Impact of Organizational Climate, Workload, and Patient-Centered Care in Hospital to Improve Nursing Service Quality

Anita Widi Hastuti ^1*, Qurrotul Aini ¹

This study showed how enhancing organizational climate, managing workload, and implementing patient-centered care improve nursing service quality.

Abstract

Background: The quality of hospital services is crucially influenced by employee professionalism, service effectiveness, and patient satisfaction. Poor service quality leads to increased patient dissatisfaction and complaints, reducing overall healthcare satisfaction. Enhancing nursing service quality is essential, focusing on factors like organizational climate, nurses' workload, and patient-centered care. Methods: A quantitative correlation study with a cross-sectional design was conducted at Roemani Muhammadiyah Semarang Hospital. The study involved 170 randomly selected nurses from the inpatient unit. Data were collected using structured questionnaires addressing organizational climate, nurses' workload, patient-centered care, and quality of nursing services. Statistical analysis was performed using the Spearman Rho Test to identify significant relationships between variables. Results: The majority of nurses reported a moderate organizational climate (81.2%), low workload (70.0%), and moderate patient-centered care (78.8%). Nursing service quality was predominantly moderate (76.5%). Significant positive relationships were found between organizational climate and nursing services (r=0.868, p<0.05), nurses' workload and nursing services (r=0.578, p<0.05), and patient-centered care and nursing services (r=0.934, p<0.05). Conclusion: The study demonstrates that a positive organizational climate, optimal nurses' workload, and effective patient-centered care are significantly associated with improved nursing service quality. Hospital management should prioritize these factors to enhance care quality.

Keywords: Nursing Service Quality, Organizational Climate, Nurses' Workload, Patient-Centered Care, Hospital Management

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