The relationship of work stress for health personnel with the quality of services at UPT Puskesmas Medan Sunggal
Article Sidebar
Main Article Content
Page: 393-403
Abstract
Introduction: The quality of healthcare services hospital staff provides is essential for advancing a hospital as a healthcare service provider. Work-related stress experienced by healthcare workers due to heavy workloads can impact patient care quality. This study examines the relationship between work-related stress among healthcare workers and service quality at UPT Puskesmas Medan Sunggal in 2023. Method: This study employs a quantitative research design with a cross-sectional approach. The population consists of 50 respondents, and a total sampling technique was applied, resulting in a sample size of 50 respondents. Data analysis includes univariate and bivariate analyses. Results: The chi-square statistical test revealed a significant relationship between work-related stress and service quality, with a p-value of 0.006 < α (0.05). This indicates a significant correlation between healthcare workers' stress levels and the quality of services at UPT Puskesmas Medan Sunggal in 2023. Conclusion: There is an important relationship between healthcare workers' stress levels and service quality at UPT Puskesmas Medan Sunggal. Most healthcare workers experience moderate stress (52%), while 66% of respondents express dissatisfaction with the services. The chi-square test confirms a significant association between these variables (p-value 0.006 < 0.05), highlighting the need for effective stress management strategies to improve service quality.
Downloads
Article Details
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
References
Agarwal, M. and Sharma, A. (2010). Relationship of Workplace Factors and Job Involvement of Healthcare Employees with Quality of Patient Care in Teaching and nonteaching Hospitals. Psychological Studies, 55(4), 374-385. https://doi.org/10.1007/s12646-010-0045-y
Aiken, L., Sloane, D., Ball, J., Bruyneel, L., Rafferty, A., & Griffiths, P. (2018). Patient satisfaction with hospital care and nurses in England: an observational study. BMJ Open, 8(1), e019189. https://doi.org/10.1136/bmjopen-2017-019189
Akbar, H., Amir, H., Ningsih, S., & Astuti, W. (2020). Hubungan mutu pelayanan petugas kesehatan terhadap minat kunjungan ulang pasien rawat jalan di puskesmas x. Pena Medika Jurnal Kesehatan, 10(2), 8. https://doi.org/10.31941/pmjk.v10i2.1247
Akbar, H., ku’e, S., & Kaseger, H. (2022). Hubungan beban kerja dengan stres kerja pada perawat di instalasi gawat darurat rsud kota kotamobagu. Jurnal Ilmiah Sesebanua, 6(1), 8-12. https://doi.org/10.54484/jis.v6i1.484
Alharbi, F., Alzneidi, N., Aljbli, G., Morad, S., Alsubaie, E., Mahmoud, M., & Saleh, S. (2021). Workplace violence among healthcare workers in a tertiary medical city in Riyadh: a cross-sectional study. Cureus. https://doi.org/10.7759/cureus.14836
Almenyan, A., Albuduh, A., & Al-Abbas, F. (2021). Effect of nursing workload in intensive care units. Cureus. https://doi.org/10.7759/cureus.12674
Alrashidi, N. A., Mahdi, G. H. A., Elmagd, M. H. A., Alshmemri, M. S., & Alghabbashi, M. T. (2022). Prevalence of Work-Related Stress and its Associated Factors among Healthcare Professionals at Jazan Region, Saudi Arabia. Journal of Pharmaceutical Negative Results, 1174-1183. https://doi.org/10.47750/pnr.2022.13.s01.144
Anjayati, S. (2021). Review artikel: analisis kualitas pelayanan terhadap kepuasan pasien di puskesmas menggunakan metode servqual. Nursing Care and Health Technology Journal (Nchat), 1(1), 31-38. https://doi.org/10.56742/nchat.v1i1.7
Ansyah, A. and Yani, K. (2022). Hubungan beban kerja dan kejenuhan kerja terhadap stres kerja perawat. Citra Delima Scientific Journal of Citra Internasional Institute, 6(1), 64-69. https://doi.org/10.33862/citradelima.v6i1.289
Arif, L. (2019). Kualitas pelayanan balai pemberantasan dan pencegahan penyakit paru di pamekasan. Dinamika Governance Jurnal Ilmu Administrasi Negara, 9(1). https://doi.org/10.33005/jdg.v9i1.1423
Babazadeh, M., Molavynejad, S., Parhamnia, Z., & Boroun, T. (2021). The interplay of occupational stress, sense of humor, and health status among nurses working at hospitals in Ahvaz. Journal of Medicine and Life, 14(2), 262-270. https://doi.org/10.25122/jml-2020-0032
Cotrău, P., Hodoșan, V., Vladu, A., Timar, C., Daina, L., Pantiș, C., … & Vernic, C. (2019). Occupational stress and burnout syndrome among ICU nurses. A prospective observational study. Central European Annals of Clinical Research, 1(1), 1. https://doi.org/10.35995/ceacr1010003
Dewi, N. and Santoso, R. (2020). Effect of nursing satisfaction level on service quality at inpatient installation in x hospital.. https://doi.org/10.2991/assehr.k.200331.156
Dyahjatmayanti, D. and Nuggroho, S. (2022). Pengaruh jaminan kesehatan kerja terhadap motivasi kerja karyawan bandar udara di masa pandemi covid-19. Jurnal Manajemen Dirgantara, 15(2), 206-214. https://doi.org/10.56521/manajemen-dirgantara.v15i2.755
El-Guindy, H., Rashed, N., Salam, F., & Maiz, A. (2022). Incivility and ostracism among staff nurses and its relation to the quality of care. Egyptian Journal of Health Care, 13(1), 1406-1420. https://doi.org/10.21608/ejhc.2022.227160
Geeo, N., Yuniar, N., & Hartoyo, A. (2022). Hubungan beban kerja, kedisiplinan dan stres kerja dengan kinerja pelayanan petugas puskesmas abeli di kota kendari tahun 2022. JAKK, 2(4). https://doi.org/10.37887/jakk.v2i4.38080
Hasana, M. (2022). Hubungan mutu pelayanan kesehatan dengan kepuasan pasien di puskesmas batoh kota banda aceh tahun 2022. JHMS, 93-105. https://doi.org/10.51178/jhms.v2i1.1023
Hj., Dr. mu’ah , SE M. 2021). kualitas pelayanan rumah sakit terhadap emosi dan kepuasaan emosi. Taman sidoarjo; P.187.
Koinis, A., Giannou, V., Angelina, S., Stratou, E., & Saridi, M. (2015). The impact of healthcare workers' job environment on their mental-emotional health. Coping strategies: the case of a local general hospital. Health Psychology Research, 3(1). https://doi.org/10.4081/hpr.2015.1984
Levterova, B. and Georgieva-Borukova, Y. (2022). Motivation and job satisfaction among hospital nurses in Bulgaria: a cross-sectional study. Srpski Arhiv Za Celokupno Lekarstvo, 150(9-10), 569-574. https://doi.org/10.2298/sarh210609080a
Liu, J., Wang, Q., & Lu, Z. (2010). Job satisfaction and modeling among township health center employees: a quantitative study in poor rural China. BMC Health Services Research, 10(1). https://doi.org/10.1186/1472-6963-10-115
Luther, Y. and Fauziah, A. (2022). Kecerdasan emosi dan problem-focused coping pada tenaga kesehatan di masa pandemi covid-19. arjwa, 1(2), 72-84. https://doi.org/10.35760/arjwa.2022.v1i2.7300
Ma, J., Chen, X., Zheng, Q., Yun, Z., Ming, Z., Wang, D., … & Li, X. (2021). Serious workplace violence against healthcare providers in China between 2004 and 2018. Frontiers in Public Health, 8. https://doi.org/10.3389/fpubh.2020.574765
Martin, L., Hauret, L., & Fuhrer, C. (2022). Digitally transformed home office impacts job satisfaction, stress, and productivity. Covid-19 findings. Plos One, 17(3), e0265131. https://doi.org/10.1371/journal.pone.0265131
Mehta, S. (2011). Service quality as a predictor of patient satisfaction. Journal of Health Management, 13(2), 211-229. https://doi.org/10.1177/097206341101300206
Milutinović, D., Golubović, B., Brkić, N., & Prokeš, B. (2012). Professional stress and health among critical care nurses in Serbia. Archives of Industrial Hygiene and Toxicology, 63(2), 171-180. https://doi.org/10.2478/10004-1254-63-2012-2140
Muhammad, I. (2014). Pemanfaatan SPSS dalam penelitian bidang kesehatan & umum. Bandung: Citapustaka Media Perintis.
Nia, H., Arslan, G., Naghavi, N., Froelicher, E., Kaveh, O., Sharif, S., … & Rahmatpour, P. (2021). A model of nurses’ intention to care of patients with covid‐19: mediating roles of job satisfaction and organizational commitment. Journal of Clinical Nursing, 30(11-12), 1684-1693. https://doi.org/10.1111/jocn.15723
Ningsih, S., Amir, H., Sarman, S., & Fauzan, M. (2022). Analisis kepuasan pasien dengan metode important performance analysis (ipa) di rsud datoe binangkang kabupaten bolaang mongondow. Promotif Jurnal Kesehatan Masyarakat, 12(1), 66-76. https://doi.org/10.56338/pjkm.v12i1.2459
Nisar, S. and Rasheed, M. (2019). Stress and performance: investigating the relationship between occupational stress, career satisfaction, and job performance of police employees. Journal of Public Affairs, 20(1). https://doi.org/10.1002/pa.1986
Nur'aeni, N., AB, A., & Haerani, H. (2019). Relationship quality of health services with the level of satisfaction of hospital patients. Comprehensive Health Care, 3(3), 113-120. https://doi.org/10.37362/jch.v3i3.227
Nurmadiah, N., Asikin, H., & Sari, R. (2022). Hubungan stres kerja dengan gangguan kesehatan perawat covid-19 selama pandemi di rsud andi makkasau parepare. Media Publikasi Promosi Kesehatan Indonesia (Mppki), 5(1), 1-6. https://doi.org/10.56338/mppki.v5i1.1829
Pamungkas, G. and Kusmiati, E. (2021). Analisis beban kerja sumber daya manusia (sdm) kesehatan di puskesmas ciwidey kabupaten bandung menggunakan metode workload indicators of staffing need (wisn). Jurnal Sehat Masada, 15(1), 93-101. https://doi.org/10.38037/jsm.v15i1.167
Puspita, L. and Nauli, M. (2021). Perbedaan tingkat stres kerja antara perawat instalasi gawat darurat (igd) dengan perawat instalasi rawat inap di rumah sakit umum dr.pirngadi medan. Miracle Journal, 1(1), 28-32. https://doi.org/10.51771/mj.v1i1.31
Puspitasari, D. I., Suprayitno, E., & Bustami, B. (2021). Tingkat stres kerja perawat instalasi gawat darurat pada masa pandemi covid-19. Wiraraja Medika: Jurnal Kesehatan, 11(1), 25-29.
Rachmawati, N. and Aristina, T. (2021). Aplikasi mobile mindfulness “get fresh and rilexs†dapat menurunkan stres perawat. Jhes (Journal of Health Studies), 5(1), 7-15. https://doi.org/10.31101/jhes.1147
Robat, R., Fauzi, M., Saruan, N., Yusoff, H., & Harith, A. (2021). Why so stressed? A comparative study on stressors and stress between hospital and non-hospital nurses. BMC Nursing, 20(1). https://doi.org/10.1186/s12912-020-00511-0
Rossi, A., Cetrano, G., Pertile, R., Rabbi, L., Donisi, V., Grigoletti, L., … & Amaddeo, F. (2012). Burnout, compassion fatigue, and compassion satisfaction among staff in community-based mental health services. Psychiatry Research, 200(2-3), 933-938. https://doi.org/10.1016/j.psychres.2012.07.029
Saleh, L. M., Russeng, S. S., Tadjuddin, I., & Nurul Mawaddah Syafitri, S. K. M. (2020). Manajemen Stres Kerja (Sebuah Kajian Keselamatan Dan Kesehatan Kerja Dari Aspek Psikologis Pada ATC). Deepublish. Retrieved from https://books.google.co.id/books?id=vzP4DwAAQBAJ
Samad, A., Memon, S., & Maitlo, A. (2021). Workplace incivility and turnover intention among nurses of the public healthcare system in Pakistan. Independent Journal of Management & Production, 12(5), 1394-1412. https://doi.org/10.14807/ijmp.v12i5.1409
Sembiring, C. M. B. (2021). Hubungan Beban Kerja Dengan Stres Kerja Pada Perawat Di Rumah Sakit Umum Imelda Pekerja Indonesia Medan (Doctoral dissertation, Universitas Medan Area).
Shahrour, G., Taha, I., Ali, A., & Alibrahim, M. (2022). The moderating role of social support on workplace violence and stress among psychiatric nurses. Nursing Forum, 57(6), 1281-1288. https://doi.org/10.1111/nuf.12792
Solon, M., Madu, Y., Tolidunde, M., & Megawati, M. (2021). Dampak beban kerja terhadap tingkat stres pada tenaga kesehatan selama masa pandemi covid 19. Jurnal Keperawatan Florence Nightingale, 4(2), 94-101. https://doi.org/10.52774/jkfn.v4i2.74
Srivastava, M. (2011). Anxiety, stress, and satisfaction among professionals in manufacturing and service organizations. Vision the Journal of Business Perspective, 15(3), 219-229. https://doi.org/10.1177/097226291101500302
Sugiarti, F., Kurniawati, L., & Susanti, Y. (2021). Scoping review: hubungan stres kerja dengan hipertensi pada tenaga kesehatan. Jurnal Integrasi Kesehatan & Sains, 3(1), 41-47. https://doi.org/10.29313/jiks.v3i1.7319
Sugiono. (2019) Metode Penelitian Bisnis : Pendekatan Kuantitatif, Kualitatif, Kombinasi dan R&D. Indonesia: Alfabeta.
Sumiati, N. and Sita, F. (2022). Kesejahteraan psikologis tenaga kesehatan indonesia selama pandemi covid-19: pengaruh strategi koping, dukungan sosial, dan faktor demografis. Journal of Psychological Science and Profession, 6(3), 199. https://doi.org/10.24198/jpsp.v6i3.36638
Suratri, M., Delima, D., Siswoyo, H., & Edwin, V. (2020). Hubungan antara kepuasan dan motivasi kerja pada tenaga kerja di bidang kesehatan di rumah sakit (risnakes 2017). Media Penelitian Dan Pengembangan Kesehatan, 29(4). https://doi.org/10.22435/mpk.v29i4.2041
Sureskiarti, E., Zulaikha, F., & Murniasih, E. (2020). Studi comparative : gaya kepemimpinan, beban kerja dan motivasi perawat untuk meningkatkan kualitas mutu pelayanan di unit pelayanan kesehatan. Prosiding Seminar Nasional Penelitian Dan Pengabdian Kepada Masyarakat, 1(1), 101-110. https://doi.org/10.24967/psn.v1i1.813
Susiloningtyas, L., Cahyono, A., & Wiseno, B. (2022). Kualitas pelayanan prima tenaga administrasi kesehatan dalam memberikan pelayanan administrasi kesehatan di rsud kabupaten kediri. Jurnal Ilmiah Pamenang, 4(2), 35-47. https://doi.org/10.53599/jip.v4i2
Wardhana, Z., Pramesti, T., Maytadewi, N., & Savitri, N. (2021). Pengaruh konflik dan stres kerja terhadap kinerja tenaga kesehatan di rsud wangaya denpasar. Bali Medika Jurnal, 8(1), 13-26. https://doi.org/10.36376/bmj.v8i1.163
Widyarni, A., Syahidan, G., Ishak, N., & Fauzan, A. (2022). Hubungan ketaksaan dan konflik peran dengan stres pada tenaga kerja di laboratorium k3 provinsi kalimantan selatan. An-Nadaa Jurnal Kesehatan Masyarakat, 9(1), 22. https://doi.org/10.31602/ann.v9i1.6898
Yanthi, D., Renaldi, R., Widodo, M., & Anggraini, C. (2021). Faktor yang berhubungan dengan kinerja tenaga kesehatan di UPTD Puskesmas Kuok Kabupaten Kampar. Jurnal Kesehatan Global, 4(1), 26-32. https://doi.org/10.33085/jkg.v4i1.4775
Yassi, A. and Hancock, T. (2005). Patient-worker safety: building a safety culture to improve healthcare worker and patient well-being. Healthcare Quarterly, 8(sp), 32-38. https://doi.org/10.12927/hcq17659
Yuliati, Y. and Joseph, K. (2022). The effect of triage on occupational health at the Kembangan Hospital during the COVID-19 pandemic. Jurnal Keperawatan Galuh, 4(2), 45. https://doi.org/10.25157/jkg.v4i2.8363