THE RELATIONSHIP BETWEEN NURSING SERVICES AND FAMILY SATISFACTION LEVELS OF PATIENTS IN THE EMERGENCY ROOM OF PANTI ABDI DHARMA HOSPITAL CIREBON

The Emergency Department (ER) is a service unit within a hospital that provides initial
and follow-up care. Nursing care is a professional service that provides care to individuals,
families, groups, or communities. Hospitals naturally experience changes in the
satisfaction status of patient families. One way to improve this is by using nursing service
measurement. The purpose of this study was to determine the effect of nursing services on
patient family satisfaction levels in the ER of Panti Abdi Dharma Hospital, Cirebon City.
This study used a quantitative method, with a descriptive cross-sectional design. A total
sampling of 286 respondents was used. Data were collected through a satisfaction survey
of 25 statements. The study was conducted at Panti Abdi Dharma Hospital, Cirebon City,
over a two-week period, with a 30-minute session per person.
Nursing services were rated “Very Good” by 41.3% of respondents, indicating a fairly
optimal quality of service in the Emergency Room. Patient family satisfaction was in the
“Good” category at 48.3% of respondents, but 13.6% stated “Not Satisfied”. There was a
significant relationship between the quality of nursing services and the level of patient
family satisfaction (p = 0.000). Respondents who rated the service as very good tended to
have higher satisfaction than those who rated the service as sufficient or less. Suggestions
in this study are to always improve nursing services, especially in the Emergency Room. It
is hoped that it can be used as information to improve services in the Emergency Room of
Panti Abdi Dharma General Hospital, Cirebon City.