The relationship between nurses' caring behavior and patient satisfaction under the national health insurance scheme

Abstract

Background: Nursing service is a fundamental component that significantly influences the overall image and quality of hospital healthcare delivery. A critical aspect of this service is the caring behavior of nurses, which encompasses empathy, attentiveness, and responsiveness. Despite its importance, maintaining consistent caring behavior remains a challenge, particularly in public hospitals serving a high volume of National Health Insurance (BPJS Kesehatan) patients.

Objective: This study aimed to investigate the relationship between nurses' caring behavior and the level of satisfaction among BPJS Kesehatan patients in the adult inpatient ward of Bima Regional General Hospital.

Methods: A quantitative correlational study with a cross-sectional design was conducted. A purposive sampling technique was employed to select 61 BPJS Kesehatan patients as respondents. Data were collected using validated self-administered questionnaires assessing perceived nurses' caring behavior and patient satisfaction levels. Bivariate data analysis was performed using the Chi-square test. Results: The findings indicated that the majority of respondents ( , ) perceived the nurses' caring behavior as "good," which corresponded highly with the "very satisfied" and "satisfied" categories. Conversely, patients who perceived sufficient or less caring behavior reported lower satisfaction levels. The statistical analysis revealed a highly significant correlation between nurses' caring behavior and patient satisfaction ( ).

Conclusion: There is a significant and positive relationship between nurses' caring behavior and patient satisfaction among BPJS Kesehatan beneficiaries. Optimal caring behavior acts as a primary catalyst for enhancing patient comfort, safety, and overall service satisfaction. Consequently, hospital management must prioritize continuous professional development, clinical coaching, and routine evaluations to foster and sustain a strong caring culture among nursing staff in public healthcare settings.