Please Just Try to Submit This Sample AbsThe Influence of Hospital Case Manager to Nurses Satisfactiontract
Puga Sharaz Wangi (1*), Sri Sundari (2)

1* Hospital Administration Master, Postgraduate Program, Universitas Muhammadiyah Yogyakarta, Indonesia
2 Hospital Administration Master, Postgraduate Program, Universitas Muhammadiyah Yogyakarta, Indonesia

Abstract

Background: The implementation of patient-centered care (PCC) in hospitals is supported by Case Management, carried out by professionals called Case Manager (CM). Case Manager interact and collaborate with nurses as one of the primarily involved healthcare professionals in patient care. One of the indicators which can be used to evaluate CM is nurses^ satisfaction.
Purpose: This study seeks to measure and investigate the influence of case manager on nurses^ satisfaction.
Methods: This study was an analytical observational study, using quantitative methods with a cross-sectional approach. The data were collected using modified questionnaires from SERVQUAL, research of The Emergency Department Case Manager and quality of nursing services in Korea- then were descriptively analyzed and evaluated using Partial Least Square (PLS) analysis.
Results: The result showed most of the nurses (64,7%) were satisfied with CM. Case manager had significant influence on nurses^ satisfaction (p=0.000- R2=0.366). The dimensions of tangible, reliability, assurance, and empathy of SERVQUAL represented the concepts of access and support, patient involvement, respect, and information of PCC as CM performances which influences nurses^ satisfaction.
Conclusion: Hospital case managers influence nurse satisfaction. This indicates positive responses to CM performances and can be used to enhance the capability and skills of CM in hospitals to optimize the implementation of PCC.

Keywords: Case manager- Nurse satisfaction- Patient-centered Care- SERVQUAL

Topic: Management and Informatic Health Science