The Effect of Nurses' Clinical Competence and Therapeutic Communication on Service Quality (Case Study on the Emergency Department of Dr. Dradjat Prawiranegara Regional General Hospital, Serang)
Abstract
Nursing services in the Emergency Department (ED) require nurses to have adequate clinical competence and effective therapeutic communication skills, considering the characteristics of fast, precise, and high-risk services. However, the results of the internal evaluation of dr. Dradjat Prawiranegara Regional General Hospital, Serang show that there are still obstacles in the implementation of emergency room services, especially related to the clinical competence of nurses that are not optimal and therapeutic communication that is not consistent, so that it has the potential to affect the quality of services received by patients. This study aims to analyze the picture of clinical competence, therapeutic communication, and nurse service quality, as well as examine the influence of clinical competence and therapeutic communication both partially and simultaneously on the quality of services in the emergency room. The research method used is a quantitative approach with a survey method. This study involved 90 respondents who were patients or patients' families in the emergency room of dr. Dradjat Prawiranegara Regional General Hospital, Serang. Data was collected using a structured questionnaire that has been tested for validity and reliability. Data analysis was carried out through descriptive analysis to describe the condition of each variable, as well as multiple linear regression analysis to test the partial and simultaneous influence between the research variables. The results showed that clinical competence and quality of emergency room services were in the sufficient category and therapeutic communication was in the good category. Verifiably, clinical competence and therapeutic communication have a positive and significant effect both partially and simultaneously on the quality of emergency room services. Therapeutic communication is the variable that has the most dominant influence on service quality. This study shows that improving the quality of emergency room services requires an integrated approach that not only emphasizes the determination of clinical actions, but also on strengthening the therapeutic communication skills of nurses. Therefore, hospital management needs to prioritize the development of therapeutic communication competencies along with improving clinical competencies as part of efforts to improve the quality of emergency room services.