Optimalizing caring behavior in emergency room

Santi Surbakti, Enie Novieastari, Sri Purwaningsih

Research output: Contribution to journalArticlepeer-review


Nurses’ caring is the main factor to determine patient satisfaction. It is one of indicators to measure service quality in hospital. This study aims at optimalizing role of head nurse to improve caring behavior of nurses. The method used in this study is pilot study with quantitative approach. The sample selection is accidental sampling on 20 patients. The sample was selected by using random sampling technique on 48 nurses at emergency room in Hospital X Jakarta. From the data analysis, it was found that 67% of patients said that nurses had applied caring on behavioral, administrative and environmental aspects. The self-efficacy of nurses in applying caring behavior was 61%. After implementing some caring programs, nurses’ caring behavior had improvement at 79%.The problem was solved by organizational development using Kurt Lewin and plan, do, check and action methods. The programs conducted included socializing the importance of caring behavior, creating a champion team, composing guidebooks and standard operating procedures, campaigning “hellomynameis”, and creating IGD room’s yells. Caring behavior of nurses in emergency room can be optimalized by involving role of head nurse in making behavioral change. Caring behavior can be an organization’s culture by improving nurses’ commitment to use caring as the essence of self.

Original languageEnglish
Pages (from-to)1767-1771
Number of pages5
JournalInternational Journal of Scientific and Technology Research
Issue number9
Publication statusPublished - 1 Sept 2019


  • Behavior
  • Caring
  • Nurse
  • Pilot study


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