Implementation of Effective Communication in Improving Patient Safety Standards at Jasa Kartini Tasikmalaya Hospital

Abstract

Patient safety is a top priority in hospitals; however, it is often hindered by poor communication among healthcare professionals. According to Minister of Health Regulation No. 11 of 2017, the patient safety system must ensure the provision of safe care. At Jasa Kartini Hospital in Tasikmalaya, there were 76 incidents attributed to poor communication from 2021 to 2023, with new communication standards reaching only 40% compliance. This study aims to analyze effective communication in support of patient safety standards at the hospital. A qualitative approach was employed using a case study design, with subjects selected through purposive sampling, consisting of eight individuals with relevant experience. Data were collected through in-depth interviews. The results indicated that communication when receiving instructions via telephone was in accordance with the KARS Accreditation Survey Instrument. However, obstacles emerged due to changes in the electronic medical record system and high staff turnover, which affected nurses' understanding of the provided instructions. In reporting critical diagnostic results, although the process was detailed and effective, there was a discrepancy in the reporting time frame: 60 minutes instead of the 30 minutes stipulated by KARS standards. For handover communication, the application of the SBAR method proved effective in ensuring continuity and smoothness of nursing tasks. Overall, while communication in the hospital met most accreditation criteria, improvements are still needed to address existing obstacles, particularly in system operations and staff training.