Relationship between nurse case manager's communication skills and patient satisfaction at hospital in Jakarta

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.