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THE IMPROVING OF REFERRAL HOSITAL QUALITY THROUGHT THE TRAINING OF NURSING SERVICE COMMUNICATION BASED ON THE CULTURE SENSITIVE AT KUNINGAN REGENCY IN WEST JAVA

Author : Blacius Dedi*, Nur intan, Dian Ekawati

Abstract

Health services in referral hospitals, there are very correlation to the culture aspect of patient, the cultural patient diversity has an impact on the need of health services that concern on culture sensitive. Nursing service is an integral part of health services. One of the main competence underlying nursing service quality is communication. Communication is sub-element of culture. The diversity of patient cultural had an impact on the need will communication services nursing sensitive culture. This research aims to improve the ability to communicate toward of nursing service that is sensitive toward priangan cultural and to identify the influence of communication that priangan culture sensitive for health services at hospital in west java. This research design used action research study. Participants were 30 nurses and 10 patients, It was taken by purposive sampling. Data collection would be carried out through, observation, interviews (in-depth interview) with the FGD approach (focus group discussion discussion), field notes, and evaluation of the communication implementing based on culture sensitive nursing done nurses before and after the training to communication nursing sensitive service based culture that presenting by its experts of sundanesses culture, the expert of communication, and the experts of nursing. The instruments to collect the data by using voice recorder, video record and camera photo. Research results are as follows: the first stage of the phenomenology study was produced theme as following: 1. Communication was implemented unclear, 2. Communication has done but not systematically, 3. It is not familiar communication based on cultural (assessing of social and cultural is rarely done). The second stage action research, a study done is training communication in the service of nursing based on priangan culture, based on the test of Wilcoxon Signed Ranks Test was obtained that in; 1) the knowledge of participants that there was no significant difference p-value; 0,389, 2) attitude participants there are significant differences in communicating nursing service based on cultural sensitive with p-value 0,001, and 3 ) there are significant differences of implementing when communicating health services on culture sensitive with p-value 0,002, before and after the training of communication health services based on culture sensitive. The third stage of phenomenology analysis , it was obtained theme: 1) trying to implement of service communication that based on cultural sensitive systematically, 2) Completing the social and cultural assessment, 3) willing to turn out the way communicate of routine. Advice provided is an impulse and support of policy makers at Hospital in 45 Kuningan District to arrange The standard operational procedure (SOP) nursing service communication based on culture, and there is a policy that set for its implementation. Key words: Quality, nursing service, referral hospital in West Java, Communication Based on Priangan culture sensitive.

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