SERVICE EXCELLENT IN THE NURSING Oleh: Purwaningsih

NURSING CARE GOALS Excellence in all that we do We strive to achieve high level patient satisfaction To create professional practice environment To maintain first class private duty nursing care

BASIC STANDART OF SERIVICE EXCELLENT Excellent Product Excellent Delivery system Excellent Service Mindset Excellent Relationships

TINGKATAN LAYANAN CRIMINAL BASIC EXPECTED DESIRED SURPRISING UNBELIEVABLE

Patient Satisfaction Patient satisfaction is a complex mixture of perceived need, expectations of care, and the experience of care. Greeneich, Long, & Miller, 1994 Patient reaction to and satisfaction with nursing care is the most important predictor of overall satisfaction with hospital care. Williams, 1997 Patient satisfaction is related to the ordinary human virtues of communication, sensitivity, respect, dependability, trust, and personalized service.McDaniel & Nash, 1992 Satisfaction with nursing care is largely based on the perceptions of the nurse's affective behavior toward the patient. Donabedian, 1988

Why are nurses so important to patients? Nursing care is the major service provided to hospitalized patients. Nursing staff comprise the largest proportion of the hospital staff. Nursing staff have the most interactions with patients and families. Nursing staff are often the interface between patients, families, and other hospital services

Key elements of a patient-centered culture Patients are at the center The top priority is to meet and exceed patient expectations Patients are listened to Entire organization understands the importance of patients and how they can satisfy a patient. The patient is the ultimate authority as to when their expectations

KOMPETENSI PERAWAT DALAM MEMBERIKAN LAYANAN Communication Customer sensitivity Decisiveness Energy Flexibility Follow-up Impact Initiative Integrity Job Knowledge. Judgment. Motivation To Serve. Planning. Resilience. Situation Analysis. Work Standards.

Caring Person Somehow responsive to person as a unique individual. Perceives the other's feelings Sets apart one person from another from the ordinary