NOMOR 1

THE FACTORS AFFECTING NURSING DEVELOPMENT (FAKTOR-FAKTOR YG MEMPENGARUHI

PERKEMBANGAN KEPERERAWATAN)

- Changes in views on health services

- Changes in nursing patterns - are now oriented to the needs of the client rather than being oriented
towards the person

- Development of knowledge, determining professionals through knowledge building

- Nurse beliefs, philosophy influences the outlook on nursing

- Nurse as a change agent / innovator

- Autonomy of power / influence

- Philosophy and values

NOMOR 2

Aspects of quality nursing services

According to Parasuraman (in Tjiptono, 1997)

A. Turn on (reliability)

That is the ability to provide promised services promptly, accurately and satisfactorily, honestly, safely,
on time, approved. This whole relates to trust in service in agreement with time.

b. Responsiveness (responsive)

That is to ask employees or employees to help consumers and provide services with responses to
consumer needs, quickly consider and address needs.

c. Guarantee

Includes capabilities, knowledge, politeness and trustworthy characteristics that employees have,
freedom from danger, risk, doubt, competence, confidence and raises (objective) beliefs.

d. Empathy or care (emphaty)

Complementing comfort in conducting good communication and discussing consumer needs that are
manifested in full attention to each consumer, serving consumers with friendliness and attractiveness,
understanding consumer aspirations, communicating well and correctly and equipped with sympathy.

e. Direct or tangible proof (physical evidence)

Includes physical facilities, employee equipment, health, neat, neat and harmonious room, employee
appearance or equipment and communication equipment.

Meanwhile, according to the Ministry of Health of the Republic of Indonesia (in Onny, 1985), it has
agreed to good approved care services that provide services to patients in accordance with the basic
aspects of care. The basic aspects include aspects of acceptance, attention, responsibility,
communication and cooperation. Furthermore, each aspect.

A. Acceptance aspects

this spec discusses the attitude of nurses who are always friendly, cheerful, always smiling, greeting all
patients. Nurses need to have an interest in others, accept patients without determining the class, rank,
socio-economic and cultural background, so that the person is intact. In order to be able to perform
services according to the aspects of acceptance nurses must have an interest in others and have broad
insight.

b. Attention aspect

This specification discusses nurses' attitudes in providing nursing services that need to be awaited,
generous in the sense of receiving assistance and help to patients voluntarily without expecting
imbalance, sensitivity and sensitivity to each patient, willing to help with what and caring for patients.

c. Communication aspect

This aspect contains the attitude of nurses who must be able to communicate well with patients, and
families of patients. The existence of interconnected communication between patients and nurses, and
the existence of a good relationship with the patient's family.

d. Cooperation aspect

This aspect includes the attitude of nurses who must be able to cooperate well with patients and their
families.

e. Responsibility aspect

this specification includes the attitude of the nurse who is honest, diligent in the task, able to devote
time and attention, be sporty in the task, consistent and appropriate in acting.

Joewono (2003) mentions eight aspects that need to be considered in service, namely:

a. Concern, how far the company pays attention to the emotions or feelings of consumers.

b. The physical environment, this aspect shows the level of cleanliness of the environment that
consumers will enjoy when they use the product.

c. Fast response, aspects that show the speed of the company in responding to consumer needs.
d. The ease of transactions, how easily consumers make transactions with service providers.

e. The ease of obtaining information, how much the company's attention is to present ready-to-serve
information.

f. Ease of access, how easily consumers can access service providers when consumers need it.

g. Procedure, how well the procedure must be carried out by consumers when dealing with the
company.

h. Price, an aspect that determines the value of service experience felt by consumers when interacting
with a company.

While Soegiarto (1999) mentions five aspects that must be owned by the service industry, namely:

. Fast, the time spent serving guests is at least the same as the standard time limit. It is a time limit for
visiting hospitals that has been determined.

. Exactly, speed without accuracy in work does not guarantee customer satisfaction. How do nurses
provide services to patients that is right to provide assistance with complaints from patients.

. Safe, secure includes safe physically and psychologically during consumption of a product or. In
providing services, namely paying attention to patient safety and providing confidence and trust to
patients so as to provide security to patients.

. Friendly, respect and respect for consumers, even when customers complain. Nurses are always
friendly in receiving complaints without high emotions so that patients will feel happy and like the
services of nurses.

. Comfortable, comfortable feeling arises if someone feels accepted as is. Patients who need comfort
from both inpatient rooms and comfortable situations and conditions so that patients will feel
comfortable in the healing process.

NOMOR 3

The role of nurses according to the health science consortium in 1989 consists of roles as providers of
nursing care, patient advocates, educators, coordinators, consultants, and researchers which can be
described as follows (Hidayat, 2008) consisting of:

1. Role as a provider of nursing care

This role can be performed by nurses by paying attention to the state of basic human needs needed
through the provision of nursing services using the nursing process.
2. Role as a patient advocate

This role is carried out by nurses in helping patients and their families in interpreting various
information from service providers or other information, especially in taking consent for nursing actions
given to patients. It can also play a role in maintaining and protecting patient rights which include the
right to best service, the right to information about the disease and the right to privacy.

3. The role of educator

This role is carried out by helping patients to improve the level of health knowledge, symptoms of the
disease and even the actions given, so that there is a change in behavior of patients after health
education is conducted.

4. The role of the coordinator

This role is carried out by directing, planning and organizing health services from the health team so
that the provision of health services can be directed and in accordance with the needs of patients.

5. The role of collaborators

The role of nurses here is done because nurses work through a health team consisting of doctors,
physiotherapists, nutritionists and others by trying to identify the necessary nursing services including
discussion or exchange of opinions in determining the next form of service.

6. Role of consultant

Here the nurse acts as a place for consultation on problems or appropriate nursing actions to be
given. This role is carried out at the patient's request for information about the purpose of the nursing
service provided.

7. The role of the reformer

This role can be done by planning, cooperation, systematic and directed changes in accordance with
the method of providing nursing services.