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Vol. 31. Núm. S2.
4th International Conference for Global Health (ICGH) in conjunction with the 7th Asian International Conference in Humanized Health Care (AIC-HHC)
Páginas S413-S418 (abril 2021)
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Vol. 31. Núm. S2.
4th International Conference for Global Health (ICGH) in conjunction with the 7th Asian International Conference in Humanized Health Care (AIC-HHC)
Páginas S413-S418 (abril 2021)
Relationship between nurse case manager's communication skills and patient satisfaction at hospital in Jakarta
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Imelda Avia, Hanny Handiyani, Dewi Gayatri
Autor para correspondencia
dewi_g@ui.ac.id

Corresponding author.
Faculty of Nursing Universitas Indonesia, Depok, West Java, Indonesia
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Table 1. Respondent characteristics (age, scale of pain, psychological status, length of stay, and duration of illness) and their relationships to patient satisfaction in two hospitals (n=110).
Table 2. Respondent characteristics (gender, education, ethnicity, daily language, and diagnosis of disease) and their relationships to patient satisfaction in two hospitals (n=110).
Table 3. Relationship between nurse case manager's communication skills and patient satisfaction in case management services at hospital (n=110).
Table 4. Results of multiple logistic regression analysis.
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Vol. 31. Núm S2

4th International Conference for Global Health (ICGH) in conjunction with the 7th Asian International Conference in Humanized Health Care (AIC-HHC)

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Abstract

Patient satisfaction is an indicator of the quality of nursing services in M and P Hospitals had not reached the standard communication skill andsatisfaction with case management services. The aim is to analyze the correlation between the communication skills and patient satisfaction. This cross-sectional study from110 patients who recognized nurse case manager and obtained patient service management. It used correlation test and multiple logistic regression analysis. The instrument was modified from Korean-PSCCM and CMQQ. There was a significant relationship between communication skills and patient satisfaction (p<0.001, α<0.05). The communication skills were good in all except for the informative and satisfied so good except for efficiency. Communication skillsare the most influencing factor (OR: 9.64). Good communication skills are likely to increase satisfaction. Recomendation: Hospital management needs to improve patient satisfaction by improving communication skills.

Keywords:
Case management service
Communication
Nurse and patient satisfaction

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