Peningkatan Kepuasan Pasien BPJS Melalui Peningkatan Empati Perawat

Arief Yanto, Edy Wuryanto, Siti Surwanti

Abstract


Patient satisfaction is an important element in providing better service. Patient satisfaction can be achieved by increasing nurse caring behavior. A high level of nurse empathy can be a predictor of caring attitudes possessed by nurses. This study used a quantitative associative analytic research design by using a cross-sectional approach. The study was conducted at Kendal Islamic Hospital. The samples of this study were patients of the class 3 who were BPJS participants as many as 166 respondents, which were obtained through the Proportionate Stratified Random Sampling. The results show that all respondents have the same baseline data on empathy nurses. This shows that nurses always show empathy to all patients. All variables of nursing service quality have a strong relationship with the direction of unidirectional relations, which means that the higher the quality of nursing services, the higher the value of patient satisfaction. Empathy of nurses performed when implementing nursing care in patients is the main predictor or determinant of the increase of patient satisfaction BPJS Participants at Muhammadiyah Hospital Kendal.


Keywords


Nursing services; BPJS patients; BPJS patient satisfaction

Full Text:

PDF

References


Ançel, G. (2006). Developing Empathy in Nurses: An Inservice Training Program. Archives of Psychiatric Nursing, 20(6), 249–257. https://doi.org/10.1016/J.APNU.2006.05.002

Anjaryani, W. D. (2009). Kepuasan Pasien Rawat Inap Terhadap Pelayanan Perawat di RSUD Tugurejo Semarang. UNIVERSITAS DIPONEGORO.

Ardhana, O., Astuti, T., & Rahayu, S. (2010). Analisis Pengaruh Kualitas Pelayanan, Harga Dan Lokasi Terhadap Kepuasan Pelanggan (Studi Pada Bengkel Caesar Semarang). Universitas Diponegoro.

Bourgault, P., Lavoie, S., Paul-Savoie, E., Grégoire, M., Michaud, C., Gosselin, E., & Johnston, C. C. (2015). Relationship Between Empathy and Well-Being Among Emergency Nurses. Journal of Emergency Nursing, 41(4), 323–328. https://doi.org/10.1016/J.JEN.2014.10.001

Cullison, S. (2014). Why mentorship is important to you and to family medicine. Fam Med, 46(8), 645–646. Retrieved from http://www.ncbi.nlm.nih.gov/pubmed/25163048

Duarte, J., Pinto-Gouveia, J., & Cruz, B. (2016). Relationships between nurses’ empathy, self-compassion and dimensions of professional quality of life: A cross-sectional study. International Journal of Nursing Studies, 60, 1–11. https://doi.org/10.1016/J.IJNURSTU.2016.02.015

Grossman, S. (2013). Mentoring in nursing : a dynamic and collaborative process (2nd ed.). New York, NY: Springer Pub. Co.

Habibie, W. L. (2017). Health Reform in Indonesia towards Sustainable Development Growth (Case Study on BPJS Kesehatan, Health Insurance in Indonesia). Review of Integrative Business and Economics Research, 6(3). Retrieved from http://buscompress.com/journal-home.html

Hariyono, W., Suryani, D., & Wulandari, Y. (2012). Hubungan Antara Beban Kerja, Stres Kerja dan Tingkat Konflik dengan Kelelahan Kerja Perawat di Rumah Sakit Islam Yogyakarta PDHI Kota Yogyakarta. Jurnal Kesehatan Masyarakat (Journal of Public Health), 3(3), 186–197.

Kementerian Kesehatan Republik Indonesia. (2014). Jaminan Kesehatan Nasional. Retrieved November 16, 2018, from http://www.depkes.go.id/article/view/13060100016/sosialisasi-jaminan-kesehatan-nasional.html

Kustriyani, M., Andyana, S., & Winarti, R. (2018). The Correlation Between The Quality of Health Services And The Involvement of Re-Visit Patients in Public Healthcare. Media Keperawatan Indonesia, 1(3), 24–31. https://doi.org/10.26714/mki.1.3.2018.24-31

Morales-Fernandez, A., Morales-Asencio, J. M., Canca-Sanchez, J. C., Moreno-Martin, G., Vergara-Romero, M., & Group for pain management Hospital Costa del Sol, M. (2016). Impact on quality of life of a nursing intervention programme for patients with chronic non-cancer pain: an open, randomized controlled parallel study protocol. J Adv Nurs, 72(5), 1182–1190. https://doi.org/10.1111/jan.12908

Muhith, A., Siyoto, S., & Elvia Rahmah, R. (2017). Hubungan Karakteristik Pasien Pengguna Kartu BPJS Dengan Persepsi Tentang Kualitas Pelayanan Kesehatan Di Puskesmas Deket Kabupaten Lamongan. MEDICA MAJAPAHIT, 9(1), 204. Retrieved from http://ejurnal.stikesmajapahitmojokerto.ac.id/index.php/MM/article/view/155

Nasrudin, E. (2010). Psikologi Manajemen. Bandung: Pustaka Setia.

Ng, J. H. Y., & Luk, B. H. K. (2018). Patient satisfaction: Concept analysis in the healthcare context. Patient Education and Counseling. https://doi.org/10.1016/J.PEC.2018.11.013

Simamora, & H., R. (2012). Buku Ajar Manajemen Keperawatan. Jakarta: EGC.

Stein-Parbury, J. (2017). Patient and person : interpersonal skills in nursing (6th ed.). Chatswood: Elsevier Health Sciences. Retrieved from https://books.google.co.id/books?id=8D8wDwAAQBAJ&printsec=frontcover&dq=empathy+nurse+patient+relationship&hl=id&sa=X&ved=0ahUKEwi_jaT_04LfAhX1GDQIHR9VA_YQ6AEIKDAA#v=onepage&q=empathy&f=false

Suryati, S., Widjanarko, B., & Istiarti, V. T. (2017). Faktor-Faktor yang Berhubungan dengan Kepuasan Pasien BPJS terhadap Pelayanan Rawat Jalan di Rumah Sakit Panti Wilasa Citarum Semarang. Jurnal Kesehatan Masyarakat (e-Journal), 5(5), 1102–1112. Retrieved from https://ejournal3.undip.ac.id/index.php/jkm/article/view/19255

Susilaningsih, S. (2014). Praktik kolaborasi kesehatan penting untuk tingkatkan kualitas pelayanan kesehatan.

Swanburg, R. (2009). Pengantar Kepemimpinan & Manajemen Keperawatan Untuk Perawat Klinis. Jakarta: EGC. Retrieved from https://books.google.co.id/books?id=MHO8OQUzV40C

Thabrany, H. (2014). Jaminan kesehatan nasional (1st ed.). Jakarta: Rajawali Pers.

Tiara, T., & Lestari, A. (2017). Perilaku Caring Perawat Dalam Meningkatkan Kepuasan Pasien Rawat Inap. Jurnal Keperawatan, 9(2), 115–119.

Wang, C.-S., Zhao, M.-Z., & Zeng, T.-Y. (2017). Progress in applying patient experience in nursing quality improvement. Chinese Nursing Research, 4(1), 1–4. https://doi.org/10.1016/J.CNRE.2017.03.001

Yanto, A., & Rejeki, S. (2017). The Related Factors To Decreased The New Graduate Nurses Work Stress Level In Semarang. Nurscope : Jurnal Penelitian Dan Pemikiran Ilmiah Keperawatan, 3(2), 1. https://doi.org/10.30659/nurscope.3.2.1-10

Yanto, A., & Setyawati, D. (2017). Dukungan Keluarga Pada Pasien Diabetes Mellitus Tipe 2 Di Kota Semarang. In Seminar Nasional Universitas Muhammadiyah Semarang (Vol. 1). Universitas Muhammadiyah Semarang: LPPM Universitas Muhammadiyah Semarang. Retrieved from http://eriset.unimus.ac.id/index.php/psn12012010/index

Yuanita, O., Mubin, M. F., & Hidayati, E. (2016). Pengetahuan Perawat Dalam Aspek Psikososial di Ruang Rawat Inap Penyakit Dalam RS Islam Sultan Agung Semarang. Keperawatan, 1(1).

Zarowitz, B. J., Resnick, B., & Ouslander, J. G. (2018). Quality Clinical Care in Nursing Facilities. Journal of the American Medical Directors Association, 19(10), 833–839. https://doi.org/10.1016/J.JAMDA.2018.08.008




DOI: http://dx.doi.org/10.32584/jkmk.v1i2.128

Refbacks

  • There are currently no refbacks.


Copyright (c) 2018 Arief Yanto, Edy Wuryanto, Siti Surwanti

View My Stats

Persatuan Perawat Nasional Indonesia Jawa Tengah

Central Java Nursing Center, Jl. Yos Sudarso No. 47-49 Genuk, Ungaran Barat, Semarang, Jawa Tengah, Indonesia

Tel / fax : (024) 769 13574 / (024) 769 13575 | Email: jurman.kep@gmail.com

Creative Commons License
This work is licensed under a Creative Commons Attribution 4.0 International License.