F: The Impact of Service Excellence Training on Nurses on Patient Experience: Literature Review

Abstract

ABSTRACT

Background: Nurses are at the forefront of healthcare services and interact directly with patients. The demand for high-quality nursing care has increased alongside the persistent occurrence of patient complaints regarding response time, patient safety, pain management, patient education, and involvement in treatment decisions. Service excellence training is designed to equip nurses with the competencies required to deliver outstanding patient-centered care and create positive patient experiences. A positive patient experience not only enhances patient loyalty and encourages them to return to the hospital for future healthcare services but also strengthens the hospital's reputation through positive word-of-mouth recommendations. Objective: This study aimed to analyze the effect of service excellence training for nurses on patient experience through a literature review. Methods: This study employed a narrative literature review design. The literature search strategy was based on the PICOT framework (Population, Intervention, Comparison, Outcome, and Time). Secondary data were obtained from electronic databases, including Google Scholar, PubMed, ScienceDirect, ResearchGate, BMC, Gale, and Portal Garuda, covering publications from 2020 to 2025. The article selection process followed the PRISMA protocol, consisting of the stages of Identification, Screening, Eligibility, and Inclusion. Results: A synthesis of the 10 selected articles demonstrated that service excellence training significantly improved nurses' caregiving behaviors. Notable improvements were observed in patient satisfaction indicators, particularly in responsiveness, empathetic listening, quality of patient education, and patient involvement in clinical decision-making. Overall, patient experience scores following the training showed a substantial improvement compared with the pre-intervention condition. Conclusion: Service excellence training for nurses is effective in enhancing patient experience, as reflected by higher levels of patient satisfaction with nursing care. Hospital management is therefore encouraged to implement this training regularly as part of a continuous professional competency development program.

Keywords: Service excellence, nurses, patient experience, nursing care