Evaluasi Beban Kerja Perawat terhadap Kinerja dan Kualitas Pelayanan: Literatur Review
DOI:
https://doi.org/10.32585/jmiak.v8i2.7307Abstract
Nurse workload is a critical issue in healthcare because it can impact service quality, performance, job satisfaction, and the physical and mental health of healthcare workers. Maintaining service quality requires a balance between the number of healthcare workers, job demands, and a supportive work environment. This literature review aims to review various studies that examine the effect of workload on nurse performance, job satisfaction, and service quality. Furthermore, it also identifies the role of other factors such as emotional intelligence, work motivation, work fatigue, and work environment conditions that can strengthen or weaken these effects. This review analyzed 15 articles from various healthcare institutions in Indonesia and abroad (South Korea, Turkey, Lebanon, Iran, and the United States). The selected articles focused on the topic of workload and its impact on nurse performance and service quality, with publications spanning 2020–2025. The research methods used varied, ranging from quantitative surveys and correlational studies to cross-sectional studies and structural modeling. Data were typically collected using questionnaires and analyzed using regression, path analysis, SEM, and other statistical techniques. Several studies have found that excessive workload can increase stress, fatigue, and burnout, thereby reducing performance and service quality. However, a well-managed workload tailored to capabilities can actually improve job satisfaction and service quality, especially when supported by strong emotional intelligence and motivation. Factors such as limitations in care delivery, job satisfaction, emotional exhaustion, and positive psychological capital also influence how workload impacts service outcomes. A supportive work environment and organizational support also play a crucial role in improving nurse performance. Staff shortages and an unbalanced nurse-to-patient ratio increase the workload and reduce service quality.
ABSTRAK
Beban kerja perawat menjadi isu penting dalam pelayanan kesehatan karena dapat memengaruhi kualitas layanan, kinerja, kepuasan kerja, serta kesehatan fisik dan mental tenaga kesehatan. Agar mutu pelayanan tetap terjaga, perlu keseimbangan antara jumlah tenaga kesehatan, tuntutan pekerjaan, dan dukungan lingkungan kerja. Literatur ini bertujuan untuk mengulas berbagai studi yang membahas pengaruh beban kerja terhadap kinerja, kepuasan kerja, dan kualitas pelayanan perawat. Selain itu, juga mengidentifikasi peran faktor-faktor lain seperti kecerdasan emosional, motivasi kerja, kelelahan kerja dan kondisi lingkungan kerja yang dapat memperkuat atau melemahkan pengaruh tersebut. Review ini menganalisis 15 artikel dari berbagai institusi layanan kesehatan di Indonesia dan luar negeri (Korea Selatan, Turki, Lebanon, Iran, Amerika Serikat). Artikel yang dipilih berfokus pada topik beban kerja dan dampaknya pada kinerja serta kualitas pelayanan perawat, dengan rentang publikasi 2020-2025. Metode penelitian yang digunakan bervariasi, mulai dari survei kuantitatif, studi korelasional, cross-sectional, hingga pemodelan struktural. Data biasanya dikumpulkan dengan kuesioner dan dianalisis menggunakan regresi, analisis jalur, SEM, dan teknik statistik lainnya. Beberapa penelitian menemukan bahwa beban kerja yang terlalu tinggi dapat meningkatkan stres, kelelahan, dan burnout, sehingga menurunkan kinerja dan kualitas pelayanan. Namun, beban kerja yang diatur dengan baik dan sesuai kemampuan justru dapat meningkatkan kepuasan kerja dan mutu pelayanan, apalagi bila didukung oleh kecerdasan emosional dan motivasi yang baik. Faktor seperti pembatasan dalam pemberian asuhan, kepuasan kerja, kelelahan emosional, dan modal psikologis positif turut memengaruhi bagaimana beban kerja berdampak pada hasil pelayanan. Lingkungan kerja yang mendukung dan adanya dukungan organisasi juga berperan penting dalam meningkatkan kinerja perawat. Kekurangan tenaga dan rasio perawat-pasien yang tidak seimbang menambah beban kerja dan menurunkan mutu layanan.
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