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THE EFFECT OF NURSE WORK ABILITY AND MOTIVATION ON THE

QUALITY OF HEALTH SERVICES IN CENTRO SAÚDE SAME SUB-DISTRITO,

MANUFAHI DISTRITO, 2011

Cleofas da Costa Seixas

, Levi Anatolia S.M. Exposto

Universidade da Paz, Timor Leste

cleofasseixas003@gmail.com

Abstract

Centro Saúde Sub-Distrito Same as a partner agency of government institutions that deal directly with

the community in providing health services in the form of Centro Sade should provide excellent service

quickly, carefully, and accurately without forgetting the human and legal aspects. The aim of this

research is to determine the effect of the ability and work motivation of nurses on the quality of health

services at the Centro Saúde Sub-distrito Same, Distrito Manufahi in 2011. The method used in this

study was a descriptive analytic survey method (Population). The magnitude of the correlation effect of

the X1 ability variable on the Y health service quality variable is 0.7272 x 100% = 53% while the

remaining 47% is determined by other factors. (2) the magnitude of the correlation effect of the X2

Motivation variable on the Y health service quality variable is 0.4832 x 100% = 0.23% while the

remaining 77% is determined by other factors. And (3) the magnitude of the relationship between the

variables of ability (X1) and work motivation (X2) on the quality of health services Y is 0.3882 x 100%

= 15.1% while the remaining 84.9% is influenced by other factors. The study found that the effect of the

ability variable (X1) and nurses' work motivation (X2) on the quality of health services (Y) of 0.76 was

strong. While the joint contribution (simultaneous) of the variables X1 and X2 to Y or the determinant

coefficient = r2 x 100% or 0.762 x 100% = 58% while the remaining 42% is influenced by other factors.

Keywords: Ability, motivation, quality, health services

This work is licensed under a Creative

Commons Attribution No Derivatives 4.0 International License

INTRODUCTION

In today's modern era, good health care is a major element in hospitals and health

units. Through good service, hospitals are expected to produce competitive advantages with

quality, efficient, and innovative services (Hendrarni, 2008). Services in hospitals are supported

by human resources, which are dominated by nurses (Tzeng, 2002). Motivation is an impulse that

arises within oneself to take action to achieve goals (Muninjaya, 2004). The motivation of nurses

to work is salary, promotion, training, recognition, supervision, team work, work comfort, work

environment and responsibility (Pomatahu, 2010). The quality of nursing services as an indicator

of the quality of health services is one of the determining factors for the image of health service

institutions in the eyes of the community, whether the services provided are satisfactory or not.

The problem of globalization in the service sector and the impact of globalization on health,

medicine and nursing is largely determined by the scope of the group of health services that will

enter Timor - Leste in the era of globalization. service producer (Across a border). (2)

Globalization of service groups which in order to consume them must go to service-producing

countries (Thought-consumption abroad). (3) Globalization of service groups organized by a

foreign facility established in a country (Trought commercial precedence).

The Effect of Nurse Work Ability and Motivation on the Quality of Health Services in Centro Saúde Same Sub-

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60 Vol. 1, No. 2, November 2021

The Minister of Health of Timor-Leste explained that in preparing human resources to deal

with health problems, it is necessary to anticipate them carefully and thoroughly. There are

positive and negative impacts of globalization. The positive is taken and the negative is made as a

control or lesson for us to achieve improvement (Tjiptoherijanto & Soesatyo, 2008). The solution is that

multilateral and global cooperation needs to be multiplied and continuously improved, because it

is getting wider and there are many global problems that can no longer be overcome or borne by

only a few countries, but need to solve problems together by many countries.

The Government of Timor-Leste directs the development of health with the aim of enabling

the ability to live a healthy life for every population in order to achieve an optimal level of

health. To achieve this goal, it is necessary to seek health services through: promotive, preventive,

curative and rehabilitative approaches . The paradigm of the hospital is not only oriented to

curative efforts but also to positive health values by improving the quality of life as optimally as

possible and increasing the individual's ability to serve patients by developing services that pay

attention to these four aspects of health efforts(Notoatmodjo, 2005). Hospitals and Centro

Saúde must be able to change the shape and system of their services and not only for the sick but

for healthy people as well who want to stay healthy. Thus the hospital and the Cento Saúde must

be transformed into satisfying health care facilities for the sick and well.

Health services in hospitals and Centro Saúde are related to quality and oriented to patient

satisfaction, which is known as excellent service. Excellent service is service to patients based on

quality standards to meet the needs and desires of patients so that patients can get satisfaction

which can ultimately increase trust in the hospital and the Centro Saúde. In addition to developing

efficient and effective services, excellent service is a demand and need that must be met by a

hospital or Centro Saúde so that the expected performance can be realized.

The government of Timor-Leste is also very concerned about the people to live a healthy and

prosperous life. Thus, it is necessary to improve the quality of human resources and the mutually

supportive environment with a healthy paradigm approach, which gives priority to efforts to

improve health, prevention, healing, recovery and rehabilitation from conception in the womb to

old age (Handoko, 2009; Retnowati, 2008). In line with that, the Government will also improve

and maintain the quality of health institutions and services through the sustainable empowerment

of human resources and facilities and infrastructure in the medical field, including the availability

of medicines that can be reached by the community(Nawawi, 2003). So that it will lead us to

develop the mandate and duties and provide good service to all communities.

Good and equitable service is the mission of Centro Saúde Sub-District Same, namely with the

spirit of Christian love for fellow human beings and sincere dedication, we provide health services

for those who need healing body and soul, we always do and give our best to improve quality

community life in the health sector. So that it can give birth to the goals of Centro Saúde Sub-

District Same, namely: (1) providing good health services, (2) improving the quality of public

health, (3) providing quality health education, (4) improving employee welfare.

The development of health services will include good values including increasing the quality

and quantity of nurses and preparing facilities and infrastructure as well as the use of modern tools

as a tool for health care services to the community, which is the embodiment of nurses as state

assets and community assets in carrying out their duties (Stevens et al., 2000). Thus, Centro

Saúde Sub-District of Same as a partner agency of government institutions that deal directly with

the community in providing health services in the form of Centro Sade should provide excellent

The Effect of Nurse Work Ability and Motivation on the Quality of Health Services in Centro Saúde Same Sub-

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service or provide the best possible service quickly, carefully, and accurately by not forgetting the

human aspect and law.

Given that the limited facilities and infrastructure Centro Saúde in Sub Distrito Same, it is

necessary to pattern pembagunan policy of development of both human resources and

improvement of facilities and infrastructure in the Centro Saúde Sub-Ditrito

Same, implemented the policy as follows: (a) shortage of in terms of quality and quantity of

medical personnel, (b) personal depreciation due to the number of retirees and relocations, (c) lack

of nurses. Based on these policy directions, Centro Saúde and its staff with all the potential they

have are trying to plan to obtain facilities and infrastructure as well as professional human resource

development. Health services, especially services at Centro Saúde Sub-Distrito Same, have the

meaning of how to provide needs and satisfaction to people who will seek treatment. Because

considering the importance of functions, roles and duties in good health services, it is proper for

nurses to have a good mentality, be responsible and have high awareness as servants of the state

and public servants (Syatrudin, 2009).

Based on the observations from the author that until now there are still impressions from visitors

or patients at Centro Saúde Sub-Distrito Same, that the service is unsatisfactory, less effective,

waiting times are long, nurses are not good at serving patients because of low ability and work

motivation. in carrying out their duties as they do according to their main duties. On the other

hand, nurses complain about the lack of attention from superiors, both from the implementation of

daily tasks, lack of facilities and infrastructure for the implementation of health service

mechanisms in accordance with the expectations of service users at the Centro Saúde.

Seeing this fact, the authors were interested in researching problems related to the influence of

nurses' ability and work motivation on the quality of health services at Centro Saúde Sub-

Distrito Same, Distrito Manufahi.

METHOD

The research approach used in this research is one of the quantitative approaches that belong to

the research problem approach which is descriptive survey. The aim is to solve research problems

that relate one variable to other variables (Kountur, 2007). In this study, data and information were

collected from respondents using a questionnaire. After the data is obtained then the results will

be presented descriptively and at the end of the study will be analyzed to test the hypothesis at the

beginning of this study (Effendy, 1998).

Survey research method is an observation to obtain clear information on a particular problem

in a study (Nazir, 2011). The research is carried out extensively and seeks to find immediate results

that can be used for an action that is descriptive in nature, namely describing things that contain

facts, of which the classification and measurement to be measured are facts whose function is to

describe and formulate what happened.

This research was conducted at Centro Saúde Sub-Distrito Same, Distrito Manufahi In 2011,

with the Questionnaire and Observation method, the population of this study were all nurses

in Centro Saúde Sub-Distrito Same with a total of 11 nurses. This study consisted of 11 nurses in

the Centro Saúde Sub Distrito Same, the authors saw that the number of nurses population was so

low that the authors took the entire population as a sample (Total population). To analyze the data

in this study, researchers used multiple correlation analysis to find the magnitude of the influence

The Effect of Nurse Work Ability and Motivation on the Quality of Health Services in Centro Saúde Same Sub-

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or relationship between two independent variables (X) or more simultaneously with the dependent

variable (Y).

FINDINGS AND DISCUSSION

The magnitude of the correlation effect of the ability variable X

on the health service quality

variable Y is 0.727

x 100% = 53% while the remaining 47% is determined by other factors. (2) the

magnitude of the correlation effect of the Motivation variable X

on the health service quality

variable Y is 0.483

x 100% = 0.23% while the remaining 77% is determined by other factors. And

(3) the relationship between the variables capabilities (X

) and Motivation (X

) on the quality of

health services Y is 0.388

x 100% = 15.1% while the remaining 84.9% is influenced by other

factors.

Based on the results of the previous test, it was proven that the ability and work motivation of

nurses had a significant effect on the quality of health services. The full description is as follows.

Ability has a significant effect on the quality of health services

Ability has a strong and significant effect on the quality of health services at Centro Saúde Sub-

Distrito Same, psychologically it can be stated that the ability of nurses consists of potential ability

(IQ) and reliability ability (Knowledge + Skill). That is, nurses who have an IQ above the average

with adequate education for their positions are skilled in doing daily work as well as the main tasks

and functions given by the leadership, then they will easily achieve the expected

performance. Therefore nurses need to be placed in jobs that match their expertise (The right man

in the right place, the right man on the right job). This theory in relation to health services is the

theory of nurse performance formulated by Keith Davis above, namely human performance =

ability and motivation.

Thus, it is proven that the ability and motivation of nurses are elements that function to shape

a person's performance in carrying out their work, also without exception the performance of

nurses. For the sake of the approach in the research, it can be concluded that the ability to act or

embodiment to do something is based on the creativity of the optimal work of nurses.

The application and activities carried out daily in carrying out work are important to

do. Because the ability as an expression and self-realization of the individual including basic

human needs which when realized gives a sense of satisfaction and a deep sense of success. In the

end, ability can determine and increase the meaning of human life with all its complexities and

problems as well as beauty.

Based on the results of research at the Centro Saúde Sub-distrito Same, it was concluded that

the nurses' abilities and the implementation of health services were quite good and would further

realize optimal nurse performance so that it would affect the effectiveness of work and the quality

of services provided to patients who received appropriate treatment. expected.

Nurses' work motivation does not significantly affect the quality of health services

Based on the results of t

arithmetic

, the results obtained that it turns out that t

count

> t

table

or 0.73 >

1.833, there is no significant effect between the nurses' motivation variable (X

) on the quality of

health services. Because the nurse who provides health services to patients at Centro Saúde

understands the motive. Because this motive itself is an encouragement of needs in nurses who

The Effect of Nurse Work Ability and Motivation on the Quality of Health Services in Centro Saúde Same Sub-

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63 Vol. 1, No. 2, November 2021

can also adapt to their environment. While motivation is a condition that moves nurses to be able

to achieve the goals of the nurse's motives.

This motivation can also be said as energy to generate drive from within (Drive arousal) of a

person in carrying out tasks. This is more clearly stated by Robert A. Baron, et. all, (1980) in

Riduwan (2004) in relation to the work environment stated that "Work motivation is defined as

conditions which influence the arousal, direction and maintenance of behaviors relevant in work

settings" . This means that motivation should be a condition that influences, generates, directs and

maintains behavior related to the work environment.

From the results of research at Centro Saúde Sub-Distrito Same, it was found that the good

implementation and application of motivation by the leadership towards nurses resulted in good

motivation of nurses to provide health services to patients which was indicated by the good quality

of service at Centro Saúde Sub-Distrito Same and in particular getting services and treatment.

satisfactory.

The ability and work motivation of nurses have a very strong relationship to the quality of

health services

Based on the calculation results indicate that the relationship between the ability and work

motivation of nurses simultaneously on the quality of health services in Centro Saúde Sub-Distrito

Same is classified as very strong, the simultaneous contribution r

x 100% = 0.76

x 100% = 58%

and the remaining 42% influenced by factors. Therefore, leaders must strive to motivate their

nurses to work hard effectively based on self-awareness in achieving goals.

Ability has no relationship with work motivation

Based on the results of statistical calculations using the t-test formula, the results obtained that

the relationship between the ability variable and the work motivation of nurses is low. In this case,

seen from the contribution of the ability and work motivation of nurses is 0.388

x 100% = 15.1%

while the remaining 84.9% is influenced by other factors.

Thus, the leader must strive to motivate nurses to want to work effectively based on self-

awareness to achieve organizational goals. In order to increase the ability because ability is an

important factor in increasing work productivity. In this case the ability to relate to knowledge and

skills owned by someone.

In the implementation of motivation by leaders accompanied by quality abilities, it will greatly

increase the productivity and effectiveness of nurses' work so as to increase patient-friendly

services. With the ability will affect the motivation to work in dealing with the quality of health

services to patients.

Results of interviews conducted with patients in the study

Based on the results obtained in the research conducted, there were 5 patients who were

interviewed openly that they received health services effectively at Centro Saúde Sub-Distrito

Same. In accordance with the interviews conducted on these patients, they explained that the

service system provided could satisfy them, so that they could draw a general conclusion that the

quality of health services provided to them was of good quality.

The nurses at Centro Saúde are highly motivated according to their knowledge and

experience. Furthermore, they also stated that the number of health workers is not so much but the

The Effect of Nurse Work Ability and Motivation on the Quality of Health Services in Centro Saúde Same Sub-

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nurses only have the abilities and skills they have so that they can carry out the function of health

services well and in accordance with the needs of the community, so that people believe that even

though the number of health workers is very small, exist but can carry out the duties and functions

of health services to patients based on the awareness they have at the time of providing health

services to patients.

CONCLUSION

Looking at the results of the analysis of research data, it can be concluded as follows: Partially,

ability has a positive and significant effect on the performance of nurses on the quality of health

services in Centro Saúde Sub-Distrito Same, Distrito Manufahi. Likewise, work motivation has a

positive and significant effect on the quality of health services at Centro Saúde Sub-Distrito Same,

Distrito Manufahi. Simultaneously, ability and work motivation together have a significant effect

on the quality of health services in Centro Saúde Sub-Distrito Same, Distrito Manufahi.

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