ASSERTIVE BEHAVIOR NURSES AND PATIENT SATISFACTION IN KLINIK PRATAMA

Abstract

ABSTRACTPeople now understand the value of health and the complexity of health issues, which motivates them to select high-quality medical facilities. One of the elements that influences the degree of patient satisfaction is assertive behavior. Ineffective assertiveness will have a negative impact on patient satisfaction, leading to patients searching for other service clinics. Finding the connection between assertive behavior and patient satisfaction was the aim of this study. This study employed a cross-sectional methodology. Purposive sampling was the technique employed, and the sample size consisted of 107 respondents in total. Inclusion criteria was in patients minimum 24 hours treatment, out patients with minimum 2 times visit, age 17 up to 50 years old. The research instrument used was a questionnaire of assertive from Galassi & Galassi, and questionnaire servqual (Service Quality) from Berry. Data were analyzed using chi-square test with significant p-value <0.05. This study shows that there is a significant relationship between assertive behavior and patient satisfaction. Data were analyzed using chi-square test with significant p-value= 0.009 <0.05. Based on the research findings, nurses need to improve their skills to act with assertive when providing services to patients. There is a relationship between assertive behavior and patient satisfaction. Keywords: Nurses Assertive Behavior, Patient Satisfaction Level