Experience of nurses in homecare foreign patients at the Bali multinational clinic: An action research study

Abstract

The phenomenon of homecare nurses' problems in service regarding service governance has not yet found the right solution, judging from the complaints from foreign patients. Patient complaints that arise due to the service system at several multinational homecare clinics in the Bali area, the management team office is separate from the service department. For example, patients who complain and ask for payment negotiations must also wait for an answer from the management team, the process of rules that have not been standardized on standard governance procedures in carrying out comprehensive services requires an exploratory study that can reduce an early-stage design in the formation of multinational clinic service governance with a homecare approach to foreign patients. The purpose of this study was to develop a draft service governance design for a multinational clinic with a homecare foreign patient approach. The first stage of qualitative research design is exploratory phenomenology, an action research approach. Data collection techniques used focus group discussion, literature review, and expert discussion. The thematic analysis results found four themes: 1) Exploration of homecare visit service planning for foreign patients. 2) Preparation of nurses for homecare visit services in multinational clinics. 3) The need to assess the evaluation of handling complaints of foreign patients. 4) Evaluation of foreign patient satisfaction in assessing the performance of home care services for foreign patients. The results of this study illustrate that multinational homecare nursing services still require a lot of evaluation to develop a more structured and systematic service function to increase the satisfaction value of foreign patients who receive services.