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Reni Yuli Astutik
Institut Ilmu Kesehatan (IIK) Strada Indonesia
Arts Humanities Computer Science & IT Dentistry Education Health Professions Medicine & Pharmacology Neuroscience Nursing Physics Public Health Social Sciences Veterinary Other

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Journal : Kolaborasi Jurnal Pengabdian Masyarakat

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Peningkatan Kualitas Pelayanan melalui Evaluasi Kepuasan Pasien di Unit Gawat Darurat dengan Pendekatan Net Promoter Score Ngongoloy, Hesky Frengky; Astutik, Reni Yuli
Kolaborasi: Jurnal Pengabdian Masyarakat Vol 5 No 6 (2025): Kolaborasi: Jurnal Pengabdian Masyarakat
Publisher : Yayasan Inspirasi El Burhani

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56359/kolaborasi.v5i6.711

Abstract

Introduction: Patient satisfaction is a key indicator of healthcare quality. The Emergency Department (ED) of Prof. Dr. R. D. Kandou General Hospital, Manado, is one of the busiest hospital units, handling various critical cases. However, preliminary data indicated a NPS of –37%, suggesting that most patients were dissatisfied and unlikely to recommend the service. This prompted the need for a systematic evaluation and managerial intervention to improve the quality of nursing care and patient experience. Objective: To evaluate patient satisfaction with emergency department services at Prof. Dr. R. D. Kandou General Hospital using the NPS method, to identify key influencing factors, and to formulate improvement strategies based on nursing management principles. Method: This study applied a quantitative descriptive approach with an evaluative design. Data were collected from non-trauma ED patients using the NPS questionnaire. Root cause analysis was conducted using the Fishbone Diagram, problem prioritization with the USG (Urgency, Seriousness, Growth) method, and strategy development through SWOT analysis. Interventions included AIDET-based effective communication training and optimization of service flow and management in the emergency department. Result: Initial findings showed an NPS score of –37%. After implementing communication training and standard operating procedure (SOP) reinforcement, the NPS improved to +57%, with 70% promoters, 17% passives, and 13% detractors. This demonstrates a significant improvement in patient satisfaction and service quality following the managerial intervention. Conclusion: There was a substantial improvement in patient satisfaction after applying the NPS-based nursing management intervention. Effective communication, interprofessional collaboration, and data-driven quality evaluation significantly enhanced the quality of care in the emergency department. The NPS method proved to be a practical and reliable tool for measuring patient satisfaction and loyalty in hospital services.
Co-Authors Agusta Dian Ellina Agustin Widowati Astuti, Wuri Widi Byba Melda Suhita Candra Wahyuni Carla Ramiro Guterres Devi Putri Nursanti Devy Putri Nursanti Eka Sri Purwandari Endang Dwiwati Eri Puji Kumalasar Ferawati, Nency Fitria Rahayu Hariyono Ilmiatun Nadlifah Ina, Erni Tamu Januaris Auktovitis Joko Prasetyo Khomsiyatin, Binti Ratna Luvi Susiana Maria Vita Insani Marminingsih Mei Ringga Peni Santiana Mifthakur Rohmah Mirtha Sari Palupi Ngongoloy, Hesky Frengky Nian Afrian Nuari NINING ISTIGHOSAH Nurhilmiah, Tia Purwandari, Eka Sri Putri Eka Sejati Putri, Stevani Basuki Retnaningtyas, Erma Retno Palupi Yonni Siwi Riza Tsalatsatul Mufida Shanty Natalia Siti Komariyah Stevani Basuki Putri Suci Anggraeni Tia Rusdianawati Wijaya, Windy Ari Yenny Puspitasari Yessy Nur Endah Sary Yuliawati, Dwi Yuliawati, Dwi Yuly Peristiowati Yuslina Simangunsong Zauhani Kusnul