Analisis Mutu Layanan Perawat pada Rumah Sakit Ken Saras, Bergas

Abstract

Mutu pelayanan keperawatan menjadi salah satu faktor dalam menentukan kualitas pelayanan kesehatan dan menjadi penentu representasi institusi pelayanan kesehatan di masyarakat. Rumah Sakit Ken Saras merupakan salah satu rumah sakit swasta di kota Bergas yang menyelenggarakan pelayanan kesehatan perseorangan rujukan tingkat lanjut yang komprehensif. Adanya pandemi COVID-19 menjadi salah satu tantangan dalam memberikan pelayanan keperawatan terbaik bagi pasien. Penelitian ini dilakukan dengan tujuan mengetahui mutu pelayanan perawat sesuai dengan harapan pasien terhadap layanan keperawatan yang diberikan Rumah Sakit Ken Saras. Penelitian ini bersifat deskriptif analitik dengan jenis penelitian observasional menggunakan metode survey. Teknik pengambilan jumlah responden akan ditentukan berdasarkan rumus Slovin. Hasil penelitian menunjukkan mutu layanan perawat berdasarkan 5 aspek penilaian sangat baik. Hal ini dapat dilihat dari jawaban pasien yang menyatakan mutu layanan perawat yang baik dalam indikator, tangible/bukti fisik (94,4%), reability/kehandalan (100%), emphaty/kepedulian (98,8%), responsive/daya tanggap (100%), dan assurance/jaminan (96,1%). Kesimpulan Berdasarkan hasil penelitian ini menunjukkan mutu pelayanan perawat di rumah sakit Ken Saras pada 5 aspek tersebut menunjukkan bahwa mutu pelayanan yang diberikan perawat di rumah sakit Ken Saras sudah baik dan memuaskan.

The quality of nursing services is one of the factors in determining the quality of health services and is a determinant of the representation of health service institutions in the community. Ken Saras Hospital is one of the private hospitals in Bergas which provides comprehensive advanced referral individual health services. The COVID-19 pandemic is one of the challenges in providing the best nursing services for patients. This research was conducted with the aim of knowing the quality of nurse services in accordance with patient expectations of nursing services provided by Ken Saras Hospital. This research is descriptive analytic with the type of observational research using survey methods. The technique for taking the number of respondents will be determined based on the Slovin formula. The results showed that the service quality of nurses based on 5 aspects of the assessment was very good. This can be seen from the patient's answers stating that the quality of nurse services is good in indicators, tangible/physical evidence (94.4%), reliability (100%), empathy/caring (98.8%), responsiveness/responsiveness (100%), and assurance (96.1%). Conclusion Based on the results of this study, the quality of service provided by nurses at Ken Saras Hospital in these 5 aspects indicates that the quality of service provided by nurses at Ken Saras Hospital is good and satisfactory.