An Overview of the Perceptions Toward the Services Provided by the Jururawat Masyarakat in the Selected Areas

ABSTRACT

Backgroud: A cross sectional descriptive study using questionnaires and focus group discussions to study the extend of care delivered by Jururawat Masyarakat (JM) with respect to Knowledge and Communication.

Methods: 427 respondents were from Klinik Desa in the study of client satisfaction on the JM care delivery. 7 nursing personnel in the focus group on their perception of the service delivery by JM and 92 JM gave their perception towards their level of satisfaction of the training programme. Convenient sampling was used. Data was analyzed using SPSS version 15.

Results: Generally, level of satisfaction of the respondents was high. Respondents' main age groups were 26-30 years (34.2%) and 31-40 years (28.8%); mainly married (96.0%); had 2 to 5 number of children (59.7%); slightly more than half were housewives (52.0%) and mostly from secondary level of formal education (77.5%). The ranking for the most desire characteristic of the JM was friendliness (66.0%). While the view from Focus Group Discussion among the nursing management team from 7 disciplines mentioned as a whole JM performance was satisfactory and attitude was the major concern. For the training programme that was evaluated by JM themselves was found to be at least 70% level of satisfaction. The respondents (51.1%) were mostly from 1year to < 5 years of service in current clinics and their total years of service < 5 years (38%), and 5 years to < 13 years (39.1%).

Discussion: Client satisfaction surveys showed evidence of positive client satisfaction. There was still areas need for enhancement in the training programme especially the physical setting and supporting services in the learning institution.

1 INTRODUCTION

1.1 PROBLEM STATEMENT

Nurses are the major numbers in the health care system. There are two major categories of nurses; JM and staff nurses. JM served mostly in the communities and some in the hospitals while staff nurses were mainly in hospitals whereas some were in the community areas. According to statistic from Nursing Board of Malaysia, there are 16,792 JM, slightly more than half of them (9677) serving in the communities and the rest (7115) in hospitals. Currently there are issues such as 'Are the JM meant for the hospitals?' or 'How good are JM providing the service? It is timely to link the service delivery by JM and patient/client level of satisfaction by determining the perceptions of stakeholders such as patient in the Klinik Desa, nursing personnel in the hospitals and JM who deliver the service. Their perceptions have become valuable and important components in the assessment of services given. Patients/clients, the consumers are able to provide information about the services given with emphasis on the interpersonal skill of staff and their overall satisfaction. Client satisfaction is of prime importance as one of the measure for the service given because it allows providers to obtain the level of success at meeting those client needs. The measurement of satisfaction is, therefore, an important tools for nursing training institution to further enhance the training programme for better service.

The purpose of this survey is to provide the overview of the perceptions toward the services given by the JM by determining patient satisfaction in the KD, perception of nursing personnel on the JM services in the hospital setting and perception of JM level satisfaction towards training programme. The findings will be used to make recommendations for the enhancement of the training programme.

1.2 LITERATURE REVIEW

Quality healthcare is part of the major concern nowadays. According to Dr W. Edwards Deming, who dominate the world for quality and customer satisfaction, emphasize that quality is meeting the needs and expectations of the customer. Meaning that to get information through the feedback of internal client, external client or stakeholders satisfaction and expectations is essential for improving the business services. Similarly Hospitals, Clinics and Medical services need continuous effort to determine the needs of health care customers and tailor their services to meet those needs as well as to attract more clients to use the services provided for them. There are number of studies on the patient satisfaction in relation with medical services, hospital staff like doctors, nurses and technician, show that communication skills and patient rapport skills are some essential determinants of their satisfaction. Others emphasize that satisfaction with the process can be more important than satisfaction with the outcome. There are also studies indicate that It is equally important for people to feel that they have been treated with respect and given the opportunity to voice their concerns. Satisfied clients are more likely to comply with treatment and advice and to return for additional care as necessary (Aharony and Strasser 1993; Lochman 1983). They are also more willing to pay for services (Scott and Smith 1994). Studies show that client satisfaction can lead to better health outcomes. In addition, many scientific evidences linking employee satisfaction and customer satisfaction.

1.3 OBJECTIVES

General Objective

The overview of the perceptions toward the services provided by the JM In The Selected Areas.

1. Clients' perception towards the service provided by JM

2. Nursing personnel's perception towards the service provided by JM in hospital setting

3. JM's perception towards the training programme

Specific objectives

1. To study the perception of client satisfaction in Klinik Desa with respect to

a. Knowledge

b. Communication

2. To describe the perception of nursing personnel on the service delivered by JM in hospital setting.

3. To describe the level of satisfaction of JM towards training programme .

4. To give recommendation to enhance training programme.

2 METHODOLOGY

2.1 STUDY DESIGN

A cross sectional descriptive study using questionnaires and focus group discussions. First set of questionnaire was to study the perception of client satisfaction in Klinik Desa with respect to Knowledge and Communication and questionnaire was applied