Analisis Komunikasi, Informasi, dan Koordinasi Perawat–Pasien Terhadap Pengalaman Pasien dalam Proses Pelayanan di Ruang Perawatan Bedah RSUD Madani Kota Palu Provinsi Sulawesi Tengah

ABSTRACT Increasing public expectations regarding the quality of health services have led to a shift in quality evaluation approaches, from assessing patient satisfaction to objectively measuring patient experience through Patient-Reported Experience Measures (PREMs), in which the effectiveness of communication, clarity of information, and coordination between nurses and patients play a crucial role in the care process. To examine the effects of nurse–patient communication, information, and coordination on patient experience in the service process in the Surgical Ward of RSUD Madani, Palu City, Central Sulawesi Province. This study employed a quantitative design with a cross-sectional approach. A total of 122 surgical inpatients were included using a total sampling technique. Data were collected using structured questionnaires assessing communication, quality of information, nurse–patient coordination, and PREMs-based patient experience, and were analyzed using simple linear regression and multiple linear regression tests. The analysis showed that communication (β = 0.45; p 0.001), information (β = 0.32; p = 0.002), and nurse–patient coordination (β = 0.28; p = 0.010) had significant effects on patient experience. Simultaneously, communication was identified as the most dominant factor influencing patient experience. Nurse–patient communication, information, and coordination play a significant role in shaping patient experience during the care process; therefore, strengthening these three aspects should be a primary focus in efforts to improve the quality of nursing services oriented toward patient-centered care. Keywords: Information, Communication, Nurse–Patient Coordination, Patient Experience. ABSTRAK Meningkatnya ekspektasi masyarakat terhadap kualitas layanan kesehatan menyebabkan perubahan pendekatan evaluasi mutu, dari penilaian kepuasan pasien menuju pengukuran pengalaman pasien secara objektif melalui Patient-Reported Experience Measures (PREMs), di mana efektivitas komunikasi, kejelasan informasi, dan koordinasi antara perawat dan pasien memegang peranan penting dalam proses pelayanan. Mengkaji pengaruh komunikasi, informasi, dan koordinasi perawat–pasien terhadap pengalaman pasien dalam pelayanan di Ruang Perawatan Bedah RSUD Madani Kota Palu Provinsi Sulawesi Tengah. Kuantitatif dengan desain cross-sectional. Penelitian melibatkan 122 pasien rawat inap bedah yang dipilih menggunakan teknik total sampling. Pengumpulan data dilakukan melalui kuesioner terstruktur yang menilai komunikasi, kualitas informasi, koordinasi perawat–pasien, serta pengalaman pasien berbasis PREMs, selanjutnya dianalisis menggunakan uji regresi linear sederhana dan regresi linear berganda. Analisis menunjukkan bahwa komunikasi (β = 0,45; p 0,001), informasi (β = 0,32; p = 0,002), dan koordinasi perawat–pasien (β = 0,28; p = 0,010) memiliki pengaruh yang bermakna terhadap pengalaman pasien. Secara simultan, komunikasi terbukti sebagai faktor yang memberikan kontribusi paling besar terhadap pengalaman pasien. Komunikasi, informasi, dan koordinasi perawat–pasien berperan signifikan dalam membentuk pengalaman pasien selama proses pelayanan, sehingga peningkatan dan penguatan ketiga aspek tersebut perlu menjadi fokus utama dalam pengembangan mutu pelayanan keperawatan yang berorientasi pada patient-centered care. Kata Kunci: Informasi, Komunikasi, Koordinasi Perawat–Pasien, Pengalaman Pasien.