Pelatihan Soft Skills Caring Meningkatkan Kualitas Pelayanan Keperawatan dan Kepuasan Pasien di Rumah Sakit Kota Bandung

Abstrak Kualitas perawat ditentukan oleh kompetensi hard skills dan soft skills. Caring sebagai bagian dari soft skills adalah esensi mendasar pada profesi perawat. Penilaian pasien mengenai soft skills caring perawat adalah indikator dari kualitas pelayanan keperawatan. Tujuan penelitian untuk mengembangkan model pelatihan soft skills caring dan mengidentifikasi model tersebut terhadap kualitas keperawatan dan kepuasan pasien. Desain pra-eksperimental dengan pretest-posttest tanpa kontrol dengan melibatkan 53 perawat dan 53 pasien pada dua rumah sakit swasta di Kota Bandung. Instrumen penelitian diadaptasi dari Caring Nurse Patient Interactions Scale (CNPI) dan kepuasan pasien diadaptasi dari patient satisfaction with nursing care. Intervensi terdiri dari pemberian materi selama 3 hari, post pelatihan 2, 4 dan 6 minggu. Analisis data dilakukan untuk melihat perubahan penilaian soft skills caring perawat serta kepuasan pasien sebelum dan sesudah intervensi-pelatihan menggunakan uji paired t-test. Analisis General Linier Model Repeated Measure (GLM-RM) dipergunakan untuk analisis follow-up 4 dan 6 minggu. Hasil penelitian menunjukkan model pelatihan soft skills caring terbukti efektif meningkatkan penilaian perawat dan kepuasan pasien, serta dapat dimanfaatkan bagi perawat di rumah sakit. Kata kunci: soft skills caring, perawat, kualitas pelayanan keperawatan Abstract The quality of nursing care was determined by they hard and soft skills competence. Soft skill of caring was the basic competence of nurses, it was affecting patient satisfaction. This study aimed to: a) develop the model of training soft skills caring, b)identify the training model for increasing the quality of nursing care and patient satisfaction. The study was pretest-posttest pre-experimental design without control. The sampples including 53 nurses and 53 patients at two private hospitals in Bandung, West Java Province, Indonesia. The instrument was adapted from Caring Nurse Patient Interactions Scale (CNPI) while patient satisfaction assesment was adapted from patient satisfaction with nursing care. The interventions was soft skills training for 3 days, while the soft skill were assesed at in 2, 4 and 6 weeks post intervention. The pre and 2 weeks post intervention were analysed using paired t-test, while the 4 and 6 weeks follow-up soft skill post itervention was analyzed by GLM-RM. The results show that soft skill training are effective for improving nurse’s competence and increasing patient satisfaction. Futher training can be implemented to increase quality of nursing care and patients satisfaction. Keywords: soft skills, training, quality of nursing, patient satisfaction