THE EFFECT OF EFFECTIVE COMMUNICATION MODEL BASED ON H. PEPLAU'S THEORY ON PATIENT SATISFACTION

Abstract

Background: Patient satisfaction is an indicator of healthcare quality. In 2024, Dr. Loekmono Hadi Hospital, Kudus, had 993 patients, with 397 highly satisfied, 298 satisfied, and 298 dissatisfied. This achievement falls short of the target of 100% highly satisfied patients in the Edelweiss VIP Room 4. Patient satisfaction is influenced by the quality of nursing services based on caring, such as sincerity, patience, knowledge, honesty, empathy, and the ability to listen and treat patients individually. Furthermore, effective communication is also a crucial factor, which must meet the aspects of clarity, accuracy, relevance, systematic flow, and cultural appropriateness. Objective: To determine the effect of the Effective Communication Model Based on H. Peplau's Theory on Patient Satisfaction. Methods: This study used a quasi-experimental design with two groups: one intervention group and one control group. The total number of respondents was 50 intervention and 50 contro l The sampling technique used was purposive sampling with inclusion and exclusion criteria. The satisfaction instrument used a questionnaire, and the effective communication module was used. Data analysis used the Wicoxon and Mann-Whitney bivariate tests, and multiple linear regression for multivariate analysis. Results: The study showed a significant difference in patient satisfaction in the VIP Edelweiss 4 Ward of Dr. Loekmono Hadi Kudus Hospital before and after the administration of the Effective Communication Model Based on Theory H, Peplau’s with a p-value of 0.000. Conclusion: It is recommended to continue implementing and improving the Effective Communication Model Based on Theory H on an ongoing basis to improve patient satisfaction at Dr. Loekmono Hadi Kudus Hospital.