Background:The interaction between nurses and patients is one of the most important factors influencing patient's satisfaction as an indicator of nursing care quality. There were still a number of unsatisfactory on nursing care and on health information according to outpatients' responses.
Objectives:To analyze the nurses and patients interaction using "Cox's Interaction Model of Client Health Behavior" related to outpatient' satisfaction on nursing care.Methods: This research used cross-sectional design. Two hundred and ninety-five (295) outpatients participated in this study. This study was conducted at two outpatient departments with the highest average visit per year which are medical and surgical outpatient departments. The modified PSNCS (Patient Satisfaction with Nursing Care Scale) is the instrument used to gain interaction model and NSNS (Newcastle Satisfaction to Nursing Scale) is used to find outpatient's satisfaction. Pearson correlation is used for data analysis.Results: Patient' Satisfaction is at moderate level (mean = 33 in range 12-60). Nurses-patient's interactions were also rated in moderate level (M=49.5 in range 20-80). The results consist of four elements that are affective support (Mean= 12.81), decision control (Mean= 12.64), professional-technical competencies (Mean= 12.39), and health information (Mean= 11.66). This study shows a significant relationship between nurses and patients interaction through patient's satisfaction on nursing care of outpatient (p=0.0001).
Conclusion:This study concludes that the higher interaction during nursing care between nurses and patient, the higher outpatient's satisfaction will be. As the implication, nurses are expected to have more interactions during the nursing care to increase patient's satisfaction.Implications for nursing and health policy: Improving the interaction between nurses and patients may achieve patient satisfaction and excellent service in the hospital especially in nursing care. Focusing on interaction can improve healthcare system overall and lead patient's satisfaction through the hospital services.