Manajemen strategis pengalaman pasien: tinjauan sistematis tentang integrasi customer experience dan kinerja rumah sakit
DOI: https://doi.org/10.56922/pti.v6i2.3440
Customer Experience Hospital Performance Patient Experience Patient Satisfaction Strategic Management
Abstract
Background: Occupational injuries among healthcare workers are a common safety issue caused by suboptimal biomechanics and ergonomics. Activities such as lifting patients, non-ergonomic work postures, repetitive movements, and high physical and mental workloads can increase the risk of musculoskeletal disorders (MSDs) in healthcare workers.
Purpose: To identify ergonomic risk factors associated with work injuries in healthcare workers and to analyze managerial implications for prevention efforts.
Method: The research used a systematic literature review (SLR) examining national and international scientific articles from 2020–2025 obtained from Google Scholar, Scopus, ScienceDirect, and SINTA databases. The article selection process was conducted using PRISMA guidelines, resulting in 20 articles meeting the inclusion criteria.
Results: Studies have shown that the main factors causing occupational injuries in healthcare workers include awkward working postures, manual patient handling, repetitive movements, high workloads, and a lack of ergonomics in hospital settings. The most common musculoskeletal disorders are low back pain, neck pain, shoulder pain, and muscle fatigue. Workplace injuries also impact productivity, quality of care, work absence, and hospital healthcare costs.
Conclusion: Patient experience has been shown to be related to satisfaction, loyalty, trust, intention to revisit, and public perception of the quality of health services.
Keywords: Customer Experience; Hospital Performance; Patient Experience; Patient Satisfaction; Strategic Management.
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