The Relationship Between Work Shifts, Nurse Workload, and Patient Satisfaction in Inpatient Nursing Services

Abstract

Shift work and nurses' workload are critical factors that significantly influence the quality of nursing services and patient satisfaction in inpatient care units. This review aims to analyze the relationship between shift work, nurse workload, and patient satisfaction based on international literature indexed in Scopus from 2023 to 2025. The method used is a literature review, which involves examining theories, findings, and other research materials from references to establish a solid conceptual framework and research problem formulation. A total of 15 relevant scientific articles were analyzed, focusing on the effects of working hours, fatigue, and scheduling on service satisfaction aspects. The analysis results indicate that night shifts and work durations of ≥12 hours are correlated with increased burnout and decreased service quality, including the phenomenon of care left undone. High workloads also increase the risk of medical errors, disrupt nurse-patient communication, and negatively impact patients' perceptions of care. Conversely, strategies such as technology-based scheduling, increased staff ratios, and reduced administrative burdens have been proven to improve nurse satisfaction and service quality. These findings highlight the importance of managerial interventions in hospitals, including at Drs. Haji Amri Tambunan Regional General Hospital, to optimize work scheduling and equitably distribute workloads to maintain the quality of nursing care.