Pembinaan sikap profesional perawat dalam pelayanan keperawatan di Rumah Sakit Sari Mulia Banjarmasin

HUSIN, Dra. Retna Siwi Padmawati, MA

2010 | Tesis | S2 IKM-Kebijakan dan Manajemen Pelayanan Kesehatan

Latar Belakang: Kualitas pelayanan kesehatan pada suatu rumah sakit sangat dipengaruhi oleh pelayanan keperawatan. Perawat dalam memberikan pelayanan diharapkan senantiasa terampil, ramah, lembut,jujur serta mempunyai tanggung jawab moral sebagai penerapan sikap profesional perawat. Banyaknya keluhan pasien terhadap sikap perawat di pelayanan rumah sakit, dimana perawat dikeluhkan kurang responsif dan kurang antisipatif terhadap kebutuhan pasien serta terkadang bersikap kasar. Hal ini menunjukkan bahwa sikap profesional perawat selayaknya terus dibina dalam melaksanakan praktik keperawatan.Pembinaan sikap diperlukan sebagai upaya untuk memperbaiki dan meningkatkan keprofesionalan perawat dalam memberikan pelayanan.Pembinaan dapat dilakukan dengan berbagai metode seperti preceptor,coaching, mentoring atau konseling.Tujuan: memberikan gambaran proses perencanaan, pelaksanaan,evaluasi pembinaan sikap profesional perawat dalam pelayanan keperawatan serta faktor yang berpengaruh di dalamnya.Metode: Penelitian ini menggunakan pendekatan kualitatif dengan rancangan deskriptif eksploratif. Pengumpulan data dilakukan melalui metode wawancara mendalam, observasi dan telaah dokumen.Pengambilan kepada 7 orang manajer, 12 orang perawat dan 8 orang pasien dengan mengunakan metode purposive sampling. Data yang diperoleh dianalisis secara kualitatif melalui data reduction, data display dan conclusion drawing/verification.Hasil: Perencanaan pembinaan sikap tidak dilakukan dan hanya ada dalam pemikiran saja belum pada tatanan aplikasi. Pelaksanaan pembinaan dilakukan apabila ditemui ada permasalahan yang dilakukan perawat (bersifat insidentil) dan belum ada standar baku prosedur pembinaan etika, umumnya pembinaan yang dilakukan hanya dalam bentuk teguran lisan. Dalam evaluasi pembinaan tidak ada ditetapkan indikator yang baku, hal yang menjadi indikator keberhasilan pembinaan adalah tidak adanya komplain dari pasien, peningkatan kinerja, hasil kerja yang baik, tidak mengulang kesalahan yang sama, mampu berkomunikasi dan bekerjasama dengan baik. Adapun faktor yang teridentifikasi berpengaruh terhadap proses pembinaan meliputi faktor lingkungan kerja, kelengkapan fasilitas, motivasi internal dari staf perawat, kesiapan manajer untuk membina, dan dukungan dari manajemen rumah sakit,serta kesejahteraan karyawan.Kesimpulan: Pembinaan sikap professional perlu dilakukan secara proaktif/anticipatif dan berkelanjutan yang melingkupi proses perencanaan pelaksanaan dan evaluasi. Dalam pembinaan perlu memperhatikan factor yang berperan, terutama factor manager, perawat dan organisasi rumah sakit

Background: The quality of health services at a hospital is influenced by the services of the nurses. In providing services, nurses are always expected to be friendly, gentle, be honest and have a moral responsibility.Still, there are complaints against nurses’ attitudes by patients in hospitals because they have less and less responsive to the needs of the patient and even considered rude. It is indicated that the professional attitude of nurses should always be fostered in conducting nursing practice.Development of attitude is needed in an effort to improve and enhance professional nurses in service providing. Development of attitude could be done by various methods such as preceptor, coaching, mentoring or counseling.Goal: This study aims to provide an overview of the planning process,implementation, and evaluation of coaching the professional attitudes of nurses in nursing service and identifying factors that influence the (un) professional attitude.Methods: This study used qualitative approach with a case study design.The data was collected through in-depth interviews, observation and studying documents. Subjects were 7 managers, 12 nurses and 8 patients who were recruited purposively. The data obtained were analyzed qualitatively through data reduction, data display and conclusion drawing/verification.Results: In this hospital, guidance and development of attitudes did not exist but only in form of problems solving or reprimanding nurses only when they committed unprofessional attitudes. There was no standard or procedures for ethical guideline in this hospital. Coaching is generally done only in the form of oral face to face reprimanding. In evaluating the coaching there was no standard or indicators such as complaints reduction from patients, increased performance, and better work, not repeating the same mistakes, and able to communicate and cooperate well. The identified factors which affected the construction of unprofessional behavior of nurses were the burden of nurses, work environment, the lack of facilities and equipment, the internal motivation of nursing staff, the readiness of managers to nurture, and support from hospital management, and the welfare of the employees.Conclusion: Guidance of professional attitudes and behavior should be proactively and continuously conducted to anticipate the unprofessional behavior of nurses and patients complaints; it should consider planning,implementation and evaluation processes and the factors influencing the attitudes and behaviors such as commitment of the manager, nurses and hospital organization

Kata Kunci : Pembinaan sikap,Perawat,Manajer keperawatan, Attitude development and guidance, Nurses, Nursing Manager, Banjarmasin