GAMBARAN TINGKAT KEPUASAN PASIEN TERHADAP PELAYANAN PERAWAT DI INSTALASI GAWAT DARURAT RSUD K.R.M.T WONGSONEGORO SEMARANG

Abstract

Emergency Department is a unit that serves the patients with an emergency condition, the actions must be effective and efficient in accordance with the quality of service. Nursing services is one of the services in the Emergency Departments. However, with the condition of Emergency Departments which are crowded, full, and unbalanced between the number of patients and nurses causing long waiting time, less therapeutic environment and the attitude of the nurses who are less responsive, so it appears that the patients feel dissatisfied with the service received. The study conducted at Emergency Departments in US hospitals showed that 60% patients complaint regarding the care services that were not in line with their expectations. The objective of this study was to find out the overview of patient satisfaction level toward nurse services at Emergency Departments of RSUD K.R.M.T Wongsonegoro Semarang.This study was descriptive quantitative survey. Sampling technique used Consequtive sampling. The respondent of this study were 366 patients at Emergency Departments of RSUD K.R.M.T Wongsonegoro Semarang. The result of this study showed that 55.7% respondents felt satisfied with the nurse services at Emergency Departments of RSUD K.R.M.T Wongsonegoro Semarang. The highest satisfaction was in tangibles dimension by 84.4%, followed by responsiveness dimension by 81.7%, assurance dimension by 77.6%, reliability dimension by 73.2%, and the lowest was dimension of empathy by 68.9%. It was expected for the Hospital management to improve the empathy of the nurse in Emergency Departments in order to increase the the patient satisfaction through seminar and workshop.