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Nama : Maria Imakulata WahyoProgram Studi : Kajian Administrasi Rumah SakitJudul Tugas Akhir : Pengembangan Prosedur Tetap dan Kriteria Clinical MeetingDalam Rangka Upaya Pelaksanaan Tata Kelola Klinis Yang Baikdi Rumah Sakit Santo Borromeus Kriteria clinical meeting yang telah disusun tahun 2011 di Rumah Sakit Santo Borromeuskurang disosialisasikan, sementara potensi komplain menjadi tuntutan bertambah banyak.Tujuan penelitian menganalisis kriteria dan menyusun prosedur tetap pelaksanaanclinical meeting. Metode penelitian adalah kualitatif dengan wawancara pertanyaanterbuka kepada dua belas informan yang ditentukan dengan mekanisme purposif dandilakukan analisis konten. Kecukupan informan diperoleh dengan mekanisme ldquo;snowballing rdquo;. Langkah terakhir dilakukan Fokus Grup Diskusi bersama manajemen untukmendapatkan saran atau rekomendasi yang sahih. Penelitian ini menemukan bahwakriteria yang telah disusun sulit dalam penerapannya dan tidak sederhana denganmenggunakan bobot dan skor. Rekomendasi penelitian setelah case manager melakukanevaluasi kepada pasien, bila didapatkan skor penapisan lebih dari sepuluh, melakukanpenilaian ulang empat aspek yaitu usia dan tingkat kesadaran, prognosa dubia dan atauad malam, gagal organ dua atau lebih dan tindakan berisiko tinggi, apabila ditemukansalah satunya kecuali usia dan tingkat kesadaran maka clinical meeting akan diusulkankepada Komite Medik melalui Direktur Medis. Komite medik dalam menyelenggarakantata kelola klinis yang baik melalui pelaksanaan clinical meeting, akan menerima usulandari case manager dan Biro Pemasaran dan Pengelolaan Pelanggan. Case manajer yangberkualitas diharapkan sebagai alat perwakilan manajemen mampu menyelenggarakan clinical meeting.

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ABSTRACT
Developing A Permanent Clinical Meeting Procedure In St. Borromeus HospitalAbstractIn 2011, St. Borromeus Hospital has composed a criteria for clinical meeting, but is not well socialized, while facing the increasing potention of medical law suit. The purpose of this research is to analyze the existing criteria and establish a permanent clinical meeting procedure. The method is qualitative with open questionnaire interview to twelve informants sorted with purposive mechanism, snow balling mechanism and content analysis. The final step is by performing a Focused Group Discussion to get valid advice and reccomendation. We found that all informants expressed that the earlier clinical meeting criteria is difficult to aplly due to it rsquo s complicated scoring. The new criteria involves the role of Case Manager that will screen the patients. We suggested that all patients with score eleven or higher is further evaluated using four criterias age and level of consciousness, prognosis dubia and or ad malam, organ failure involving two or more organs, high risk procedures. Any criterias other than age and level of consciousness, the case manager will propose a clinical meeting to medical committee with the acknowledgement of Medical director. Medical Committee will also receive suggestion from customer management. A qualified Case Manager is expected to represent the management in holding clinical meeting. Keyword case manager clinical meeting

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Pelaksanaan interprofessional collaboration (IPC) oleh perawat belum optimal. Manajer Pelayanan Pasien (MPP) mempunyai peran yang dapat meningkatkan pelaksanaan IPC. Penelitian ini bertujuan agar teridentifikasinya gambaran pelaksanaan IPC, peran MPP yang dipersepsikan perawat dan MPP, serta hubungan peran MPP dengan pelaksanaan IPC oleh perawat dengan menggunakan desain cross sectional. Pelaksanaan IPC diukur menggunakan instrumen yang dimodifikasi dari Assessment of Interprofessional Team Collaboration Scale (AITCS) II dan Interprofessional Collaboration Scale. Peran MPP diukur menggunakan instrumen yang dimodifikasi dari National Study From the Commission for Case Manager Certification. Responden penelitian berjumlah 157 perawat. Pelaksanaan IPC oleh perawat memiliki rerata 96 (74,1%). Peran MPP berdasarkan persepsi MPP memiliki rerata 111,7 (90%), sedangkan menurut persepsi perawat memiliki rerata 92 (75%). Hasil penelitian didapatkan adanya hubungan peran MPP dengan pelaksanaan IPC (p< 0,001; α: 0,05). Faktor lain yang berhubungan ialah usia (p= 0,028; α: 0,05), lama kerja (p= 0,042; α: 0,05), dan level kompetensi (p= 0,004; α: 0,05). Peran MPP yang paling berhubungan dengan pelaksanaan IPC ialah peran informational (koefisien B= 0,727). Manajer pelayanan pasien disarankan meningkatkan peran informational sehingga ada proses pertukaranan informasi antara MPP dan PPA yang meningkatkan pelaksanaan IPC. Direktur pelayanan medis disarankan untuk melakukan advokasi mengenai peran MPP kepada seluruh PPA.

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The implementation of interprofessional collaboration (IPC) by nurses is not yet optimally conducted. The Case Managers (CM) has a role that can improve the implementation of the IPC. This research aimed to identify the description of the implementation of IPC, the role of CM perceived by nurses and CM, and the relationship between the role of CM and the implementation of IPC by nurses using a cross sectional design. The implementation of IPC was measured using an instrument modified from Assessment of Interprofessional Team Collaboration Scale (AITCS) II and Interprofessional Collaboration Scale. The role of CM was measured using an instrument modified from National Study From the Commission for Case Manager Certification. The research respondents were 157 nurses. The implementation of IPC by nurses had an average of 96 (74.1%). The role of CM based on CM perception had an average of 111.7 (90%), while based nurses perception it had an average of 92 (75%). The research results found a relationship between the role of CM and the implementation of IPC (p< 0.001; ±: 0.05). Other related factors were age (p= 0.028; ±: 0.05), working time (p= 0.042; ±: 0.05), and level of competence (p= 0.004; ±: 0.05). The role of CM which was most related to the implementation of IPC was the informational role (coefficient B = 0.727). The CM is suggested to increase the informational role so that there is a process of information exchange between CM and PPA that improves the implementation of IPC. The director of medical services is suggested to conduct an advocacy for the role of CM to all PPA.

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Terdapat sekitar 10-15% klaim yang tertunda pembayarannya di Rumah Sakit Umum Daerah dr Kanujoso Djatiwibowo. Tujuan penelitian ini adalah mengetahui faktor-faktor yang berpengaruh pada tertundanya klaim Badan Penyelenggara Kesehatan Sosial Kesehatan sesuai panduan klaim dan perjanjian kerjasama. Sumber data yang diambil berasal dari jumlah klaim yang tertunda di Rumah Sakit Umum Daerah dr. Kanujoso Djatiwibowo periode Januari - Maret 2016 dan menggali penyebab terjadinya permasalahan tersebut melalui informan. Penelitian bersifat kuantitatif dan kualitatif dengan metode deskriptif analitik menggunakan studi retrospektif dari data sekunder resume medis yang tidak lengkap dan wawancara serta diskusi. Hasil penelitian menunjukkan faktor yang mempengaruhi klaim tertunda adalah ketidaklengkapan resume medis yang didominasi ketiadaan tanda tangan Dokter Penganggungjawab Pasien ( DPJP) disebabkan didapatkan adanya tugas ganda pada case manager sehingga terjadinya keterlambatan dalam penyelesaian resume medis elektronik. Saran yang diajukan adalah penggunaan rekam medis elektronik, pemisahan tugas antara case manager dengan dokter ruangan, peningkatan kepatuhan case manager untuk menulis sejak awal data resume medis pasien antara lain dengan penilaian kinerja dan remunerasi terintegrasi

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ABSTRACT
There was 10-15% pending of claim because uncomplete medic in dr. Kanujoso Djatiwiwo Hospital. The purpose of this study is to find factors affecting pending of claims of Badan Penyelenggara Jaminan Sosial Kesehatan as claims guidance and contract paper. Data sources has taken from pending of claims of dr Kanujoso Djatiwibowo hospital periode January ? March 2016 and see the deeper problem behind this problems through informans. This study is quantitative qualitative research with analitic describtion method with retrospective study from pending of claims, interview and discussion. The result from this study shows factor affecting pending of claims is the absence of specialist doctor who responsible for the patien because there is double function from case manager that effect delaying completing electronic medical resume. Suggest to use immediately electronic medical record, splitting job for case manager and doctor on ward, increasing obedience to write patien data from beginning such as performance evaluation and integrated remuneration.

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Nama : Ana LusiyanaProgram Studi : Kepemimpinan dan Manajemen dalam KeperawatanJudul : Analisis Antara Kompetensi Manajerial Case Manager dengan Burnout, Turnover Intention, dan Kinerja Perawat di Rumah SakitPembimbing : Dr. Hanny Haniyani, S.Kp., M.Kep Abstrak Burnout atau kelelahan emosional, turnover intention atau sikap memutuskan untuk pindah kerja, dan belum optimalnya kinerja perawat merupakan komponen mutu asuhan keperawatan yang masih bermasalah. Resiko yang muncul akibat adanya burnout, turnover intention, dan rendahnya kinerja perawat yaitu tidak efektifnya asuhan keperawatan pasien yang dapat menurunkan kualitas pelayanan. Tujuan penelitian ini mengidentifikasi dampak kompetensi manajerial case manager terhadap burnout, turnover intention, dan kinerja perawat. Metode penelitian menggunakan desain cross sectional di tiga rumah sakit dengan 235 responden. Hasil analisis menyatakan bahwa terdapat hubungan antara kompetensi manajerial case manager dengan burnout, turnover intention,dan kinerja perawat. Alternatif solusi untuk meningkatkan efektifitas alur pasien yaitu mengoptimalkan peran dan fungsi case manager. Perlu adanya peningkatan kompetensi case manager melalui internalisasi peran dan fungsi manajerial case manager serta pendidikan informal maupun formal untuk dapat menurunkan burnout, turnover intention, dan kinerja perawat. Kata Kunci: burnout, case manager, kinerja, kompetensi, turnover intention

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ABSTRACT
Name Ana LusiyanaStudy Program Leadership and Management in NursingTitle Relationship rsquo s Analysis between Nurse Case Manager with Nurse Burnout, Turnover Intention, and performance Counselor Dr. Hanny Handiyani, S.Kp., M.Kep Burnout or emotional fatigue, turnover or attitude deciding to quit from work, and low nurse rsquo s performances nurses are quality component of nursing care which still problematic in hospotal management. Greatest risk arising from burnout, turnover intention, and the low performance of nurses is ineffective nursing care which can reduce the quality of service. The purpose of this study was to identified impact of managerial competence of nurse case manager on burnout, turnover intention, and nurse performance. Research method used in this research was cross sectional design in three hospitals with 235 respondents. The results from analysis indicate that there is a relationship between managerial competence case manager with burnout, turnover intention, and nurse performance. Alternative solutions to improve the effectiveness of the patient care is to optimize the role and function of the case manager. There needs to be increased case manager competence through internalization of the role and function of managerial case manager and informal and formal education to reduce burnout, turnover intention, and nurse performance. Key word burnout, case manager, performance, competency, turnover intention

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Manajemen Pelayanan Pasien merupakan peran yang dijalankan oleh case manager, agar tercipta pelayanan yang bermutu dengan biaya yang efisien. Penelitian ini bertujuan untuk mengevaluasi peran case manager terhadap kendali mutu dan kendali biaya pasien rawat inap bedah dengan penjaminan JKN di RS UI tahun 2022. Penelitian menggunakan pendekatan sistem menurut Donabedian dan teori KARS. Kendali mutu dilihat dari LOS, tingkat kepuasan pasien, kepatuhan penerapan clinical pathway, kepatuhan visit dokter, serta penundaan operasi elektif. Kendali biaya dilihat dari selisih klaim dan tagihan RS dan formulasi biaya tindakan. Pada penelitian ini, data kuantitatif diambil dari data sekunder melalui data rekam medis pasien, hasil telaah dokumen dari berkas tagihan pasien, tarif INA-CBG’s, data laporan operasi, dan data Komite Mutu Rumah Sakit. Data diolah dengan Ms. Excel dan didapatkan tiga (3) tindakan terbanyak yaitu odontektomi, SC, dan AV shunt. Studi kualitatif, dilakukan dengan Focus Group Discussion untuk mendapatkan formulasi pembiayaan tindakan dan wawancara mendalam. Didapatkan hasil peran case manager di RS UI sudah mengalami perbaikan dibandingkan tahun 2021, kinerja case manager sudah baik berdasarkan selisih klaim, pengendalian LOS, tingkat kepuasan pasien, tingkat kepatuhan visit dokter, dan tingkat kepatuhan terhadap clinical pathway. Hanya tingkat penundaan operasi elektif di RS UI masih belum tercapai target. ......Patient Service Management is carried out by case manager to create quality services with efficient cost. This study aims to evaluate the role of case managers on quality and cost control of surgical inpatients with JKN assurance at the UI Hospital in 2022. This study uses the concept of Donabedian and KARS theory. Quality control is seen from LOS, patient satisfaction, compliance clinical pathway, compliance doctor visits, and delays in elective surgery. Cost control is seen from the difference between INA-CBG's claims and hospital bills and cost formulations. Secondary data were collected from medical record and document review. The data were processed with Ms. Excel. The three common                                                       procedures conducted with FGD and interviews to find out the role of case managers. It was found that the role of the case manager at UI Hospital had improved compared to 2021. Case manager's performance is good based on the difference in overall surgical patient klaims, LOS control, the level of patient satisfaction, the level of compliance with doctor visits , the level of compliance with the clinical pathway. Only the level of delay in elective surgery at UI Hospital has not reached the target.

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Latar Belakang: Stadium saat terdiagnosis merupakan faktor prognostik terpenting yang menentukan kesintasan pasien kanker kolorektal (KKR). Sebagian besar pasien terdiagnosis pada stadium lanjut dan dilaporkan mengalami keterlambatan diagnosis dan terapi. Penelitian ini bertujuan untuk mengetahui peran case manager dalam efisiensi waktu tunggu diagnosis dan terapi serta melihat faktor-faktor yang memengaruhi keterlambatan diagnosis dan terapi tersebut. Metode: Studi analisis deksriptif dengan desain potong lintang untuk mengetahui hubungan antara faktor-faktor yang memengaruhi keterlambatan diagnosis dan terapi pada pasien KKR yang dengan case manager dan tanpa case manager yang dirujuk ke Departemen Radioterapi Rumah Sakit Cipto Mangunkusumo periode Juli 2018 sampai Maret 2019. Hasil: Sebanyak 20 pasien yang memenuhi kriteria inklusi, enam pasien didampingi oleh case manager dan 14 pasien tidak. Total enam pasien (100%) yang dengan case manager tidak ada yang mengalami keterlambatan diagnosis dan terapi, sedangkan pada kelompok yang tanpa case manager didapatkan keterlambatan diagnosis pada tiga pasien (21,4%), keterlambatan terapi pada empat pasien (28,6%) dan keterlambatan sistem pada lima pasien (35,7%), meskipun hal ini tidak bermakna secara statistik (p > 0,05). Didapatkan waktu tunggu diagnosis yang lebih singkat pada kelompok case manager versus tanpa case manager [14 hari (SB 13) versus 18,5 hari (SB 13); p 0,496]. Hasil serupa juga terlihat pada waktu tunggu terapi [17,5 hari (SB 6,7) versus 21,5 hari (9-189 hari); p 0,076]. Tidak didapatkan hubungan yang bermakna secara statistik antara usia, tingkat pendidikan, domisili, dan stadium saat terdiagnosis dengan keterlambatan diagnosis dan terapi. ......Background: The stage of a colorectal cancer (CRC) at the time of treatment is the most important prognostic factor influencing survival. Majority of CRC patients are diagnosed at an advanced stage and eventually experiencing delay in diagnosis and therapy. The aim of this study was to investigate the effectiveness of case manager oncology in shortening the waiting time for diagnosis and therapy and analyse factors influencing the delay. Method: A descriptive cross-sectional study was conducted to determine the relationship between factors influencing the delay in diagnosis and therapy in CRC patients with or without accompaniment of case manager who were referred to Radiotherapy Department of Cipto Mangunkusumo Hospital during period July 2018 to March 2019. Result: There were 20 eligible patients enrolled in this study, 6 patients were assisted by case manager and 14 patients were not. None patients (100%) having delay of diagnosis and therapy in case manager group while in non-case manager group there were 3 patients (21.4%) having delay in diagnosis, 4 patients (28.7%) having delay in therapy, and 5 patients (35.7%) delay in system, although no statistically significant differences were found. The waiting time for diagnosis was shorter in case manager group versus non-case manager group [14 days (SD 13) versus 18,5 days (SD 13); p 0,496] and similar result were also seen in waiting time for therapy [17,5 days (SD 6,7) versus 21,5 days (9-189 days); p 0,076]. There were no significant association between age, level of education, place of residence, and stage at diagnosis with delay in diagnosis and therapy.

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Pandemi Covid-19 menjadi tantangan bagi RS UI dalam mengedepankan pelayanan kepada pasien yang bersifat holistik, demi kepentingan dan keselamatan pasien. Case manager merupakan jabatan baru di RS UI, sehingga dianggap masih memiliki banyak celah dalam penerapannya. Peran case manager dirasakan belum optimal di lapangan, terutama oleh klinisi dan manajemen. Tujuan penelitian adalah untuk merumuskan tugas pokok fungsi case manager dalam pelayanan pasien Covid-19, dan mengidentifikasi peran yang telah dilaksanakan oleh case manager. Penelitian ini merupakan penelitian non eksperimental kualitatif, menggunakan pendekatan fenomenologi dengan desain potong lintang. Peneliti menemukan bahwa case manager RS UI belum menjalankan peran sesuai rumusan tugas pokok fungsi case manager yang ada dalam standar akreditasi RS; rumusan tugas pokok fungsi case manager belum sesuai dengan kebutuhan pelayanan pasien Covid-19 di RS UI, sehingga case manager RS UI belum menjalankan peran sesuai rumusan tugas pokok fungsi case manager untuk kebutuhan pelayanan pasien Covid-19 di RS UI. Secara garis besar, terdapat tiga hambatan peran case manager, yaitu hambatan pengorganisasian, hambatan aktivitas, dan hambatan evaluasi. Peneliti merekomendasikan agar tupoksi case manager tetap memenuhi standar akreditasi, dan disesuaikan dengan karakteristik RS. Selain itu, perlu dilakukan penguatan case manager secara kualitas dan kuantitas, agar dapat berperan lebih optimal. ......The Covid-19 pandemic is a challenge for UI Hospital in prioritizing its services to patients that are holistic in nature, for the benefit and safety of patients. Case manager is a new position at UI Hospital, so it is considered that there are still many gaps in its implementation. The role of the case manager is felt to be not optimal in the field, especially by clinicians and management. The purpose of the study was to formulate the main duties and functions of the case manager in the service of Covid-19 patients, as well as to identify the roles that have been carried out by the case manager. This research was a non-experimental qualitative using a phenomenological approach with a cross-sectional design. The researcher found that the case manager of the UI Hospital had not carried out the role according to the formulation of the main duties and functions of the case manager in the hospital accreditation standard; The formulation of the main duties and functions of the case manager was not in accordance with the service needs of Covid-19 patients at the UI Hospital. Therefore, the case manager was considered not to have carried out the roles accordingly for the service needs of Covid-19 patients at the UI Hospital. Thus, in general terms, there are three barriers to the role of the case manager, namely organizational barriers, activity barriers, and evaluation barriers. The researcher recommends that the main duties of the case manager still meet accreditation standards, and are adjusted to the characteristics of the hospital. In addition, it is necessary to strengthen case managers in terms of quality and quantity, so that they can play a more optimal role.

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Latar Belakang : Di Indonesia, Kanker Nasofaring (KNF) merupakan insiden terbanyak ke lima yang mencapai 5.2% dari seluruh kasus kanker, dan merupakan kanker terbanyak ke tiga pada laki-laki serta penyebab kematian ke tujuh akibat kanker. Tatalaksana kanker menjadi semakin kompleks sehingga meningkatkan risiko terjadinya keterlambatan pada penanganan kanker, dan kanker nasofaring (KNF) adalah salah satu diantaranya. Penelitian ini dilakukan untuk mengidentifikasi faktor-faktor keterlambatan penatalaksanaan kanker dan mengetahui peran dan hubungan case manager terhadap keterlambatan diagnosis dan terapi pada pasien KNF. Metode : Penelitian potong lintang retrospektif terhadap 110 pasien kanker nasofaring yang dirujuk ke RSCM periode Juli 2018-Maret 2019, dilihat karakteristik pasien, peran case manager terhadap faktor keterlambatan diagnosis dan terapi yang didapat. Analisis univariat, bivariate, chi square, kolmogorov smirnov dan kaplan Meier dilakukan pada pasien yang memenuhi kriteria inklusi. Hasil : Didapatkan 64,6% pasien adalah laki-laki, rerata usia 44 (12-66) tahun, rujukan internal RSCM 83,3% dengan perujuk 90% dari Departemen THT-KL. Sebagian besar pasien datang dengan stadium IV A (64,6%) dengan domisili terbanyak dari luar DKI Jakarta (81,3%). Secara umum didapatkan perbedaan yang signifikan pada kelompok tanpa pendampingan case manager lebih banyak mengalami keterlambatan diagnosis dibandingkan pada kelompok yang dengan pendampingan case manager (73,3% versus 24,2%; P = 0,001). Demikian pula pada keterlambatan tindakan pengobatan atau terapi (86,7% versus 54,5%; P = 0,031), namun tidak berbeda signifikan pada waktu tunggu keseluruhan pelayanan pasien, walaupun secara proporsi tetap lebih tinggi waktu tunggu pelayanan pasien pada yang tanpa pendampingan case manager (60% versus 54,5%; P = 0,724). Untuk faktor yang mempengaruhi keterlambatan tatalaksana kanker lainnya didapatkan tidak ada hubungan yang bermakna antara usia, tingkat pendidikan dan tempat tinggal terhadap keterlambatan waktu diagnosis ataupun terapi. Kesimpulan : Case manager terbukti dapat mengoptimalkan pelayanan kesehatan sehingga dapat memperbaiki waktu tatalaksana pada pasien kanker Nasofaring di RSCM. ......Background: In Indonesia, Nasopharyngeal Cancer (NPC) is the fifth highest incidence which reaches 5.2% of all cancer cases, and is the third most cancer in men after lung cancer and liver cancer and the seventh cause of cancer death. The management of cancer became more complex which increasing the risk of delays in cancer treatment, and nasopharyngeal cancer (NPC) is one of them. This study was conducted to identified the delay factors in cancer management and to determine the role and relation of case manager on factors from diagnosis delay and treatment delay for NPC patients. Methods: A retrospective cross sectional study of 110 nasopharyngeal cancer patients reffered to Cipto Mangunkusumo General Hospital (RSCM) for the period of July 2018-March 2019, analyzed the characteristics of patients and the role of case managers on the factors of diagnosis and treatment delay obtained. Bivariate, univariate, chi square, kolmogorov smirnov and kaplan Meier analyzes were performed on patients who met the inclusion criteria. Results: Obtained 67.1% of patients were men, mean age of patients 44 (12-66) years old, RSCM internal majority of patients came with stage IV A (64.6%) and staying mostly outside from DKI Jakarta area (81.3%). In general, there were significant differences in the group without case manager had a higher delay in diagnosis than in the group with the case manager (73.3% versus 24.2%; P = 0.001). Same as in treatment delay (86.7% versus 54.5%; P = 0.031), but not significantly different in awaiting time overall patient care, however in a proportion, the waiting time for patient care was higher in group without case manager (60% versus 54.5%; P = 0.724). For the other factors that influence the delay treatment of cancers showed, there is no relations which related to age, education level and place of residence to delay the time of diagnosis or treatment. Conclusion: Case manager are proven to optimize health services that can improve management time and decrease treatment delay in Nasopharyngeal cancer patients at RSCM.

Abstrak :
Kepuasan pasien merupakan indikator dari mutu pelayanan keperawatan. Kepuasan di RS M dan RS P belum mencapai standar indikator kepuasan. Hal ini disebabkan karena rendahnya kemampuan komunikasi perawat MPP yang mempengaruhi kepuasan pasien. Kepuasan pasien pun belum mengukur kepuasan pasien terhadap manajemen pelayanan pasien. Tujuan: menganalisis hubungan kemampuan komunikasi perawat manajer pelayanan pasien dengan kepuasan pasien terhadap manajemen pelayanan pasien. Metode: crossectional dan purposive sampling, pada 110 pasien dan 20 perawat. Hasil: ada perbedaan karakteristik pada kedua rumah sakit pada variabel diagnosa penyakit, lama rawat, pendidikan perawat, dan lama kerja perawat. Pasien menilai kemampuan komunikasi perawat baik dan puas terhadap pelayanan (skor 70 < 85). Hasil bivariat dengan chi square yaitu ada hubungan signifikan antara kemampuan komunikasi dengan pelayanan (p 0,001 < 0,05). Faktor konfonding tidak signifikan berhubungan dengan kepuasan pasien (p > 0,05). Hasil regresi logistik berganda yaitu komunikasi perawat (OR: 15,45), bahasa sehari-hari perawat (OR: 4,43), dan pendidikan pasien (OR: 2,43). Kesimpulan: pasien menilai bahwa kemampuan komunikasi perawat baik dan merasa puas terhadap manajemen pelayanan pasien. Faktor yang paling mempengaruhi kepuasan pasien yaitu kemampuan komunikasi perawat. Saran: bidang pelayanan keperawatan bersama dengan bidang pelayanan medik serta keperawatan meningkatkan kepuasan pasien hingga mencapai standar skor 85. Penelitian serupa pada rumah sakit yang lebih banyak dan penelitian intervensi untuk meningkatkan kemampuan komunikasi sangat diperlukan.

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Patient satisfaction is an indicator of the quality of nursing service. Patient satisfaction in hospitals M and P has not reached the standard of satisfaction indicators. This is due to the low communication skill of the case manager. Patient satisfaction has not measured patient satisfaction of case management. Purpose: to analyze the correlation between communication skill`s case manager with patient satisfaction of case management. Method: crossectional and purposive sampling, with 110 patient and 20 nurse case manager. Result: There were differences in the characteristics of the two hospitals on the variables of disease diagnosis, length of stay, nurse education, and length of time for nurses. Patients assess good for nurse`s communication skill and are satisfied with services (score 70 < 85). Chi square results, there is a significant relationship between communication skills and patient satisfaction (p 0,001 < 0,05). Confonding factors were not  significantly related to patient satisfaction (p > 0,05). The results of multiple logistic regression are nurse  communication skill  (OR: 15,45), nurse`s daily language (OR: 4,43), and patient education (OR: 2,43). Conclssion: patients assess good for nurse`s communication skills and feel satisfied with patient service management. The factor that most influence patient satisfaction are nurse`s communication skill. Suggestion: The division of hospital services, along with the division of medical services, and the division of nursing increases patient satisfaction to achieve satisfaction standards score 85. More similar research in hospitals and intervention studies to tie nurse`s communication skills are needed.