

Abstract

The implementation of quality service policies in hospitals is highly dependent on the effectiveness of organizational communication between management and healthcare workers. This study aims to analyze the effectiveness of organizational communication in the implementation of quality service policies at Hospital X. The study used a qualitative approach with a case study method, where data collection was conducted through in-depth interviews with purposively selected informants, including management and healthcare workers from various service units. Data were analyzed using thematic analysis techniques. The results of the study indicate that vertical communication patterns have a comprehensive formal structure through tiered coordination meetings, socialization, and various communication media, but their effectiveness is hampered by information distortion, limited message packaging, and variations in managerial communication competencies. Communication barriers are multidimensional including structural, cultural, perceptual, technical, practical, linguistic, relational, and coordinative barriers. Feedback mechanisms have been available in various forms but their effectiveness is low due to a lack of transparency in follow-up, low trust, a culture of blame, and minimal involvement of healthcare workers in policy formulation.