Factors Related to the Family Satisfaction Toward the Nursing Services Dhiaz Feby Elsatriya(1), Riama Marlyn Sihombing(2)*, Elissa Oktoviani Hutasoit(3)
(1)Nurse, Siloam Hospitals Buton, Kota Bau-Bau, Sulawesi Tenggara. 93716
(2)*Lecturer, Faculty of Nursing, Universitas Pelita Harapan, Jl. Boulevard Jend. Sudirman no. 15, Lippo Karawaci, Tangerang Banten, 15811. Email: riama.sihombing[at]uph.edu
(3)Clinical Educator, Faculty of Nursing Universitas Pelita Harapan, Tangerang Banten. 15811
Abstract
Background: Quality nursing services can provide satisfaction to the patients and their families. Satisfaction occurs after analyzing perceptions of service performance manifested in feelings of pleasure or disappointment. Based upon a survey during September 2019 in a private hospital of center Indonesia was found that 30% of the family members were dissatisfied beside nursing services. Respondents evaluated that nurses had late replied to the bell and the explanation of nursing intervention was not recognized by the family members. The study aimed to analyze the factors of quality of nursing service on the family satisfaction.
Method: A quantitative inferential with a cross-sectional approach. The sample was selected by purposive sampling among 214 respondents. Data collection using a questionnaire that has been examined on validity and reliability which processed quantitatively and analyzed by Fishers exact and logistic regression tests.
Results: more than and half of the respondents were female and more than and half were aged 26-45 years and a half were highly educated. There was a significant relationship between tangible (p=0.001), reliability (p=0.001), responsiveness (p=0.001), empathy (p=0.001) and assurance (p=0.001) with the family satisfaction. Reliability remains the most dominant factor that affected the family satisfaction.
Conclusion: The nursing services are evaluated as dissatisfaction by the family member. Future research is needed further assessing the families desire for the reliability of nursing services, improving the quality of nursing services such as health education through the family member/patients and excellent service training toward the nurses so expect satisfaction will increase.
Keywords: the family satisfaction, nursing services, reliability
