The Role of Nursing Care Quality in Improving Patient Safety and Satisfaction in Primary Health Services

Abstract

This study examines the role of nursing care quality in improving patient safety and patient satisfaction in primary health services. The research aims to analyze how nursing service quality influences healthcare safety practices, patient experiences, and the overall effectiveness of primary healthcare delivery. A qualitative research method with a case study design was employed because this approach enables an in-depth exploration of healthcare practices, organizational processes, and patient experiences within real-life healthcare settings. The study was conducted in several primary healthcare centers in West Java, Indonesia, selected due to their active implementation of healthcare quality and patient safety programs. The research involved twenty informants consisting of nurses, healthcare managers, patients, and healthcare quality officers who were purposively selected based on their direct involvement and experience in nursing services and patient safety management. Data were collected through in-depth interviews, observations, and document analysis, and were analyzed using thematic analysis techniques. The findings indicate that nursing care quality significantly contributes to patient safety and patient satisfaction through effective communication, responsiveness, empathy, and adherence to healthcare standards. The study recommends strengthening nursing competency development, patient-centered care implementation, and institutional patient safety management systems within primary healthcare services.