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The Impact of the Free Visiting Hours Policy on Patient Satisfaction: Management Strategies for Ensuring Security, Infection Prevention, and Smooth Clinical Services (Case Study at PANTI RAHAYU Hospital Purwodadi)

  • 1*,2,3 Universitas Semarang
  • 4 Semarang City

* Corresponding Author: Lusa Mara

Open Access
DOI
https://doi.org/10.59431/ijer.v5i2.589
Published
Pages
167-175

Issue

Vol. 5 No. 2 (2025)

Indonesian Journal Economic Review (IJER)
October

Abstract

The intense competition in the healthcare services industry has pushed hospitals to adopt patient-centered care strategies, one of which is the implementation of a free visiting hours policy. This study aims to (1) analyze the effect of the free visiting hours policy on patient satisfaction levels, and (2) formulate a strategic managerial model to balance this flexibility with fundamental operational pillars: security, Infection Prevention and Control (IPC), and smooth clinical services. Using a quantitative approach with a cross-sectional survey design, data was collected from 120 non-ICU inpatients at PANTI RAHAYU Hospital Purwodadi through purposive sampling. The visiting hours policy variable was measured through perceptions of flexibility and family support, while patient satisfaction was assessed using the five dimensions of service quality (SERVQUAL). Pearson’s Correlation analysis showed a positive, strong, and highly significant relationship (r = 0.715; p < 0.01) between positive perceptions of free visiting hours and overall patient satisfaction. The highest satisfaction dimension was found in Empathy (mean = 4.45), emphasizing that this policy effectively meets patients' psychosocial needs. However, observations and slightly lower scores in the Reliability dimension (mean = 4.05) indicate a potential "managerial paradox," where this marketing asset may risk disrupting clinical workflows. As a solution, this study proposes the "Guided Flexibility" model, a framework that integrates proactive visitor education, the implementation of a Visitor Management System, setting "Priority Service Times," and empowering staff through assertive communication to ensure clinical services, security, and IPC standards are maintained without compromising patient satisfaction.

Keywords

Patient Satisfaction Free Visiting Hours Hospital Management Service Quality Patient-Centered Care Patient Security IPC Clinical Services

How to Cite

Mara, L., Teguh, D., Hapsari, P., & Ardoko, P. (2025). The Impact of the Free Visiting Hours Policy on Patient Satisfaction: Management Strategies for Ensuring Security, Infection Prevention, and Smooth Clinical Services (Case Study at PANTI RAHAYU Hospital Purwodadi). Indonesian Journal Economic Review (IJER), 5(2), 167-175. https://doi.org/10.59431/ijer.v5i2.589

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Author Biographies

  • Lusa Mara, Universitas Semarang

    Faculty of Economics, Universitas Semarang, Semarang City, Central Java Province, Indonesia.

  • Daniel Teguh, Universitas Semarang

    Faculty of Economics, Universitas Semarang, Semarang City, Central Java Province, Indonesia.

  • Pamungkas Hapsari, Universitas Semarang

    Faculty of Economics, Universitas Semarang, Semarang City, Central Java Province, Indonesia.

  • Prono Ardoko, Semarang City

    Faculty of Economics, Universitas Semarang, Semarang City, Central Java Province, Indonesia.

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