Implementasi Tata Kelola Administrasi Rumah Sakit dalam Mendukung Efektivitas Pelayanan: Studi Kasus di Rumah Sakit Mulia Raya

Administrative governance plays an important role in supporting the efficiency and effectiveness of hospital services. This study aimed to analyze the implementation of administrative governance in supporting service effectiveness at Mulia Raya Hospital, East Aceh Regency, Indonesia. A descriptive case study design integrating quantitative and qualitative approaches was employed. Twelve employees were selected through purposive sampling based on their positions and involvement in administrative activities. Data were collected through an online questionnaire comprising 18 five-point Likert-scale statements and eight open-ended questions, supplemented by a review of three Standard Operating Procedure (SOP) documents. Quantitative data were analyzed descriptively, while qualitative responses were examined thematically. The findings revealed an overall mean score of 4.14 out of 5, with 89.0% of valid responses indicating agreement or strong agreement. Policies and SOPs received the highest mean score (4.31), while interdepartmental coordination received the lowest (4.00). Information technology utilization had the lowest proportion of positive responses (82.9%). Qualitative findings identified communication delays, information system disruptions, and staff training needs as key challenges. Document analysis confirmed the availability of formal procedures for administration, coordination, and evaluation, although their consistent implementation requires further improvement. The study concludes that employees generally perceived administrative governance as supportive of operational processes, while stronger interdepartmental coordination, more reliable information systems, and systematic evaluation follow-up are needed to further support service effectiveness.