Sapporo Medical Journal

Abstract : COVID-19 pandemic has an impact on the sustainability of hospitals, with the number of patient visits decreased, due to the implementation of health protocols, restrictions on mobility, public fear of visiting hospitals, and health worker's concerns infected with COVID-19. It also impacts the implementation of hospital services, Simpangan Depok Hospital (SDH) was experiencing changes in the service flow and restrictions on types of services. The purpose of this study is to analyze the performance optimization of Medical Rehabilitation Polyclinic (MRP) services at SDH during the pandemic, in cases of knee osteoarthritis (OA). Mixed methods research with design study is a case study (qualitative), the samples are staff of MRP and knee OA patients, then cross-sectional (quantitative), the sample is knee OA patients. The results showed the adequacy of human resources (HR) at the beginning of the pandemic, did not experience problems because the number of patient visits decreased. However, at the beginning of 2022, patient visits have begun to increase, so the adequacy of HR needs to find a solution. According to patient perceptions, the service performance of MRP during pandemics remains optimal. However, assessment of supporting facilities is still lacking, namely convenience of the waiting room, completeness of toilet facilities, and availability of canteens.