SERVICE EXCELLENT
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SERVICE EXCELLENT IN THE NURSING PowerPoint PPT Presentation


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SERVICE EXCELLENT IN THE NURSING . Oleh : Purwaningsih. Excellence in all that we do We strive to achieve high level patient satisfaction To create professional practice environment To maintain first class private duty nursing care. NURSING CARE GOALS. Excellent Product.

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SERVICE EXCELLENT IN THE NURSING

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Service excellent in the nursing

SERVICE EXCELLENT

IN THE NURSING

Oleh:

Purwaningsih


Service excellent in the nursing

Excellence in all that

we do

We strive to achieve high level

patient satisfaction

To create

professional practice environment

To maintain first class private duty nursing care

NURSING CARE

GOALS


Service excellent in the nursing

Excellent Product

BASIC STANDART OF

SERIVICE EXCELLENT

Excellent

Delivery

system

Excellent

Relationships

Excellent Service

Mindset


Service excellent in the nursing

UNBELIEVABLE

SURPRISING

DESIRED

EXPECTED

TINGKATAN

LAYANAN

BASIC

CRIMINAL


Service excellent in the nursing

Patient Satisfaction

Patient satisfaction is a complex mixture of perceived need, expectations of care, and the experience of care.Greeneich, Long, & Miller, 1994

Patient reaction to and satisfaction with nursing care is the most important predictor of overall satisfaction with hospital care. Williams, 1997

Patient satisfaction is related to the ordinary human virtues of communication, sensitivity, respect, dependability, trust, and personalized service.McDaniel& Nash, 1992

Satisfaction with nursing care is largely based on the perceptions of the nurse's affective behavior toward the patient. Donabedian, 1988


Service excellent in the nursing

Why are nurses so important to patients?

  • Nursing care is the major service provided to hospitalized patients.

  • Nursing staff comprise the largest proportion of the hospital staff.

  • Nursing staff have the most interactions with patients and families.

  • Nursing staff are often the interface between patients, families, and other hospital services


Service excellent in the nursing

Key elements of a patient-centered culture

Patients are at the center

The top priority is to meet and exceed patient expectations

Patients are listened to

Entire organization understands the importance of patients and how they can satisfy a patient.

The patient is the ultimate authority as to when their expectations


Service excellent in the nursing

KOMPETENSI PERAWAT

DALAM

MEMBERIKAN LAYANAN

Job Knowledge.

Judgment.

Motivation To Serve.

Planning.

Resilience.

Situation Analysis.

Work Standards.

Communication

Customer sensitivity

Decisiveness

Energy

Flexibility

Follow-up

Impact

Initiative

Integrity


Service excellent in the nursing

Somehow responsive

to person as a unique individual.

Caring Person

Sets apart one person

from another

from the ordinary

Perceives

the other's feelings


Service excellent in the nursing

THANK YOU


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