PENGARUH PENERAPAN PELAYANAN PRIMA “DUTA WE CARE” (CUSTUMER SERVICE MOBILE NURSING) TERHADAP CARING PERAWAT DI IRNA NON BEDAH RSUP Dr. M. DJAMIL PADANG

Abstract

ABSTRAK (Time New Roman 11)

Rumah Sakit mempunyai karakteristik dan organisasi yang sangat kompleks dimana berbagai jenis tenaga kesehatan dengan perangkat keilmuannya masing-masing berinteraksi satu sama lain termasuk dengan pasien dan masyarakat sebagai pelanggan rumah sakit sekaligus membuat semakin kompleksnya permasalahan dalam Rumah Sakit. Beberapa faktor penyebab buruknya kualitas layanan, beberapa kelemahan yang mungkin ada pada petugas dan mungkin berdampak negatif terhadap persepsi kualitas layanan diantaranya tidak terampil dalam melayani pelanggan, sehingga diperlukan pelayanan prima duta we care Tujuan Penelitian ini adalah untuk mengetahui pengaruh penerapan Pelayanan Prima Duta  We Care terhadap Caring Perawat di Irna Non Bedah RSUP DR. M. DJAMIL Padang.

Penelitian ini menggunakan desain Quasi-exsperiment  yaitu pre-experimental design tipe one group pretest-posttest. Penelitian dilakukan di ruang rawat inap non bedah di RSUP. Dr. M. Djamil pada bulan Oktober 2019  sd Januari 2020 dengan jumlah sampel 45 responden. Hasil penelitian didapatkan bahwa perilaku caring perawat sebelum pelaksanaan pelayanan prima Duta We Care  adalah antara 150,88 – 169,43 dan perilaku caring perawat sesudah pelaksanaan pelayanan prima Duta We Care  adalah antara 205,56 - 219,69. Hasil Uji statistic didapatkan nilai p = 0,000 maka dapat disimpulkan ada perbedaan yang signifikan antara perilaku caring perawat  sebelum dan sesudah pelaksanaan pelayanan prima Duta We Care .

Pelayanan prima;Caring Perawat;Duta We Care

ABSTRACT (Time New Roman 11, cetak mirirng)

Hospitals have very complex characteristics and organizations where various types of health workers with their respective scientific devices interact with each other, including with patients and the community as hospital customers as well as making the problems more complex in the hospital. Several factors cause poor service quality, some weaknesses that may exist in officers and may have a negative impact on the perception of service quality including not being skilled in serving customers, so that service excellence We Care is needed Caring for Nurses at Irna Non Bedah RSUP. DR. M. DJAMIL.

This study used a Quasi-experiment design, namely pre-experimental design type one group pretest-posttest. The study was conducted in a non-surgical inpatient room at the RSUP. Dr. M. Djamil from October 2019 to January 2020 with a sample size of 45 respondents. The results showed that the caring behavior of nurses before the implementation of services excellence of Duta We Care was between 150.88 and 169.43 and the caring behavior of nurses after the implementation services excellence Duta We Care was between 205.56 - 219.69. The statistical test results obtained p value = 0.000, it can be concluded that there is a significant difference between the caring behavior of nurses before and after the implementation services excellence Duta We Care.

Service excellence; nursing care; duta we care