Quality of Nursing Service

Understanding the quality of nursing services

To conduct a quality service, many things that need to be understood, one of which considered to have a very important role is about what is meant by quality of service.
The quality of health services held by many healthcare institutions are almost always able to satisfy patients, and therefore often referred to as quality health care. One definition states that the quality of health care usually refers to the ability of hospitals, provide services in accordance with professional standards of health and acceptable to patients.

In carrying out efforts to maintain the quality of health care in the hospital can not be separated from the nursing profession that plays an important role. By the standards of evaluation and quality control is explained that the nursing service ensure high-quality nursing care by continuously involving themselves in quality control programs in hospitals.
According Wiedenback (in Lumenta, 1989) nurse is someone who has a profession based on scientific knowledge, skills and work attitude based on a sense of responsibility and devotion. Meanwhile, according to Karsinah (in Wirawan, 1998) nurses is one vital element in the hospital, nurses, physicians, and patients are most in need of a single entity and can not be separated.

Nursing services provided because of the physical and mental weakness, lack of knowledge and lack of understanding of the patient's ability to carry out activities independently. Activities were conducted in an attempt to achieve improved health with an emphasis on health care effort that allows each individual to achieve the ability to live healthy and productive (Aditama, 2002).

It can be concluded that understanding of quality professional nursing services is the attitude of nurses who provide a feeling of comfort, protected on every patient undergoing the healing process in which this attitude is a compensation for the providers and the expected rise in self-complacency patients.

2. Aspects of quality of nursing services

According to Parasuraman (in Tjiptono, 1997) aspects of quality or service quality are:
a. Reliability
The ability to deliver the promised services with immediate, accurate and satisfactory, fair, safe, timely availability. This relates to the overall confidence in the service in relation to time.
b. Responsiveness
Namely the desire of the employee or employees to help consumers and provide it with services responsive to consumer needs, quickly take notice and address the needs.
c. Assurance
Encompasses the skills, knowledge, courtesy and trustworthiness in an employee-owned, free from danger, risk, doubt, have the competence, confidence and lead to the belief of truth (objective).
d. Empathy or concern
Include the ease of having good communication and understanding of consumer needs that materialize in the full attention to each customer, serving customers with friendly and attractive, to understand the aspirations of consumers, to communicate the good and right and being in sympathy.
e. Direct evidence or intangible
Include physical facilities, equipment personnel, hygiene (health), good room orderly, well-dressed and harmonious appearance of employees or equipment and communication devices.

Joewono (2003) mentions the existence of eight aspects that need to be in service, namely:
a. Concern, how much companies pay attention to emotions or feelings.
b. Physical environment, this aspect shows the level of cleanliness of the environment that will be enjoyed by consumers, when they use the product.
c. Quick response, which indicates the speed aspect of the company in response to consumer needs.
d. Ease of transacting, how easily consumers conducting transactions with service providers.
e. Ease of obtaining information, how much attention the company to present information fast food.
f. Ease of access, how easily consumers can access the service provider when the consumer needs it.
g. The procedure, how well the procedures that must be run by consumers when dealing with the company.
h. Price, aspects that determine the value of the experience of service perceived by consumers when interacting with companies.