Instrumen Kepuasan Pasien Terhadap Pelayanan Keperawatan : Literature Review



Nina Nisrina Badrin(1*), Rini Rachmawaty(2), Kusrini Kadar(3)

(1) Universitas Hasanuddin
(2) Universitas Hasanuddin
(3) Universitas Hasanuddin
(*) Corresponding Author

Abstract


Patient satisfaction is one of indicator to assess the quality of health services. Measurement of patient satisfaction with nursing services is needed as an evaluation material for nursing management to ensure and improve the quality of nursing services. Several instruments of patient satisfaction with nursing services have been developed. The purpose of this Literature Review is to identify instruments of patient satisfaction with nursing services. This literature review examines the results of development and psychometric testing research of patient satisfaction instruments through article search in PubMed and Google scholar databases with keywords : patient satisfaction, nursing care, instrument, development, tools, psychometric, validity and reliability. We reviewed 20 articles. There are 7 instruments for assessing patient satisfaction with nursing services, namely the questionnaire SERVQUAL, HCAHPS, RPSS, GNCS, NSNS, PSNCQQ and PPHEN. Patient satisfaction instruments consist of several dimensions including individual assessment, communication, staff response, technical competence, interpersonal competence, health education, facilities, hospital environment, comfort, information on return, collaboration and coordination when patients are discharged from the hospital. Based on this literature review it can be concluded that there are several instruments and dimensions that can be used to assess patient satisfaction. But, it is necessary the development of patient satisfaction instruments by involving the perspective of the service provider and incorporating the dimensions of caring as the essence of nursing services.

 

Kepuasan pasien merupakan salah satu indikator untuk menilai kualitas pelayanan kesehatan. Pengukuran  kepuasan pasien terhadap pelayanan keperawatan diperlukan sebagai bahan evaluasi bagi manajemen keperawatan untuk menjamin dan meningkatkan kualitas pelayanan keperawatan. Beberapa instrumen kepuasan pasien terhadap pelayanan keperawatan telah dikembangkan. Tujuan Literature Review ini untuk mengidentifikasi instrumen kepuasan pasien terhadap pelayanan keperawatan. Literature review ini menelaah hasil penelitian pengembangan dan uji psikometrik instrumen kepuasan pasien melalui pencarian artikel di database PubMed dan Google scholar dengan kata kunci : patient satisfaction, nursing care, instrument, development, tool, psychometric, validity dan reliability. Kami melakukan review terhadap 20 artikel. Ada 7 instrumen penilaian kepuasan pasien terhadap pelayanan keperawatan yaitu kuesioner SERVQUAL, HCAHPS, RPSS, GNCS, NSNS, PSNCQQ dan PPHEN. Instrumen kepuasan pasien terdiri dari beberapa dimensi termasuk penilaian individu, komunikasi, tanggapan staf, kompetensi teknis, kompetensi interpersonal, pendidikan kesehatan, fasilitas, lingkungan rumah sakit, kenyamanan, informasi kepulangan, kolaborasi dan koordinasi ketika pasien keluar dari rumah sakit. Berdasarkan literature review ini dapat disimpulkan bahwa untuk menilai kepuasan pasien terhadap terdapat beberapa instrumen dan dimensi yang dapat digunakan. Namun perlu pengembangan instrumen kepuasan pasien dengan melibatkan perspektif dari pemberi pelayanan dan memasukkan dimensi caring sebagai esensi dari pelayanan keperawatan.


Keywords


Patient satisfactio; instrument; quality of care

Full Text:

PDF

References


Agritubella, S. M. (2018). Kenyamanan Dan Kepuasan Pasien Dalam Proses Interaksi Pelayanan Keperawatan Di Rsud Petala Bumi. Journal Endurance Februari, 3(2018), 14–26. https://doi.org/10.22216/jen.v3i1.2040

Akin, S., & Erdogan, S. (2007). The Turkish version of the Newcastle Satisfaction with Nursing Care Scale used on medical and surgical patients. Journal of Clinical Nursing, 16(4), 646–653. https://doi.org/10.1111/j.1365-2702.2006.01583.x

Alasad, J. A., & Ahmad, M. M. (2003). Patients’ satisfaction with nursing care in Jordan. International Journal of Health Care Quality Assurance, 16(6), 279–285. https://doi.org/10.1108/09526860310495660

Andriani, A. (2017). Hubungan Mutu Pelayanan Kesehatan Dengan Kepuasan Pasien Diruangan Poli Umum Puskesmas Bukittinggi. Journal Endurance, 2(1), 45–52. https://doi.org/10.22216/jen.v2i1.461

Charalambous, A., & Adamakidou, T. (2012). Risser patient satisfaction scale: A validation study in Greek cancer patients. BMC Nursing, 11. https://doi.org/10.1186/1472-6955-11-27

Coban, G. I., & Kasikci, M. (2010). Reliability and validity of the scale of patient perception of hospital experience with nursing care in a Turkish population. Journal of Clinical Nursing, 19(13–14), 1929–1934. https://doi.org/10.1111/j.1365-2702.2009.03125.x

Donabedian, A. (1997). Special article : The quality of care : How can it be assessed ? Archives of Pathology & Laboratoty Medicine, 121, 1145–1150.

Dorigan, G. H., de Brito Guirardello, E., da Silva, D., & McColl, E. (2014). Validation of the Brazilian Version of the Newcastle Satisfaction With Nursing Scales: A Partial Least Squares Path Modeling Approach. Journal of Nursing Measurement, 22(3), 451–460. https://doi.org/10.1891/1061-3749.22.3.451

Dozier, A. M., Kitzman, H. J., Ingersoll, G. L., Holmberg, S., & Schultz, A. W. (2001). Development of an instrument to measure patient perception of the quality of nursing care. Research in Nursing & Health (RES NURS HEALTH), 506–517. https://doi.org/10.1002/nur.10007

Dyk, D., Gutysz-Wojnicka, A., Cudak, E. K., & Talarska, D. (2014). Cultural adaptation and psychometric evaluation of the Polish version of the Newcastle Satisfaction with Nursing Scale. Archives of Medical Science, 10(4), 782–790. https://doi.org/10.5114/aoms.2014.44870

Farahani, M., Shamsikhani, S., & Hezaveh, M. (2014). Patient satisfaction with nursing and medical care in hospitals affiliated to arak university of medical sciences in 2009. Nurs Midwifery Stud, 3(3), 1–3.

Farley, H., Enguidanos, E. R., Coletti, C. M., Honigman, L., Mazzeo, A., Pinson, T. B., … Wiler, J. L. (2014). Patient satisfaction surveys and quality of care: An information paper. Annals of Emergency Medicine, 64(4), 351–357. https://doi.org/10.1016/j.annemergmed.2014.02.021

Kouatly, I. Al, Hassan, M. M. Al, Yazbik-Doumit, N., Soubra, M., Malak, S., & Badr, L. K. (2015). Psychometric Testing of a Comprehensive Patient Satisfaction Survey in Arabic. Journal of Nursing Measurement, 23(2), 204–223. https://doi.org/10.1891/1061-3749.23.2.204

Laschinger, H. S., Hall, L. M., Pedersen, C., & Almost, J. (2005). A psychometric analysis of the patient satisfaction with nursing care quality questionnaire: an actionable approach to measuring patient satisfaction. Journal of Nursing Care Quality, 20(3), 220–230. Retrieved from http://www.ncbi.nlm.nih.gov/pubmed/15965386

Leino-Kilpi, H., & Vuorenheimo, J. (1994). The patient’s perspective on nursing quality: developing a framework for evaluation. International Journal for Quality in Health Care : Journal of the International Society for Quality in Health Care, 6(1), 85–95. Retrieved from http://www.ncbi.nlm.nih.gov/pubmed/7953210

Milutinović, D., Simin, D., Brkić, N., & Brkić, S. (2012). The patient satisfaction with nursing care quality: The psychometric study of the Serbian version of PSNCQ questionnaire. Scandinavian Journal of Caring Sciences, 26(3), 598–606. https://doi.org/10.1111/j.1471-6712.2012.00969.x

Nursalam. (2014). Manajemen Keperawatan. Jakarta: Salemba Medika.

Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1994). Alternative Scales for Measuring Service Quality - a Comparative-Assessment Based on Psychometric and Diagnostic-Criteria. Journal of Retailing, 70(3), 201–230. https://doi.org/10.1016/0022-4359(94)90033-7

Piredda, M., Vellone, E., Piras, G., Fida, R., Latour, J. M., Matarese, M., … De Marinis, M. G. (2015). Psychometric evaluation of the newcastle satisfaction with nursing scales. Journal of Nursing Care Quality, 30(1), 84–92. https://doi.org/10.1097/NCQ.0000000000000078

Polit, D. E., & Beck, C. T. (2010). Essentials of Nursing Research (7th ed.). Philadelphia.

Rehnstro, L., Christensson, L., Leino-Kilpi, H., & Unosson, M. (2003). Adaptation and psychometric evaluation of the Swedish version of the Good Nursing Care Scale for Patients. Scandinavian Journal of Caring Sciences, 17, 308–314.

Shafiq, M., Naeem, M. A., Munawar, Z., & Fatima, I. (2017). Service Quality Assessment of Hospitals in Asian Context: An Empirical Evidence From Pakistan. Inquiry : A Journal of Medical Care Organization, Provision and Financing, 54. https://doi.org/10.1177/0046958017714664

Sierpińska, L., & Gorczyca, R. (2011). Polish Version of Patient Satisfaction with Nursing Care Quality Questionnaire ( PSNCQQ ). Health (San Francisco), 1(1), 51–56.

Thomas, L. H., Mccoll, E., Priest, J., Bond, S., & Boys, R. J. (1996). Newcastle satisfaction with nursing scales : an instrument for quality assessments of nursing care, 67–72.

Weiss, S. A., & Tappen, R. M. (2015). Nursing Leadership and Management Nursing Leadership (Sixth Edit). Philadelphia: F.A. Davis Company.




Copyright (c) 2019 Nina Nisrina Badrin, Rini Rachmawaty, Kusrini Kadar

Creative Commons License
This work is licensed under a Creative Commons Attribution 4.0 International License.

Published by Lembaga Layanan Pendidikan Tinggi (LLDIKTI) Wilayah X

Khatib Sulaiman Street Padang
West Sumatera
Phone: +62751705637
Fax: +62751705637
Email: [email protected]

E-ISSN : 2477-6521