UNIVERSITAS AIRLANGGA



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Jurnal Ners

ISSN 1858-3598

Vol. 6 / No. 1 / Published : 2011-04

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Original Article :

Pengembangan strategi peningkatan mutu pelayanan keperawatan berdasarkan analisis posisi perilaku caring perawat dengan jendela pelanggan (development of improved nursing care quality based on nurses caring behavior position analysis with customer window)

Author :

  1. Widiharti*1
  2. Sunaryo*2
  3. Purwaningsih*3
  1. STIKES Insan Unggul Surabaya
  2. Fakultas Kedokteran UA
  3. Dosen Fakultas Keperawatan UA

Abstract :

Introduction: In this era of globalization and free market, demand from the society for adequate health care is increasing and encouraging hospitals to provide the best services so as not to the marginalized by society. Better services require continuous and perfect planning in service quality improvement. The goal of this study was to find the development strategy of improving the quality of nursing care based on analysis of the position of nurse caring behaviors using customer window. Method: This study used 30 samples to assess input, proses and output. Research site was in Bhakti Rahayu hospital Surabaya for 1 month. Research instrument was questionnaire. Research data was used to determine optimum strategy of operational research approach using a simple dynamic program. Result: The result showed that the optimum strategy throught the line of affordable cuost – good fasilities – sufficient caring behavior – sufficient administrative – sufficient infrastructure – reliable human resources had the greates value of 70. Discussion: it can be cancluded that not all ideal line have a high value

Keyword :

strategy, caring behavior, quality of service,


References :

Gasperzs, V,(2002) Total Quality Management. Jakarta : PT Gramedia Pustaka Utama





Archive Article

Cover Media Content

Volume : 6 / No. : 1 / Pub. : 2011-04
  1. Pengembangan Strategi Peningkatan Mutu Pelayanan Keperawatan Berdasarkan Analisis Posisi Perilaku Caring Perawat Dengan Jendela Pelanggan (development Of Improved Nursing Care Quality Based On Nurses Caring Behavior Position Analysis With Customer Window)
  2. Kepemimpinan Efektif Dan Motivasi Kerja Dalam Penerapan Komunikasi Terapeutik Perawat (effective Leadership And Work Motivation In The Aplication Of Nurse Therapeutic Communication)
  3. Upaya Meningkatkan Perilaku Pasien Dalam Tatalaksana Diabetes Mellitus Dengan Pendekatan Teori Model Behavioral System Dorothy E. Johnson (changing The Patient’s Behavior In Diabetes Mellitus Management By Application Dorothy E. Johnson’s Behavioral System Model)
  4. Formula Penghitungan Tenaga Keperawatan Modifikasi Fte Dengan Model Asuhan Keperawatan Profesional Tim (fte Modification Of Nursing Staff Calculating Formula With Team Profesional Nursing Care Model )
  5. Dampak Psikososial Akibat Bencana Lumpur Lapindo (psychosocial Impact Of Lapindo Mud Disaster)
  6. Modul Anticipatory Guidance Terhadap Perubahan Pola Asuh Orang Tua Yang Otoriter Dalam Stimulasi Perkembangan Anak (anticipatory Guidance Module Changes The Authoritaritative Parenting Of Parents In Stimulating Children Development)
  7. Analisis Faktor Pemanfaatan Vct Pada Orang Risiko Tinggi Hiv/aids (analysis Factor Related To Vct Utilization For The High Risk Person Of Hiv/aids
  8. Perubahan Keluhan Seksual Fisik Dan Psikologis Pada Perempuan Pascaterapi Kanker Serviks Setelah Intervensi Keperawatan (the Changes Of Physical And Psychological Sexual Complains In Women With Post Treatment Cervical Cancer After Sexual Nursing Intervention)
  9. Pengalaman Seksualitas Ibu Hamil Di Puskesmas Pondok Aren Tangerang (sexuality Experience In Pregnant Woman At Pondok Aren Tangerang Health Center)
  10. Kebutuhan Riil Tenaga Perawat Dengan Metode Workload Indicator Staff Need (wisn) (the Real Need Of Nurses Based On Workload Indicator Staff Need (wisn)
  11. Terapi Kelompok Terapeutik Anak Usia Sekolah Pada Anak-orang Tua Dan Anak-guru Meningkatkan Perkembangan Mental Anak Usia Sekolah (school Aged Therapeutic Group Therapy In Children- Parents And Children- Teachers Increased Mental Development Of School-age)
  12. Studi Fenomenologi: Kebijakan Pemerintah Dalam Pemberian Jaminan Pemeliharaan Kesehatan Bagi Masyarakat Miskin Yang Mengalami Masalah Kesehatan Jiwa (fenomenology Study: The Goverment Policy To Giving Public Health Insurance In A Poor Society Who Have A Mental Health Disorders)

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