STUDI EKSPLORASI IMPLEMENTASI SERVICE EXCELLENT DI RUANG RAWAT INAP RSUD DEPATI BAHRIN SUNGAILIAT TAHUN 2024
DOI:
https://doi.org/10.31004/jkt.v6i3.43328Keywords:
Service excellent, perawat, rawat inapAbstract
Service Excellent merupakan bagian penting dalam meningkatkan mutu pelayanan kesehatan di rumah sakit. Dalam pelayanan rawat inap, peran perawat sangat krusial karena mereka berinteraksi langsung dengan pasien. Penelitian ini bertujuan mengeksplorasi implementasi Service Excellent di ruang rawat inap Rumah Sakit Umum Daerah Depati Bahrin Sungailiat Tahun 2024. Penelitian ini menggunakan desain kualitatif dengan pendekatan fenomenologi. Informan terdiri dari 6 perawat sebagai informan utama, serta 1 kepala ruangan dan 1 Kepala Bidang Keperawatan sebagai informan pendukung. Data dikumpulkan melalui wawancara mendalam, keabsahan data, kemudian dianalisis menggunakan analisis tematik. Hasil penelitian menunjukkan dua tema utama, yaitu pemahaman perawat mengenai Service Excellent dan implementasi standar A6 dalam Service Excellent. Implementasi standar A6 mencakup beberapa kategori: Sikap (Attitude), yaitu kemampuan perawat menunjukkan keramahan dan empati; Perhatian (Attention), yaitu fokus perawat pada kebutuhan pasien; Tindakan (Action), berupa respons cepat dan tepat terhadap keluhan pasien; Kemampuan (Ability), yaitu kompetensi teknis perawat dalam memberikan pelayanan; Penampilan (Appearance), terkait cara perawat menjaga kebersihan dan kerapihan diri; serta Akuntabilitas (Accountability), yaitu tanggung jawab perawat terhadap pelayanan yang diberikan. Implementasi Service Excellent di ruang rawat inap Rumah Sakit Umum Daerah Depati Bahrin telah sesuai dengan prinsip-prinsip dasar, namun masih memerlukan upaya peningkatan, terutama dalam aspek dukungan manajemen dan pelatihan berkelanjutan. Temuan ini diharapkan dapat menjadi masukan bagi rumah sakit untuk meningkatkan kualitas pelayanan kesehatan.References
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