Etika Kerja dan Kepuasan Pasien: Studi Empiris pada Rumah Sakit UNIMUS Semarang
DOI:
https://doi.org/10.37150/jimat.v6i2.3636Keywords:
Work Ethics, Patient Satisfaction, Healthcare Services, HospitalAbstract
This study seeks to investigate the correlation between the work ethics of healthcare personnel and patient satisfaction at UNIMUS Hospital in Semarang, Indonesia. Data were gathered using a qualitative methodology through comprehensive interviews with ten informants, comprising five healthcare professionals and five outpatient patients. The results indicate that ethical principles, including empathy, honesty, fairness, and professional accountability, significantly influence patients' favorable evaluations of healthcare services. Patients indicated increased satisfaction while receiving treatment characterized by respect, compassion, and transparent communication. Nonetheless, upholding ethical consistency poses a problem, particularly in the context of elevated workloads and administrative pressures. The research underscores the necessity for a cohesive ethical management framework that incorporates continuous training and performance assessment centered on ethical conduct. These findings advance the establishment of patient-centered healthcare practices rooted in professional ethics. In conclusion, work ethics should be regarded not merely as a moral duty but also as a strategic component in improving patient satisfaction and institutional trust in healthcare services.
References
Abadiga, M., Nemera, G., Hailu, E., & Mosisa, G. (2019). Relationship between nurses’ perception of ethical climates and job satisfaction in Jimma University Specialized Hospital, Oromia region, south west Ethiopia. BMC Nursing, 18(1), 1–10. https://doi.org/10.1186/s12912-019-0365-8
Alrubaiee, L., & Alkaa’ida, F. (2011). The Mediating Effect of Patient Satisfaction in the Patients’ Perceptions of Healthcare Quality-Patient Trust Relationship. In International Journal of Marketing Studies (Vol. 3, Issue 1). www.ccsenet.org/ijms
Aziz, M. A., Sari, Y. T., & Alhidayatullah, A. (2022). Analisis Kinerja Dokter Dalam Pengisian Rekam Medis dan Rawat Jalan Melalui Kepuasan Kerja.
Borhani, F., Alhani, F., Mohammadi, E., & Abbaszadeh, A. (2012). Professional ethical competence in nursing: The role of nursing instructors. Iranian Journal of Nursing and Midwifery Research, 17(7), 493–497.
Beauchamp, T. L., & Childress, J. F. (2013). Principles of Biomedical Ethics. 7, 8–25.
Court, D., & Khair Abbas, R. (2022). Insider-Outsider Research in Qualitative Inquiry: New Perspectives on Method and Meaning.
Creswell, J. W. (2023). Research Design : Qualitative, Quantitative, and Mixed Methods Approaches (6th ed.). Sage Publications Inc.
Creswell, J. W., & Creswell, J. D. (2018). Research Design Qualitative, Quantitative, and Mixed Methods Approaches. 1–438.
De Sordi, J. O. (2024). Qualitative Research Methods In Business Techniques for Data Collection and Analysis.
Donabedian, A. (2016). The Quality of Care How Can It Be Assessed? http://jama.jamanetwork.com/
Fereidooni, G. J., Ghofranipour, F., & Zarei, F. (2024). Interplay of self-care, self-efficacy, and health deviation self-care requisites: a study on type 2 diabetes patients through the lens of Orem’s self-care theory. BMC Primary Care, 25(1), 1–10. https://doi.org/10.1186/s12875-024-02276-w
Hayat, N., Sri Rahmadeni, A., & Marzuki. (2020). Hubungan Caring Perawat Dengan Kepuasan Pasien Rawat Inap di Rumah Sakit Rumah Harapan Bunda Kota Batam. In Jurnal Keperawatan Muhammadiyah (Vol. 5, Issue 1). http://journal.um-surabaya.ac.id/index.php/JKM
Karmadi, K., Dewi Lieskusumastuti, A., Nurhayati, I., Widiyanto, A., & Tri Atmojo, J. (2023). Meta-Analisis Pengaruh Empati Dalam Kualitas Pelayanan Terhadap Kepuasan Pasien di Rumah Sakit. http://jurnal.globalhealthsciencegroup.com/index.php/JPPP
Kosnan, W. (2019). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pasien Rawat Inap di Rumah Sakit Umum Daerah Kabupaten Merauke. In Bisnis dan Akuntansi (JEBA) (Vol. 21).
Mardiana Yusuf, R. (2018). The effect of employee ability, hospital’s ethic and leadership on job satisfaction through employee commitment: A study on an Indonesian Type A government hospital. Journal of Management Development, 37(1), 40–52. https://doi.org/10.1108/JMD-12-2016-0311
Miles, M. B., & Huberman, A. M. (2018). Qualitative Data Analysis (4th ed.). Sage Publications.
Moleong, L. J. (2017). Metodologi Penelitian Kualitatif. Remaja Rosdakarya.
Muhammad Sabil, T., Alhuda, A., & Lumban Gaol, L. (2024). Hubungan Motivasi Kerja dan Dengan Kepuasan Kerja Perawat di Rumah Sakit Umum Daerah Kabupaten Aceh TIMUR. In Jurnal Kesehatan Akimal (Vol. 2, Issue 2).
Nanditya IF, N., Mansur, M., & Huda, S. (2014). Determinant Factor of Health Worker Job Satisfaction at Hospital. Jurnal Kedokteran Brawijaya, 28(1), 47–53.
Neely, A. (2002). Business performance measurement: Theory and practice. Cambridge University Press.
Noor, I., Alhidayatullah, A., & Amal, M. K. (2023). Dimensions of Service Quality in Influencing Customer Satisfaction. Adpebi International Journal of Multidisciplinary Sciences, 2(2), 189-197.
Ortinau, C., Inder, T., Lambeth, J., Wallendorf, M., Finucane, K., & Beca, J. (2012). Congenital Heart Disease Affects Cerebral Size but not Brain Growth. Pediatric Cardiology, 33(7), 1138–1146. https://doi.org/10.1007/s00246-012-0269-9
Ozdoba, P., Dziurka, M., Pilewska-Kozak, A., & Dobrowolska, B. (2022). Hospital Ethical Climate and Job Satisfaction among Nurses: A Scoping Review. In International Journal of Environmental Research and Public Health (Vol. 19, Issue 8). MDPI. https://doi.org/10.3390/ijerph19084554
Pertiwi, W., Catur Putra, Y., Yuli Mayasari, F., & Frishia, A. (2024). Analisis Kepuasan Pasien Berdasarkan Sikap Profesi Kesehatan di RSU Muhammadiyah Metro. Journal Of Hospital Administration and Excellent Health Service, 1(1), 25–36.
Peterson Seran, A., Sundari, S., & Pakpahan, M. (2024). Analisis Kepuasan Pasien Terkait Kinerja Personal Perawat Di Rumah Sakit A. PPIMAN : Pusat Publikasi Ilmu Manajemen, 2(1), 243–252. https://doi.org/10.59603/ppiman.v2i1.308
Pramita, S., Samino, S., & Eka Sari, F. (2019). Faktor Kepuasan Pasien Peserta BPJS Kesehatan di Unit Rawat Inap Kelas III Rumah Sakit Umum Daerah Prabumulih. In Jurnal Dunia Kesmas (Vol. 8).
Putri Irnanda, C., & Surya Wanasida, A. (2022). Physician’s Professionalism and Patient Satisfaction in Hospitals and Clinics in Malang.
Rohmanto, F., & Susanti, A. (2021). Pengaruh Literasi Keuangan, Life Style Hedonis, dan Sikap Keuangan Pribadi Terhadap Perilaku Keuangan Mahasiswa. Ecobisma (Jurnal Ekonomi, Bisnis Dan Manajemen), 8(1), 40–48.
Sri Rahayuningsih, L. A., & Cahyaningrum, N. (2023). Pengaruh Sikap Empati Tenaga Kesehatan Terhadap Kepuasan Pasien: Meta Analisis.
Sudharman Hia, A., Ngadiran, A., & Hotmaida, L. (2023). Hubungan Kinerja Perawat Dalam Memberikan Asuhan Keperawatan Dengan Kepuasan Pasien di Rumah Sakit Umum Bethesda Serukam. Jurnal ILKES (Jurnal Ilmu Kesehatan), 14(2), 165–174.
Suyatmi, S., Latunreng, W., Yosepha, S. Y., & Ludfi Arifin, A. (2024). Analisis Pengaruh Kompetensi, Kedisiplinan, dan Budaya Kerja Tenaga Kesehatan terhadap Kepuasan Pasien Rawat Jalan di Rumah Sakit Umum Daerah Khidmat Sehat Afiat Kota Depok Provinsi Jawa Barat. Jurnal Penelitian Manajemen Terapan, 9(1), 64–73.
Tracy, S. J. (2013). Qualitative Research Methods.
Wu, J., Han, B., Fanelli, V., Wen, X., Huang, Y., Luo, A., Ghazarian, M., Wang, D., Khang, J., Morriello, F., Liaw, P. C., Marshall, J., Zhong, N., Guan, X., Slutsky, A. S., Li, Y., & Zhang, H. (2018). Distinctive Roles and Mechanisms of Human Neutrophil Peptides in Experimental Sepsis and Acute Respiratory Distress Syndrome. Critical Care Medicine, 46(9), e921–e927. https://doi.org/10.1097/CCM.0000000000003265
Yuli Susanti, T., & Apriana, R. (2017). Perilaku Caring Perawat dan Kepuasan Pasien di Rumah Sakit.
