SERVICE EXCELLENT IN THE NURSING

1. SERVICE EXCELLENT IN THE NURSING Oleh: Purwaningsih

2. 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 NURSING CARE GOALS

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

4. UNBELIEVABLE SURPRISING DESIRED EXPECTED TINGKATAN LAYANAN BASIC CRIMINAL

5. 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

6. 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

7. 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

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

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

10. THANK YOU