Analisis Pengaruh Kompetensi Interpersonal Perawat Terhadap Persepsi Kepuasan Pasien Rawat Inap RSUD Batang (Analysis of Nurse's Interpersonal Competency That Influence the Perception of the Patient's Satisfaction at Inpatient Services at Batang Public Hospital)

Abstract

Interpersonal competency is a capability in doing interpersonal services that every nurse must have at Inpatient Services at Batang public hospital in giving services to patients as following aspects: hospitality, attention, politeness, patience, and sincerity. The aim of this research was to know the influence of nurse's interpersonal competency to the perception of the patient's satisfaction at Inpatient Services at Batang public hospital. This was an observational research using cross sectional approach. Collecting of data used the questionnaires. The number of respondent was 66 persons. They were the patients at Inpatient Services at Batang public hospital. Processing and analyzing of data used univariate, bivariate, and multivariate method by Chi Square and Logistic Regression test with a significance level on 0,05. The results of this research shows that the factors, which have relationship with the perception of the patient's satisfaction at Inpatient Services at Batang public hospital are hospitality (p value = 0,05), politeness (p value = 0,000), attention (p value = 0,004), patience (p value = 0,000), and sincerity (p value = 0,004). Variables that influence the perception of the patient's satisfaction at Inpatient Services at Batang public hospital together are patience. attention, hospitality, sincerity, and politeness, Finally, to improve nurse's interpersonal competency at Inpatient Services at Batang public hospital, it needs to do the following steps: study of how far the nurse's interpersonal competency; need assessment of training necessity; change of services system; creating a quality culture / an organization culture in order to be patient, attention, friendly, sincere, and polite to patients. Hospital should make a commitment from the top management to the staff. Hospital should make a team of quality development of services at ward unit. Quality Control Circle at Batang public hospital should be activated. Hospital should revise or add the Standard Operating Procedure of services at Inpatient unit. Nurses, who have a low interpersonal competency, should not be placed at the patient unit. Hospital should make a policy about a schedule of the nurse on duty. Other researchers could continue this research to find the factors which influence nurse's interpersonal competency at Inpatient services at Batang public hospital. Kompetensi interpersonal perawat adalah kemampuan dalam melakukan komunikasi interpersonal yang harus dimiliki oleh perawat rawat map RSUD Batang dalam memberikan pelayanan perawatan kepada pasien, terdiri dad keramahan perawat, perhatian perawat , kesopanan perawat, kesabaran perawat dan ketulusan perawat. Tujuan penelitian ini untuk mengetahui pengaruh kompetensi interpersonal perawat terhadap persepsi kepuasan pasien rawat map RSUD Batang. Jenis penelitian observasional dengan metode survei dan pendekatan cross sectional. Instrumen penelitian menggunakan kuesioner pada 66 orang pasien rawat map RSUD Batang. Data primer maupun sekunder diolah dan dianalisa dengan cam kuantitatif melalui analisis univariat, bivariat dan multivariat. Analisis bivariat menggunakan uji chi square dan analisis multivariat menggunakan uji regresi linier berganda logistik binary dengan metode forward. Signifikansi ditentukan dengan nilai p < 0,05. Analisis menggunakan progam SPSS for Windows versi 10.0. Hasil penelitian menunjukkan bahwa faktor. — faktor yang berhubungan dengan persepsi kepuasan pasien rawat map RSUD Batang adalah keramahan perawat (p-value : 0,05), kesopanan perawat (p-value : 0,000), perhatian perawat (p-value : 0,004), kesabaran perawat (p-value : 0,000) dan ketulusan perawat (p-value : 0,004) Secara bersama — sama yang berpengaruh terhadap persepsi kepuasan pasien rawat map RSUD Batang adalah kesabaran perawat, perhatian perawat, keramahan perawat, ketulusan perawat dan kesopanan perawat. Untuk meningkatkan kompetensi interpersonal perawat rawat map RSUD Batang perlu dilakukan : kajian sejauh mana kompetensi interpersonal perawat; need assessment kebutuhan pelatihan; perubahan sistem pelayanan; pembentukan budaya mutu / budaya organisasi untuk bersikap sabar, perhatian, ramah, tulus dan sopan kepada pasien; komitmen mulai dad top manajemen sampai ke seluruh petugas / pegawai; pembentukan tim peningkatan mutu pelayanan bangsal perawatan; Gugus Kendall Mutu RSUD Batang perlu digiatkan kembali; revisi atau penambahan SOP pelayanan perawatan di bangsal rawat inap; rotasi perawat; perawat yang kompetensi interpersonalnya rendah ditempatkan di tempat yang tidak berhubungan langsung dengan pasien; kebijaksanaan manajemen rumah sakit tentang jadual jaga; dan penelitian lebih lanjut tentang faktor — faktor yang berpengaruh terhadap kompetensi interpersonal perawat rawat map di RSUD Batang.