Literatur Review Analisis Faktor Pelayanan Terhadap Kepuasan Pasien Rawat Inap
DOI:
https://doi.org/10.51933/health.v11i1.2787Keywords:
Patient satisfaction, nursing services, inpatient wardAbstract
ABSTRAK
Kepuasan pasien merupakan indikator utama kualitas layanan kesehatan yang sangat dipengaruhi oleh peran intensif perawat. Faktor seperti perilaku caring, response time, dan komunikasi terapeutik menjadi determinan utama persepsi pasien. Penelitian ini bertujuan menganalisis pengaruh berbagai faktor pelayanan keperawatan terhadap tingkat kepuasan pasien di ruang rawat inap. Metode yang digunakan adalah literature review dengan pendekatan analisis naratif. Sebanyak 20 artikel penelitian (10 jurnal nasional, 10 internasional) rentang tahun 2020–2026 dianalisis dalam studi ini. Pencarian literatur dilakukan melalui database bereputasi seperti Google Scholar dan PubMed. Temuan menunjukkan dimensi interpersonal seperti caring dan komunikasi terapeutik adalah kontributor paling berpengaruh terhadap kepuasan pasien. Kecepatan respon perawat secara optimal kurang dari lima menit terbukti meningkatkan rasa aman pasien. Selain itu, pelayanan edukasi kesehatan dan kenyamanan lingkungan juga memberikan dampak positif yang nyata. Rumah sakit disarankan untuk terus meningkatkan kualitas asuhan keperawatan dengan mengintegrasikan aspek interpersonal yang empatik dan efisiensi teknis secara konsisten.
ABSTRACT
Patient satisfaction is the main indicator of health service quality which is strongly influenced by the intensive role of nurses. Factors such as caring behavior, response time, and therapeutic communication are the main determinants of patient perception. This study aims to analyze the effect of various nursing service factors on patient satisfaction levels in inpatient wards. The method used is a literature review with a narrative analysis approach. A total of 20 research articles (10 national, 10 international journals) published from 2020 to 2026 were analyzed. Literature search was conducted through reputable databases such as Google Scholar and PubMed. The results showed that interpersonal dimensions such as caring and therapeutic communication are the most influential contributors to patient satisfaction. Nurse response time optimally less than five minutes is proven to increase patient security. In addition, health education services and environmental comfort also have a significant positive impact. Hospitals are advised to continuously improve the quality of nursing care by consistently integrating empathetic interpersonal aspects and technical efficiency.
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Copyright (c) 2026 Jurnal Kesehatan Ilmiah Indonesia (Indonesian Health Scientific Journal)
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
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