| dc.description.abstract | Assertive communication by staff in intensive care units (ICU–ICCU) is essential
for delivering family-centered care and achieving service excellence. This study
aimed to explore patient families’ perceptions of ICU–ICCU nurses’ assertive
communication at Universitas Airlangga Hospital, Surabaya. A quantitative
descriptive-analytic design was employed involving 30 purposively selected family
members. Data were collected using a validated 10-item assertive communication
questionnaire (α = 0.93; r = 0.514–0.929) and analyzed using descriptive statistics,
one-sample t-test, one-way ANOVA, and Pearson correlation. The mean total
assertive communication score was 36.9 ± 3.7, with 74.2% of respondents rating
the nurses’ communication as very assertive. The highest-rated indicators were
empathetic listening (mean = 3.87) and comfort in asking for help (mean = 3.80),
while openness to criticism received the lowest rating (mean = 3.07). A one-sample
t-test showed the mean score was significantly higher than the theoretical midpoint
of 25 (t(29) = 17.80; p < 0.001). No significant differences were found based on
gender, age, education, or duration of accompaniment. However, a significant
difference was observed based on the respondent’s relationship to the patient (F(3,
26) = 3.40; p = 0.032). Although ICU–ICCU nurses were generally perceived as
highly assertive communicators, the low rating for feedback openness reveals a
relational gap. Assertive communication training should therefore emphasize not
only clarity and confidence, but also empathy, receptiveness to criticism, and
inclusive, relationship-centered approaches to strengthen family engagement in
care. | en_US |
