COACHING APRESIATIF UNTUK MENINGKATKAN KUALITAS PELAYANAN PERAWAT DI RUMAH SAKIT

Erlina Dewi Fitriany, Dr. Magda Bhinnety Etsem, S. Psi., M.Si.

2013 | Tesis | S2 Magister Profesi Psikologi

Kualitas pelayanan yang diberikan perawat pada pasien menjadi perhatian utama pihak manajemen rumah sakit belakangan ini. Hal ini merupakan faktor penting membangun citra positif rumah sakit, dan meningkatkan kepuasan pasien pada pelayanan rumah sakit. Penelitian sebelumnya memaparkan metode coaching dapat meningkatkan kualitas pelayanan perawat. Coaching apresiatif ini menggunakan pendekatan psikologi positif, yang menekankan pada kekuatan dan kelebihan individu.Responden penelitian ini terdiri dari 16 perawat, 8 perawat pada kelompok eksperimen, dan 8 perawat pada kelompok kontrol. Namun, ada satu responden yang dikeluarkan dalam proses analisis data, karena data yang outlier. Penelitian ini merupakan penelitian eksperimen dengan pre-post control group design. Instrumen penelitian ini adalah modul coaching apresiatif, lembar observasi coaching, Lembar checklist observasi perilaku pelayanan perawat, Lembar focused group discussion dan lembar evaluasi coaching. Tingkat kualitas pelayanan perawat diukur menggunakan CBI (Caring behavior inventory). Hasil analisis anava mixed design menunjukkan bahwa coaching apresiatif meningkatkan kualitas pelayanan perawat (p < 0,05, F = -4,286).

Quality of nursing care, practiced by nurse, to patient is being a hospital management’s major concern these days. Service quality of nursing care is an important factor to build a positive image of the hospital, and in turn, to eventually bolster patient satisfaction of hospital services. Previous researches suggested that coaching can improve the nurses’ performance. The aim of this research is to know the influence of appreciative coaching in improving service quality of nursing care. Appreciative Inquiry is a type of coaching, using positive psychology approach, which emphasizes individual strengths and advantages. Research subject consist of 16 nurse, which separate by 8 at experiment group who get the appreciative coaching and 8 at control group (waiting-list). But there is one responden whose eliminated in analysis because it is tend to become an oulier data. The design of this research is randomized experiment, with the pretest-posttest control group design. The tools used in this research is appreciative coaching module, observation sheet in the coaching, observation caring behavior checklist, check the manipulation by focus group discussion and coaching evaluation sheets. The level of service quality of nursing care is measured by using a caring behavior inventory (CBI). mixed design anova results, with suggests that appreciative coaching can significantly improve service quality of nursing care (p < 0.05, F = -4.286).

Kata Kunci : coaching apresiatif, kualitas pelayanan perawat