Skip to main content Skip to main navigation menu Skip to site footer
Jurnal Keperawatan Indonesia
Articles
VIEWS: 2945
10.7454/jki.v18i1.396
Submitted: 2016-12-15
Published: 2015-03-17

Pelayanan Keperawatan Prima Berbasis Budaya Berpengaruh terhadap Tingkat Kepuasan Pasien di Rumah Sakit

Faculty of Nursing Universitas Indonesia
Fakultas Ilmu Keperawatan, Universitas Indonesia, Depok
Fakultas Ilmu Keperawatan, Universitas Indonesia, Depok
budaya keperawatan kepuasan pasien pelayanan prima

Abstract

Kepuasan pelanggan terhadap pelayanan kesehatan yang diterima dapat diwujudkan dengan melaksanakan pelayanan prima. Penelitian ini bertujuan mengetahui pengaruh pelayanan prima berbasis budaya terhadap tingkat kepuasan pasien di rumah sakit. Metode penelitian menggunakan quasi experiment dengan rancangan pre and post with control group design. Jumlah sampel adalah tiga puluh lima perawat dan seratus empat puluh pasien. Teknik pengambilan sampel untuk perawat menggunakan total sampling, sementara untuk pasien dilakukan dengan consecutive sampling. Hasil penelitian menunjukkan adanya pengaruh yang bermakna (p< 0,05) terhadap tingkat kepuasan pasien setelah perawat mendapatkan pelatihan pelayanan prima berbasis budaya pada sebelum dan sesudah di kelompok intervensi. Rekomendasi yang dapat diberikan adalah perlunya meningkatkan peran supervisi agar keberlangsungannya tetap terjaga. Selain itu, untuk penelitian berikut dapat juga dilakukan dengan model triangulasi.

 

Abstract

 

Nursing Care Prima Culture-Based Influence to Patient Satisfaction in Hospitals. This research aimed to determine the effect of service excellent based on culture to patient satisfaction level in installation of hospitalization Hospital Jayapura. This research is a quasi experiment with pre and post with control group design. The number of samples is someone 35 nurses and 140 patients. The results showed have significant effect (p< 0,05) on the level of patient satisfaction after nurses receive training excellent service based onculture pre and post intervention group. Recommendations can be given is the need to enhance the role of supervision in order to maintain continuity, for the following research maybe done by triangulation models.

 

Keywords: culture, nursing, patient satisfaction, service excellence

References

  1. Bail, K. (2008). Patient and professional dissatis-faction: A literature review of prognosis communication related to hospital settings. Contemporary Nurse, 29 (2), 135–146.
  2. Budiono. (2012). Pelayanan Prima dalam memuaskan konsumen. Yogyakarta: Penerbit Buku Kedokteran EGC.
  3. DeRosa, N., & Kochurka, K. (2006). Implement culturally competent healthcare in your workplace. Nursing Management, 37(10), 18–26
  4. Douglas, M.K., Pierce, J.U., Rosenkoetter, M., Callister, L.C., Hattar-Pollara, M., Lauderdale, J. & Pacquiao, D. (2009). Standards of practice for culturally competent nursing care: A request for comments. Journal of Transcultural Nursing, 20, 257–269. doi: 10.1177/1043659609334678
  5. Foster, G., & Anderson, B. (2009). Antropologi kesehatan. (Priyanti Suryadarma dan Meutia F Hatta, Penerjemah). Jakarta: Universitas Indonesia.
  6. Gerson, F.R. (2011). Beyound customer service, program-program untuk mempertahankan pelanggan. Jakarta: Lutan Edukasi.
  7. Gulbu, T. (2006). The implications of transcultural nursing models in the provision of culturally competent care. Icus Nurs Web J, 25, 1–11.
  8. Bhui, K., Warfa, N., Edonya, P., McKenzie, K., & Bhugra, D. (2007). Cultural competence in mental healthcare: A review of model evaluations. BMC Health Serv Res., 7 (15), 1–10. doi: 10.1186/1472-6963-7-15.
  9. Leininger, M., & McFarland, M.R. (2002). Transcultural nursing: Concepts, theories, research, and practice. United States: The McGraw-Hill Companies.
  10. Maier-Lorentz, MM. (2008). Transcultural nursing is importance in nursing practice. Journal of Cultural Diversity, 15 (1), 37–43.
  11. Beach, M.C., Gary, T.L., Price, E.G., Robinson, K., Gozu, A., Palacio, A., Smarth, C., Jenckes, M., Feuerstein, C., Bass, E.B., Powe, N.R., & Cooper, L.A. (2006). Improving health care quality for racial/ethnic minorities: A systematic review of the best evidence regarding provider and organization interventions. BMC Public Health, 24 (6) 104.
  12. Akhtari-Zavare, M., Abdullah, M.Y., Hassan, T.S., Said, S.B., & Kamali, M. (2010). Patient satisfaction: Evaluating nursing care for patients hospitalized with cancer in Tehran Teaching Hospitals, Iran. Global Journal of Health Science, 2 (1), 117–126.
  13. Narayanasamy, A. (2002). The ACCESS model: A transcultural nursing practice framework. Br J Nurs, 11 (9), 643–650.
  14. Raso, R. (2006). Cultural competence: Integral in diverse populations. Journal of Nursing Management, 37 (7), 56.
  15. Sumijatun. (2011). Membudayakan etika dalam praktek keperawatan. Jakarta: Medika Salemba.
  16. Supranto, J. (2006). Pengukuran tingkat kepuasan pelanggan untuk menaikkan pangsa pasar. Jakarta: Rineka Cipta.
  17. Suryawati, C., Dharminto., & Zahroh, S (2006). Penyusunan indikator kepuasanpasien rawat inap rumah sakit di propinsi Jawa Tengah. Jurnal Manajemen Pelayanan Kesehatan, 9 (4), 177–184.
  18. Watson, J. (2002). Caring science as sacred science. Philadelphia: Davis Company.

How to Cite

Suroso, S., Haryati, R. T. S., & Novieastari, E. (2015). Pelayanan Keperawatan Prima Berbasis Budaya Berpengaruh terhadap Tingkat Kepuasan Pasien di Rumah Sakit. Jurnal Keperawatan Indonesia, 18(1), 38–44. https://doi.org/10.7454/jki.v18i1.396