HUMAN RESOURCE MANAGEMENT STRATEGY THROUGH LEADERSHIP SUPPORT IN IMPROVING BPJS PATIENT SERVICE PERFORMANCE AT MELOY SANGATTA HOSPITAL

Abstract

This study aims to determine the Human Resource Management Strategy Through Leadership Support
to Improve BPJS Patient Service Performance at Meloy Sangatta Hospital. The informants in this study
were the Director of Meloy Sangatta Hospital as a supporting informant, one Medical Records Officer,
and two BPJS Patients. The data analysis used in this study included data collection, reduction,
presentation, and conclusion drawing. This study employed a descriptive approach.
The results of the study indicate that the leadership of Meloy Sangatta Hospital has implemented a topdown leadership strategy grounded in strong moral commitment. Meloy Sangatta Hospital has
developed a progressive HR strategy through three pillars: training as a foundation, intelligent
incentives (financial and non-financial) as a driving force, and discipline as a standard maintainer.
Consistency of service for BPJS patients is maintained through three pillars: a disciplined system,
nurturing motivation, and implementing accountability. There is a gap between leadership perceptions
and the reality on the ground. Significant gaps in teamwork exist.