THE DESCRIPTION OF NURSES’S EXCELLENT SERVICES AT TUGUREJO HOSPITAL

Abstract

Background: All hospital employees should applied service excellence for customers both internal and external customers/ public customers. The nurse service excellence is services of nursing characterized with high performance, professional, fast, clean, hospitality, keep patient confidential, more than the standard and done extra services to support patient cured and patient satisfactory. Purposes: The purpose of this research is to describe nurse service excellence in Tugurejo Hospital Semarang. Method: This research used quantitative method with observational descriptive. One hundred respondents in the inpatient room Tugurejo Hospital Semarang were recruited as research subject. Four themes were measured in this study which is service excellence, attitude, attention and action of nurses. Then, data was analyzed using frequency distribution. Results: The research result stated that the nurses who done a good service excellence was 90 percent and only 10 percent nurses who done poor service excellence. There were 96 percent nurses with good attitude and 4 percent nurses with poor attitude. There were 81 percent nurses with good attention and 19 percent nurses with poor attention. There were 81 percent nurses with good action and 19 percent nurses with poor action. Conclusion: Almost nurses in Tugurejo hospital have performed a good service excellent. Keywords: Service Excellence, Attitude, Attention and Action of Nurses.