The Impact of Therapeutic Communication on Patient Satisfaction in Community Health Centers

Nurul Jannah; Arif Budiwibowo; Anas Kiki Anugrah; Sri Yuliana; Karim Sahidun

doi:10.31965/jkp.v11i1.2382

Authors

Nurul Jannah Bachelor of Nursing, Yahya Bima College of Health Sciences, Bima, Indonesia
Arif Budiwibowo Bachelor of Nursing, Yahya Bima College of Health Sciences, Bima, Indonesia
Anas Kiki Anugrah Bachelor of Nursing, Yahya Bima College of Health Sciences, Bima, Indonesia
Sri Yuliana Associate Degree in Nursing, Poltekkes Kemenkes Bengkulu, Indonesia
Karim Sahidun Bachelor of Nursing, Yahya Bima College of Health Sciences, Bima, Indonesia

DOI:

https://doi.org/10.31965/jkp.v11i1.2382

Keywords:

Healthcare Services; Patient Satisfaction; Service Quality; Therapeutic Communication

Abstract

Background: Therapeutic communication is an essential component of healthcare services because it contributes to building trust between healthcare providers and patients, enhances patient understanding, and creates a higher-quality care experience. However, variations in the quality of communication across healthcare facilities can lead to decreased patient satisfaction and lower perceived service quality. Objectives: This study aimed to analyze the relationship between therapeutic communication and patient satisfaction levels in the service area of BLUD Woha Community Health Center. Methods: The study employed a cross-sectional design and was conducted at the Woha Community Health Center. Sampling was carried out using an accidental sampling technique, resulting in 92 respondents. Data were collected through questionnaires to assess therapeutic communication and patient satisfaction. Data analysis was performed using Spearman’s rho correlation test with a significance level of 0.05. Results: The results showed that therapeutic communication was most commonly categorized as moderate, with 45 respondents (48.9%). Meanwhile, patient satisfaction was predominantly in the low category, with 59 respondents (64.1%). The correlation test yielded a value of r = 0.689 with p = 0.001. Conclusions: Therapeutic communication has a significant relationship with patient satisfaction. Therefore, it is recommended that healthcare facilities strengthen therapeutic communication training, conduct regular supervision, and incorporate communication indicators into service performance evaluations.

Downloads

Download data is not yet available.

References

Agarwal, P., Fletcher, G. G., Ramamoorthi, K., Yao, X., & Bhattacharyya, O. (2025). Uses of Virtual Care in Primary Care: Scoping Review. Journal of Medical Internet Research, 27, 1–24. https://doi.org/10.2196/55007

Al Nuairi, A., Simsekler, M. C. E., Qazi, A., & Sleptchenko, A. (2024). A data-driven Bayesian belief network model for exploring patient experience drivers in healthcare sector. Annals of Operations Research, 342(3), 1797–1817. https://doi.org/10.1007/s10479-023-05437-9

Bai, X., Nie, F., Liu, D., Li, J., Pan, L., & Chen, W. (2025). Factors associated with patient–physician relationships: perspectives of medical personnel in Guangxi Zhuang Autonomous Region, China. BMC Health Services Research, 25(1), 4–11. https://doi.org/10.1186/s12913-025-12475-5

Black, D., Held, M. L., Skeesick, J., & Peters, T. (2021). Measures Evaluating Patient Satisfaction in Integrated Health Care Settings: A Systematic Review. Community Mental Health Journal, 57(8), 1464–1477. https://doi.org/10.1007/s10597-020-00760-y

Chatburn, E., Marks, E., & Maddox, L. (2024). Item development for a patient-reported measure of compassionate healthcare in action. Health Expectations, 27(1). https://doi.org/10.1111/hex.13953

Dixon, N., Cox, L., Fraihat, B., Alzeq, T. K., Abdalla, M., & Khattabi, N. (2025). Patient and Clinician Perspectives on Communication in Primary Care Centres in Qatar—A Focus Group Study. Health Expectations, 28(3), 1–11. https://doi.org/10.1111/hex.70280

Fitzgerald, L. S., & Johnston, B. E. (2021). Improving Access to Hepatitis C Treatment Using Clinical Pharmacist Services in an Uninsured, At- Risk Population at a Community Health Center. Journal of Health Care for the Poor and Underserved, 32(2021), 1433–1443. https://doi.org/10.1353/hpu.2021.0119

Lu, W., Yorke, J., Li, Y., Lam, W. Y. Y., Li, M., Hu, Y., & Ngai, C. S. B. (2025). Development and validation of a physician dialogic risk communication instrument scale in Chinese online medical consultations on cancer treatment risks. Humanities and Social Sciences Communications, 12(1), 1–12. https://doi.org/10.1057/s41599-025-04758-3

Meneses-La-Riva, M. E., Fernández-Bedoya, V. H., Suyo-Vega, J. A., Ocupa-Cabrera, H. G., & Paredes-Díaz, S. E. (2025). Humanized Care in Nursing Practice: A Phenomenological Study of Professional Experiences in a Public Hospital. International Journal of Environmental Research and Public Health, 22(8). https://doi.org/10.3390/ijerph22081223

Mohamed, E. Y., Sami, W., & Alotaibi, A. (2015). Patients’ Satisfaction with Primary Health Care Centers’ Services , Majmaah , Kingdom of Saudi of Saudi Arabia. International Journal of Health Sciences, 9(2), 159–165. https://doi.org/10.12816/0024113

Notoatmodjo, S. (2018). Metodologi penelitian kesehatan. Rineka Cipta.

Nugraha, E. R. P. A. R. S. F. (2024). Customer Satisfaction Index of Participants Indonesian National Health Insurance Program in 2024. Prepotif: Jurnal Kesehatan Masyarakat, 8(1), 101–112. https://journal.universitaspahlawan.ac.id/index.php/prepotif/article/view/50260

Östensson, S., Acuña Mora, M., Darcy, L., Saarnio Huttu, L., Van Dulmen, S., & Sundler, A. J. (2025). Patient–Registered Nurse Communication: Exploring Patients’ Expectations and Experience in Primary Care Consultations. Health Expectations, 28(4), 1–10. https://doi.org/10.1111/hex.70353

Pierce, J. H., Weir, C., Taft, T., Richards, W. II, McFarland, M. M., Kawamoto, K., ... & Butler, J. M. (2025). Shared decision-making tools implemented in the electronic health record: Scoping review. Journal of Medical Internet Research, 27, e59956. https://doi.org/10.2196/59956

Pomey, M., Schaad, B., Lasserre-Moutet, A., Böhme, P., & Jackson, M. (2024). Towards a new integrated model for taking into account the experiential knowledge of people with chronic diseases, integrating mediation, therapeutic education and partnership: The expanded chronic care Patient–Professional partnership model. Health Expectations, 27(5), 1221-1234. https://doi.org/10.1111/hex.70054

Song, M., Elson, J., & Bastola, D. (2025). Digital Age Transformation in Patient-Physician Communication: 25-Year Narrative Review (1999-2023). Journal of Medical Internet Research, 27. https://doi.org/10.2196/60512

Stuart, G. W. (2016). Principles and practice of psychiatric nursing. Elsevier.

Thompson, W., Teeling, S. T., & McNamara, M. (2025). Advanced nurse practitioners as advocates for person-centered care in Irish emergency departments. Journal of Emergency Nursing, 51(2), 195–204. https://doi.org/10.1016/j.jen.2024.12.009

Tjiptono, F., & Chandra, G. (2016). Service, quality & satisfaction. Andi.

Tollera, G., Retta, M. T., & Girmay, A. M. (2025). Patient satisfaction with healthcare services and associated factors at public health centers in Addis Ababa, Ethiopia. Discover Social Science and Health, 5(1). https://doi.org/10.1007/s44155-025-00185-6

Wellings, D., Wenzel, L., Lant, J., & Pett, W. (2025). Public satisfaction with the NHS and social care in 2024. The King’s Fund & Nuffield Trust.