CUSTOMER SATISFACTION REGARDING COMMUNICATION QUALITY BY THE NURSING PROFESSIONAL

Abstract

Joyce Travelbee's interpersonal relationship model sheds light on the study to measure customer rating regarding the quality of communication by the nursing professional, especially considering initiative, professional attitude, verbal communication, non-verbal communication and emotional support. Quantitative, descriptive, transversal study. Universe: 305 hospitalized persons at 3 public institutions, moderate complexity units. Sample size 151, > 18 years old; stay > 5 days; Glasgow=15. Ethics Committee acceptance, informed consent, signed. Customer satisfaction self-questionnaire 17 items, Lickert scale 1-4. Cronbach alpha 0.943. Results: High degree of overall satisfaction regarding the quality of communication. However, female patients are relatively less satisfied than male patients. The degree of satisfaction increases with the hospitalization length. Young and well educated patients show the lowest relative satisfaction level. Non-verbal communication is less well developed than verbal communication. Professional attitude and initiative are the least developed aspects and emotional support the highest developed parameter. Conclusions: Communication and patient perception as a unique, autonomous being with the right to be well informed and make his/her own health decisions are all dimensions to be respected. These should be the focus of the nursing professional and also a source of patient care thus enhancing the interpersonal relationship.