SINONA (Ready to Deliver Your Medicine) Service for Outpatients

at Health Service Center

Haedar Akib

1 a

, Andi Selvi Kartini Wonsu

, Didin

1 b

, Andi Muhammad Rivai

1 c

and

Khairil

Asnan Haedar

3 d

Department of Administration Science, Universitas Negeri Makassar, Makassar City, South Sulawesi, Indonesia

La Mappapenning Regional Hospital, Bone Regency, South Sulawesi, Indonesia

Department of Biological Sciences, Khon Kaen University, Mueang Khon Kaen, Khon Kaen, Thailand

Keywords: SINONA, Medicine Delivery Service, Outpatients, Healthcare Innovation, Public Service Evaluation.

Abstract: This study aims to evaluate the feasibility, effectiveness, and user perceptions of SINONA in enhancing

healthcare service delivery at La Mappapenning Regional Hospital, Bone, Indonesia. A qualitative-

phenomenological approach was employed, involving semi-structured interviews with 12 patients and 3

employees, supported by observational data. The study analyzed user awareness, perceptions, and service

quality using Rogers' innovation diffusion theory as a conceptual framework. Findings reveal that SINONA

improves accessibility and patient satisfaction, particularly for those with time constraints or mobility

challenges, by delivering medications safely and promptly. Despite these benefits, challenges such as delivery

delays and limited interaction with pharmacists were identified, reflecting variability in user perceptions. The

study highlights the service's potential to enhance healthcare equity and efficiency through innovative

logistics and technology integration while recommending continuous user education, inclusivity, and system

optimization. SINONA exemplifies the modernization of healthcare services aligned with social justice and

contemporary public health needs.

1 INTRODUCTION

Outpatient medicine delivery is a response to

challenges faced in traditional health systems, such as

long queues at pharmacies, limited physical access,

and geographical disparities. This innovation not only

increases efficiency but also encourages better quality

of health services, with a more personalized approach

based on patient needs. Through the analysis of the

philosophical, theoretical, and normative

perspectives cited in this article, outpatient medicine

delivery innovation is not just a technical change, but

also a real manifestation of efforts to create social

justice, improve community welfare, respond to the

challenges of the times with adaptive and inclusive

technology-based solutions. Therefore, innovation in

public services in the health sector, especially in

medicine delivery, is one of the strategic steps to

https://orcid.org/0000-0003-3821-0583

https://orcid.org/0009-0004-1664-1395

https://orcid.org/0009-0000-8458-5787

https://orcid.org/0000-0001-6695-5422

increase the accessibility and efficiency of health

services for the community. This innovation can

ensure that patients receive medicines quickly, safely,

and on time, especially in times of emergency or for

patients living in remote areas. Nevertheless, the

results of preliminary research on the benefits,

suitability, complexity, replication intensity, and

testing of the results of the SINONA (Siap Antar Obat

Anda / Ready to Deliver Your Medicine) service

innovation are perceived differently by each patient

because of their different characteristics (gender, age,

type of work, perception of disease, time, place,

behavioral ethics, and standards of service quality

received). Therefore, this study explains the urgency

and perspective of implementing Sinona service

innovation in health service center. The concept of

innovation according to Rogers (2002) is applied in

this normative research which includes dimensions,

Akib, H., Wonsu, A. S. K., Didin, , Rivai, A. M. and Haedar, K. A.

SINONA (Ready to Deliver Your Medicine) Service for Outpatients at Health Service Center.

DOI: 10.5220/0013421000004654

In Proceedings of the 4th International Conference on Humanities Education, Law, and Social Science (ICHELS 2024), pages 753-760

ISBN: 978-989-758-752-8

753

namely: 1) Relative Advantage: Innovation has

advantages compared to old solutions; 2)

Compatibility: Innovation is by the values, norms,

and practices of the social environment; 3)

Complexity: The level of difficulty or complexity in

adopting innovation; 4) Trialability: The ability to test

innovation before deciding to adopt it permanently;

5) Observability: The ability to see the results of the

use of innovation by others. These indicators help

researchers see a picture of innovation that is

understood and accepted by the community and

ultimately shows the level of success of the

dissemination of innovation at a certain level, context,

and locus.

The results of this normative (literature) research are

expected to provide benefits to various interested

parties both theoretically and practically.

Theoretically, it enriches the scope of public

administration and administrative development as a

focus of scientific study in the form of medicine

delivery innovations based on the use of new

technology, logistics, and processes that ease the

medicine distribution from healthcare facilities (such

as hospitals, pharmacies, or health center) to the

patient. Likewise, this innovation revitalizes the

function of application-based delivery services

through collaboration (actor collaborative

partnerships) with local delivery services or even the

use of drones in hard-to-reach areas.

Practically, the results of this study provide benefits

for both service providers and recipients to ameliorate

both accessibility and acceptability, particularly for

those living in distant places or with limited mobility,

find it difficult to acquire medicine swiftly and

directly. Additionally, it help promotes satisfaction

among patients by saving their time, energy, and

minimizes queue at medical facilities.

2 METHOD

Qualitative-phenomenological study employed at

The Regional Hospital La Mappapenning in Bone,

Indonesia (-4.731807, 120.056417), targeting about

30 random patients queued at the pharmacy section of

the hospital. Sociodemographic (domicile,

occupation, sex, and transport type), awareness, and

perception to the Sinona service were collected by

semi-administered interview. The interview and

observation guidelines developed according to

Balanced Score Card (BSC) at Peel Memorial

Hospital in Vancouver Canada, and Mayo Clinic in

the United States (Griffith et al., 2002; Riwu &

Wibowo, 2021; Sharma, 2009; A. R. Taufik, 2018),

which emphasized the managerial aspects, user

perspective, and sustainable organizational processes

(see Table 1).

Data collecting process conducted on July 8

to 15

2024 (6 respondents per day). Interview notes were

evaluated to identify biases. Finally, about 12

responses analyzed using interactive model (Miles et

al., 2014) which includes data collection, data

condensation, data presentation, verification, and

drawing conclusions, consecutively. The remaining

18 responses were excluded due to possible bias in

the response. Among the responses, 8 quoted as the

Sinona user. Moreover, another response obtained

from 3 employees from the pharmacy section

(collected from 3 different shifts), which elucidated

the managerial aspects of Sinona service. All

interview were scheduled with the interviewees

outside the hospital to ensure confidentiality.

Table 1. Interview guidelines for patients and employees

Dimension

Question [item coding]

Purpose

Sociodemographic

What is your current

occupation? [Sc1]

To gather

backgroun

informatio

n on the

respondent'

s work

profile.

What is your mode of

transportation when

accessing health

facilities? [Sc2]

understand

logistical

constraints

related to

accessing

health

services.

How far is your

residence from the

hospital (in kilometers or

minutes of travel)? [Sc3]

To assess

geographic

accessibilit

How busy do you

acknowledge yourself to

wait and follow all the

process here? [Sc4]

consider

whether

the users

are

workaholic

or not

Awareness

Have you heard of the

Sinona service before

this interview? [Aw1]

determine

awareness

levels

about the

Sinona

service.

If yes, how did you learn

about the Sinona

service? [Aw2]

To identify

the

communica

tion

ICHELS 2024 - The International Conference on Humanities Education, Law, and Social Science

754

channels

effectively

used for

awareness.

Perception of

Service

What do you think are

the advantages of using

the Sinona service?

[Pc1]

To explore

perceived

benefits.

What challenges do you

associate with using the

Sinona service? [ Pc2]

understand

barriers to

adoption.

Do you feel the Sinona

service aligns with your

health and lifestyle

needs? Why or why not?

[Pc3]

To assess

compatibili

ty with

personal

values and

practices.

Service Quality

Have you faced any

issues with the safety or

packaging of the

medicines delivered?

[Sq1]

To assess

the quality

and safety

measures

of the

service.

Would you recommend

the Sinona service to

others? Why or why not?

[Sq2]

understand

overall

satisfaction

and

likelihood

of positive

word-of-

mouth.

Does the payment

worth? [Sq3]

understand

why they

choose the

service

rather than

to wait at

the hospital

Managerial

Aspects (*)

What role do pharmacy

staff play in ensuring the

success of the Sinona

service? [Mg1]

To explore

operational

dependenci

es and

bottlenecks

How are the delivery

schedules determined

and coordinated? [Mg2]

understand

the

logistics

and

manageme

nt of the

service.

What measures are in

place to ensure

confidentiality and safety

of patient information?

[Mg3]

To assess

compliance

with

privacy

and data

protection

standards.

*only for employees

Furthermore, normative study employed by

observation. Several key points observed regarding

the implementation of Sinona service, related to it’s

compliance with the Law and public service

perspective (see below).

Table 2. Observational card

Category

Aspect to Observe

Das Sollen

Legal

Framework

Compliance with

Law Number 17 of

2023 concerning

Health. [Comp1]

Required to obey

the law

Compliance with

Minister of Health

Regulation Number

72 of 2016 on

Pharmaceutical

Standards. [Comp2]

Meet all delivery

timelines and

service standards.

Implementation

Mechanisms

ensuring quality and

safety of medicine

delivery. [Imp1]

Medicine

handling for

special cases

Delivery timelines

and adherence to

service standards.

[Imp2]

Medicine

handling for

special cases

Innovative

Practices

Collaboration with

third-party delivery

services or adoption

of new technologies

(e.g., drones). [Ivp1]

Ensure inclusivity

in the term of

business

Feedback

mechanisms for

ensuring continuous

service improvement.

[Ivp2]

Personal

confidentality

3 RESULT AND DISCUSSION

3.1 Awareness

About 8 of 12 respondents were Sinona user, which

access the hospital either by bike or car (n = 6 / 2).

Respondents were lived more than 5 to more than 10

kilometers or about 15 to 30 minutes of travel to the

hospital. All respondents occupation were time

consuming (need to work from office/field), which

generally elaborated in their response to Sc4 as, “… i

need to go home quickly to rest … waiting here just

make me sore …” We found that the hospital has only

been operating for 1 year, so majority of the patients

were not from the local community.

3.2 Perception

Sinona were presented as an additional service by the

new operated hospital. As a flagship program, all

employee are responsible to promote the service.

Respondent revealed that they easily found posters

advertising Sinona. Moreover, employees will tell

SINONA (Ready to Deliver Your Medicine) Service for Outpatients at Health Service Center

755

them at the time they handed the receipt. Patient tell,

“… they told us that if we do not wish to wait for the

medicine, we could use the service and pay later at

home …” Philosophically, innovation in health

services in outpatient medicine delivery refers to the

"principle of utilitarianism" (collective welfare),

social justice, and humanism in public service. In

utilitarian ethical theory, it is taught that the right

action produces the greatest benefit for the greatest

number of people. Innovation in medicine delivery

allows more patients, especially those who do not

have time or are unable to come to health facilities, to

get access to the medicines they need (Abu-Farha et

al., 2022; Damaralam, 2020).

The Sinona service provides significant benefits for

individuals seeking convenience and time-saving

solutions when it comes to medication delivery. One

of the main advantages mentioned by users is the ease

of receiving prescriptions without having to visit the

hospital or pharmacy in person. As one respondent

shared, "… i no longer need to wait in long queues at

the pharmacy or hospital, which saves me both time

and energy …" Additionally, users appreciate the

comfort of having their medications delivered

directly to their homes, especially those with mobility

issues or busy schedules. "… being able to have my

medicine delivered right to my doorstep means, i

don't have to take time off work or arrange for

transportation …" one individual noted. This added

level of convenience significantly enhances users'

experience, as it removes barriers like transportation,

long waiting times, and accessibility challenges. The

urgency of this innovation is based on Rawls' (2020)

view that a good social system must ensure an

equitable allocation of resources, particularly for the

most disadvantaged populations, as a reflection of

moral principles. Medicine delivery for outpatients is

a form of distributive justice in which health care are

readily available to everybody, regardless of

geographic location or socioeconomic status, which

also reflects to the "principle of humanism," which

emphasizes the need of honoring human dignity while

satisfying fundamental requirements.

Theoretically, innovation in public health services in

the case of medicine delivery is important because it

teaches changes designed to improve individual and

institutional performance and the effectiveness of

government service delivery, as stated “ … as

someone with a chronic illness, i often find it difficult

to leave the house. Sinona's service allows me to

manage my health without the added stress of going

to the pharmacy …" According to experts (Bloch &

Bugge, 2013; Gow, 2014; Misuraca & Viscusi, 2015),

innovation occurs through the use of technology,

organizational change, and the development of new

service models. The mechanism of digital-based

medicine delivery through applications and virtual or

Internet of Things regulatory systems (Sopyan et al.,

2023) is one example of the application of public

service innovation theory. This method not only

increases the effectiveness of services but also makes

services more responsive to community needs.

3.3 Service Quality

According to experts (Denhardt et al., 2018;

Gruening, 2001), the efficiency, effectiveness, and

responsiveness of services are carried out by adapting

private sector management practices based on the

theory of New Public Management (NPM) or the

theory of New Public Service (NPS) based on the

theory of democracy. In the context of SINONA (Siap

Antar Obat Anda/ Ready to Deliver Your Medicine)

service innovation, the use of technology and an

organized delivery system is expected to increase the

efficiency of the distribution process, accelerate

services, reduce the administrative burden on health

facilities, increase accountability and transparency in

public services, and satisfy service recipients. Users

appreciate the ability to bypass long queues at

pharmacies and have medications delivered directly

to their homes, a feature especially valuable for those

with mobility challenges or chronic conditions.

However, the service faces skepticism from non-

users, who express concerns about reliability, such as

timely delivery and medication safety, as stated “… i

would consider using the service if i could be sure the

medication would arrive safely and on time …” This

suggests that while the service offers substantial

convenience, it may not yet have gained the trust of

everyone, particularly those unfamiliar with the

platform or who have concerns about delivery

logistics.

Despite its benefits, the Sinona service is not without

challenges. Delivery delays and the lack of personal

interaction with pharmacists are common criticisms

among users, with some finding the absence of in-

person advice a drawback, as mentioned by the

respondent “ … once, i needed a prescription

urgently, but the delivery took longer than expected,

which was stressful …” Moreover, “… i miss the

personal interaction with my pharmacist when

getting advice about my medication …”

The urgency of this new public service is based on the

theory of digital public services (Bertot et al., 2016)

which teaches that public services are modernized

ICHELS 2024 - The International Conference on Humanities Education, Law, and Social Science

756

through the use of digital technology. Medicine

delivery through online platforms or mobile

applications reflects the trend of digitalization of

public services which aims to accelerate access,

reduce disparities, and provide more efficient and

transparent services. As per today, ease of access is

necessary and demanded. Respondent states that, “ …

the service fits perfectly with my lifestyle because i

work long hours and don't have time to visit a

pharmacy …”. However, concern to the inclusivity

on the hospital emphasized by the non-user, “… we

don’t want that the service will only be good for those

who pays more for the service …”. Subsequently, “…

the service should be fast, because it is their

responsibility and indeed their evaluation criteria.

Offering delivery service should be the second option

when they are overloaded or something urgent …”.

3.4 Legal Compliance

The normative basis for medicine delivery services

for hospital patients in Indonesia is Law Number 17

of 2023 concerning Health. This law regulates the

right of everyone to obtain health services, including

access to medicines. It also regulates the distribution

of medicines by health service standards.

Furthermore, it stipulates that hospitals must provide

comprehensive services, including pharmaceutical

services. Hospitals are required to provide safe,

quality, anti-discriminatory, and effective health

services, including medicine delivery.

On the administrative side, not all medicine can

delivered by Sinona service. Some medicine required

special handling, such as narcotics or psychotropic

containing drugs, as mentioned by the employees, “

… we need to ensure that the medicine delivered only

for generic purposes and does not require special

handling …”, additionally, “ … pharmacy staff

double-check my prescriptions, which gives me

confidence that I'm receiving the right medication

every time …”. Checking the right medicine as

written on the receipt is necessary in the process. That

is aligned with the Regulation of the Minister of

Health Number 72 of 2016 concerning Standards of

Pharmaceutical Services in Hospitals emphasized

that psychotropics need special handling. It also

regulates the standards for medicine distribution from

hospital pharmacy installations, including the

mechanism for delivering medicines to patients.

Moreover, as per Regulation of the Minister of Health

Number 9 of 2017 concerning Pharmacies. It is

stipulated that pharmacies can provide medicine

delivery services to patients with procedures that

must guarantee medicine quality and speed of service.

One of the key responsibilities of the pharmacists is

verifying prescriptions to ensure they are valid and

legally authorized, in compliance with both national

and international pharmaceutical regulations, as

stated "… the pharmacy staff ensures that my

prescription is valid before sending it out for delivery,

which reassures me that everything is being done

legally and safely …". Additionally, pharmacy staff

are required to maintain accurate records of all

transactions, as mandated by law, ensuring proper

documentation and traceability of every prescription.

This legal oversight helps ensure that the service

operates within the boundaries of the law, preventing

the misuse or mishandling of medications, while also

protecting patients from potential legal and health

risks. The regulation is a strong legal basis to support

and regulate medicine delivery services to patients in

Indonesia.

Experts and researchers (Kaplan & Norton, 2001;

Riwu & Wibowo, 2021; Sharma, 2009; A. R. Taufik,

2018; Vitezić et al., 2019) previously understood that

innovation as one of the dimensions to measure

organizational (institutional) performance.

Furthermore, it is stated that efficient and effective

public health service performance-innovation

measurement should be able to translate the

organization's mission, vision, and strategy into

operational goals and performance measures, both

financial and non-financial performance measures.

2.2 Discussion

As a developing nation, Indonesia always struggles

with the issue of limited public access to high-quality,

reasonably priced healthcare. Even though there have

been numerous approaches and initiatives up to this

point, including public health services, increased

investment in health services, improved service

quality, and decentralization of the health system. The

awareness of Sinona among users and non-users

indicates that the service has been effectively

promoted, leveraging tools such as posters and direct

communication by hospital staff. Despite being a

relatively new initiative from a newly established

hospital, the majority of respondents were aware of

the service. Expert studies (Ruliansyah, 2017; Siti et

al., 2019; Zulu et al., 2015) revealed that the main

cause of all these health problems lies in the limited

access of the community to a reliable social-health

security system. This aligns with the utilitarian

philosophy of maximizing collective welfare and

improving access to healthcare services. Nonetheless,

some non-users remain hesitant due to concerns over

reliability, delivery timeliness, and medication safety.

SINONA (Ready to Deliver Your Medicine) Service for Outpatients at Health Service Center

757

This skepticism underscores the need for the service

to build greater trust and address these concerns

comprehensively.

Data reveals mixed feedback regarding the quality of

service provided by Sinona. Users appreciated the

convenience and accessibility offered by the service,

they also raised concerns about delivery delays and

the lack of personal interaction with pharmacists. For

many patients, particularly those with chronic

illnesses, the ability to receive medications without

leaving their homes significantly enhances their

healthcare experience. However, the absence of

personalized consultations with pharmacists

diminishes the service’s perceived value. Non-users

also echoed concerns about medication accuracy and

quality assurance. Those concerns aligned with the

facts that health and social security are the main

instruments and prerequisites for overcoming

poverty, economic growth, and development, which

requires coherent and effective policies (Rahman,

2018; Rosyadi, 2015; Setiawan, 2017).

Health service innovation is a future investment to

improve the quality of human resources (HR),

support sustainable development in the health sector,

and play an important role in poverty alleviation

efforts (Arsyad et al., 2020; Dwiyanto & Jemadi,

2013). Health sector development is directed at

improving the quality, equity, and affordability of

health services for the public. Public health services

in the current digital era are characterized by

competition, independence, and innovation in various

fields and levels of the organization (Lavoie ‐

Tremblay et al., 2017; Lee et al., 2018; A. Putra et al.,

2017; R. M. D. Putra, 2018; Zulu et al., 2015). Health

services do not only rely on accessibility,

acceptability, and patient satisfaction (Ali, 2016;

Faezipour & Ferreira, 2013; Hsieh & Kagle, 1991;

Prasojo, 2017; Raivio et al., 2014; Ruliansyah, 2017;

M. Taufik et al., 2017), but also involve

responsiveness to demands for quality health services

which are the main needs for most of the population

or citizens. Likewise, the increasingly fierce

competition between public service providers

requires innovative ideas to be able to meet shared

expectations in all aspects of life.

Innovation in public health services is one form of

effort to improve the quality of people's lives. This

innovation is understood as the application of the

concept of social justice, efficiency, and state

responsibility in realizing general welfare. Thus,

medicine delivery for outpatients is a form of

creativity-based innovation that reflects a change in

the paradigm of health services towards a more

inclusive, responsive, and technology-based system.

Based on the understanding of experts and

researchers, research on innovation in public health

services in medicine delivery for outpatients is

approached through various perspectives of

innovation theory. Innovation according to (Rogers,

2002) can be applied in public services at certain loci,

including in the health sector by carrying out five

stages in its dissemination, namely: 1) awareness

stage, 2) understanding stage, 3) evaluation stage, 4)

adoption stage, and 5) consolidation stage.

Meanwhile, its application in health services includes

efforts to: 1) ensure that health professionals

understand the innovation and its benefits, 2)

facilitate evaluation by health professionals of the

effectiveness and safety of the innovation, 3) ensure

that the innovation is easy to use and practice by

health professionals, and 4) help health professionals

to integrate the innovation effectively into their work

practices at health service centers (hospitals, health

centers).

According to experts and researchers (Gani et al.,

2021; Hafizh, 2016; Purwanto et al., 2020; Syam et

al., 2018) hospitals are service centers that have

greater value-added service for patients, customers,

employees, and the community that support local,

regional, and national economic growth when their

management is based on creativity and innovation

that is valuable to the public. Therefore, to assess the

success of the service innovation being implemented,

it is necessary to conduct research at the locus of the

Regional Technical Implementation Unit (UPTD) of

the La Mappapenning Regional General Hospital

(RSUD) in Bone Regency, because some consider

that several hospitals with the status of public service

agencies (BLU) still only focus on the success of their

service programs on financial aspects and equal

distribution of services alone.

Experts and researchers (Abu-Farha et al., 2022;

Damaralam, 2020; Lavoie‐Tremblay et al., 2017;

Nolte & Organization, 2018; A. Putra et al., 2017; R.

M. D. Putra, 2018; Suwarno, 2008; Zulu et al., 2015)

stated that innovation in public sector services,

including medicine delivery services for hospital

patients, is a breakthrough in overcoming the

pathology of public administration and health

services in certain loci, including at the Regional

Hospital La Mappapenning. Bertucci (2004), stated

that the importance of innovation in public sector

services is based on considerations of

democratization of services, international

agreements, the occurrence of imbalances in the

ICHELS 2024 - The International Conference on Humanities Education, Law, and Social Science

758

distribution of superior human resources, better

bureaucratic order, privatization, and outsourcing in

organizations (institutions). Furthermore, innovation

in public health services is implemented to increase

efficiency and effectiveness and reduce waste of

budget spending because public sector organizations

are faced with a scarcity of resources and budget

constraints (Mochammad, 2019; Muluk, 2015).

4 CONCLUSIONS

The findings of this study emphasize the significant

potential of the SINONA innovation in transforming

healthcare service delivery through enhanced

accessibility and efficiency. SINONA offers clear

advantages over traditional methods, aligning with

community values while addressing challenges such

as geographic and logistical barriers. Despite varying

perceptions based on patient characteristics,

SINONA demonstrates its feasibility and

effectiveness in ensuring timely, safe, and equitable

medicine delivery. This innovation not only

contributes to improving public health outcomes but

also represents a critical step toward advancing

inclusive, adaptive, and collaborative health service

innovations that align with contemporary

technological advancements and social justice goals.

Further improvements also require to address the

complexities and challenges associated with the

adoption and implementation of SINONA. These

include enhancing user education to improve

understanding and acceptance, streamlining

technology to ensure ease of use, and promoting

inclusive partnerships with delivery services to

expand reach, particularly in remote or underserved

areas. Moreover, continuous evaluation and feedback

mechanisms should be integrated to adapt the service

to diverse patient needs and ensure equitable access.

ACKNOWLEDGEMENTS

Special thanks to UPTD RSUD La Mappapenning

Hospital for data collection and technical assistance.

Their extraordinary contributions have greatly

improved the quality of this thesis paper.

REFERENCES

Abu-Farha, R., Alzoubi, K. H., Rizik, M., Karout, S., Itani,

R., Mukattash, T., & Alefishat, E. (2022). Public

perceptions about home delivery of medication service

and factors associated with the utilization of this

service. Patient Preference and Adherence, 2259–

2269. https://doi.org/10.2147/PPA.S377558

Ali, D. A. (2016). Patient satisfaction in dental healthcare

centers. European Journal of Dentistry, 10(03), 309–

314.

Arsyad, M., Pulubuhu, D. A. T., Kawamura, Y., Maria, I.

L., Dirpan, A., Unde, A. A., Nuddin, A., & Yusuf, S.

(2020). The role of public health services (PHS) in

agricultural poverty alleviation. Enfermeria Clinica,

30, 194–197.

Bertot, J., Estevez, E., & Janowski, T. (2016). Universal

and contextualized public services: Digital public

service innovation framework. Elsevier.

Bertucci, G. (2004). The UNDESA/IASIA initiative for

public sector leadership capacity enhancement.

International Review of Administrative Sciences,

70(4), 685–691.

Bloch, C., & Bugge, M. M. (2013). Public sector

innovation - From theory to measurement. Structural

Change and Economic Dynamics, 27, 133–145.

Damaralam, F. (2020). Analisis Niat Penggunaan Layanan

Antar Obat Online: Studi Kasus Halodoc. Universitas

Teknologi Sepuluh November.

Denhardt, R. B., Denhardt, J. V, Aristigueta, M. P., &

Rawlings, K. C. (2018). Managing human behavior in

public and nonprofit organizations. Cq Press.

Dwiyanto, B. S., & Jemadi, J. (2013). Pemberdayaan

masyarakat dan pengembangan kapasitas dalam

penanggulangan kemiskinan melalui PNPM mandiri

perkotaan. Jurnal Maksipreneur: Manajemen,

Koperasi, Dan Entrepreneurship, 3(1), 36–62.

Faezipour, M., & Ferreira, S. (2013). A system dynamics

perspective of patient satisfaction in healthcare.

Procedia Computer Science, 16, 148–156.

Gani, H. A., Akib, H., Mukmin, A., & Bare, R. R. (2021).

Public Entrepreneurship.

Gow, J. I. (2014). Public sector innovation theory

revisited1. The Innovation Journal, 19(2), 1.

Gruening, G. (2001). Origin and theoretical basis of New

Public Management. International Public

Management Journal, 4(1), 1–25.

Hafizh, D. A. (2016). Inovasi Pelayanan Publik; Studi

Deskriptif tentang Penerapan Layanan e-Health dalam

meningkatkan Kualitas Pelayanan Kesehatan di

Puskesmas Pucangsewu Kota Surabaya. Kebijakan

Dan Manajemen Publik, 4(3).

Hsieh, M., & Kagle, J. D. (1991). Understanding patient

satisfaction and dissatisfaction with health care. Health

& Social Work, 16(4), 281–290.

Kaplan, R. S., & Norton, D. P. (2001). Transforming the

balanced scorecard from performance measurement to

strategic management: Part 1. Accounting Horizons,

15(1), 87–104.

SINONA (Ready to Deliver Your Medicine) Service for Outpatients at Health Service Center

759

Lavoie‐Tremblay, M., Aubry, M., Cyr, G., Richer, M.,

Fortin‐Verreault, J., Fortin, C., & Marchionni, C.

(2017). Innovation in health service management:

Adoption of project management offices to support

major health care transformation. Journal of Nursing

Management, 25(8), 657–665.

Lee, E., Hamelin, T., & Daugherty, J. (2018).

Globalization of health service: sharing of best

practices in perianesthesia nursing care, a case study of

cross-border institutional collaboration. Journal of

PeriAnesthesia Nursing, 33(2), 209–219.

Miles, M. B., Huberman, A. M., & Saldana, J. (2014).

Qualitative data analysis: A methods sourcebook.

Thousand Oaks, CA: Sage.

Misuraca, G., & Viscusi, G. (2015). Shaping public sector

innovation theory: an interpretative framework for

ICT-enabled governance innovation. Electronic

Commerce Research, 15, 303–322.

Mochammad, R. (2019). Inovasi Pelayanan Publik.

KEMUDI: Jurnal Ilmu Pemerintahan, 4(1), 1–20.

Muluk, M. R. K. (2015). Budaya Organisasi Pelayanan

Publik. Jurnal Manajemen Pelayanan Kesehatan,

8(1), 8–20.

Nolte, E., & Organization, W. H. (2018). How do we

ensure that innovation in health service delivery and

organization is implemented, sustained and spread?

Prasojo, A. (2017). Pengaruh Fasilitas, Kualitas Pelayanan,

dan Aksesibilitas Terhadap Kepuasan Pasien di Rumah

Sakit Gigi dan Mulut Institut Ilmu Kesehatan Bhakti

Wiyata Kediri. Simki-Economic, 1(11), 2–6.

Purwanto, A., Asbari, M., Prameswari, M., Ramdan, M.,

& Setiawan, S. (2020). Dampak Kepemimpinan,

Budaya Organisasi dan Perilaku Kerja Inovatif

Terhadap Kinerja Pegawai Puskesmas. Jurnal Ilmu

Kesehatan Masyarakat, 9(01), 19–27.

Putra, A., Usman, J., & Abdi, A. (2017). Inovasi Pelayanan

Publik Bidang Kesehatan Berbasis Home Care Di Kota

Makassar. Kolaborasi: Jurnal Administrasi Publik,

3(3), 294–309.

Putra, R. M. D. (2018). Inovasi Pelayanan Publik Di Era

Disrupsi (Studi Tentang Keberlanjutan Inovasi E-

Health Di Kota Surabaya). Universitas Airlangga.

Rahman, H. (2018). Potret Pertumbuhan Ekonomi,

Kesenjangan Dan Kemiskinan Di Indonesia Dalam

Tinjauan Ekonomi Politik Pembangunan. Jurnal Ilmu

Dan Budaya, 40(55).

Raivio, R., Jääskeläinen, J., Holmberg-Marttila, D., &

Mattila, K. J. (2014). Decreasing trends in patient

satisfaction, accessibility and continuity of care in

Finnish primary health care–a 14-year follow-up

questionnaire study. BMC Family Practice, 15(1), 1–

Rawls, J. (2020). Political liberalism. In The New Social

Theory Reader (pp. 123–128). Routledge.

Riwu, S. L., & Wibowo, A. (2021). Penilaian Kinerja

Rumah Sakit Dengan Menggunakan Pendekatan

Balanced Scorecard: Systematic Review. Jurnal

Manajemen Kesehatan Yayasan RS. Dr. Soetomo,

7(2), 267–283.

Rogers, E. M. (2002). Diffusion of preventive innovations.

Addictive Behaviors, 27(6), 989–993.

https://doi.org/10.1016/s0306-4603(02)00300-3

Rosyadi, K. (2015). Islam, Modal Sosial, Pembangunan

dan Pengentasan Kemiskinan. DIMENSI-Journal of

Sociology, 8(1).

Ruliansyah. (2017). Pengaruh Tingkat Kualitas Pelayanan

dan Aksesibilitas Fasilitas Pelayanan Kesehatan

Puskesmas Terhadap Kepuasan Pasien (Studi Pada

Puskesmas II Purwokerto Utara). Universitas Jenderal

Soedirman.

Setiawan, H. H. (2017). Penanggulangan Kemiskinan

Melalui Pusat Kesejahteraan Sosial. Sosio Informa:

Kajian Permasalahan Sosial Dan Usaha

Kesejahteraan Sosial, 3(3).

Sharma, A. (2009). Implementing balance scorecard for

performance measurement. ICFAI Journal of Business

Strategy, 6(1), 7–16.

Siti, I., Siahaan, S., Wanggae, G., Widyasari, R.,

Kurniawan, A., Aryastami, N. K., & Pratiwi, N. L.

(2019). Dinamika jender terhadap akses pelayanan

kesehatan maternal sembilan etnis di Indonesia.

Buletin Penelitian Sistem Kesehatan, 22(1), 1–9.

Sopyan, E., Suarna, D., & Ashar, M. H. (2023). Rancang

Bangun Robot Pengantar Obat dan Makanan Pasien

Berbasis Internet of Things. Bulletin of Information

Technology (BIT), 4(3), 344–352.

Suwarno, Y. (2008). Inovasi di Sektor Publik. STIA-LAN

Jakarta.

Syam, H., Akib, H., Patonangi, A. A., & Guntur, M.

(2018). Principal Entrepreneurship Competence Based

on Creativity and Innovation at the Context of

Learning Organizations in Indonesia. Journal of

Entrepreneurship Education, 21(3), 1–13.

Taufik, A. R. (2018). Pengukuran Kinerja Melalui

Balanced Scorecard (Bsc)(Studi Kasus Pada Tiga

Rumah Sakit Di Pasuruan). Universitas Brawijaya.

Taufik, M., Susilastuti, D. H., & Kurniawan, A. (2017).

Perbandingan Kepuasan Pasien terhadap Pelayanan

Kesehatan Menurut Aksesbilitas Wilayah (Kasus

Kecamatan Sungai Lilin Dan Kecamatan Tungkal Jaya

Kabupaten Musi Banyuasin, Sumatera Selatan).

Majalah Geografi Indonesia, 29(2), 154–162.

Vitezić, N., Setnikar Cankar, S., & Linšak, Ž. (2019).

Effectiveness measurement using DEA & BSC

methods in public health services. The NISPAcee

Journal of Public Administration and Policy, 12(1),

199–216.

Zulu, J. M., Hurtig, A.-K., Kinsman, J., & Michelo, C.

(2015). Innovation in health service delivery:

integrating community health assistants into the health

system at district level in Zambia. BMC Health

Services Research, 15(1), 1–12.

ICHELS 2024 - The International Conference on Humanities Education, Law, and Social Science

760