EVALUATION OF NURSE-PATIENT COMMUNICATION AND ITS IMPACT ON PATIENT SATISFACTION

Abstract

Effective nurse-patient communication is critical to patient satisfaction, particularly in specialized care units like burn units. Poor communication can lead to adverse patient outcomes and dissatisfaction, highlighting the need for focused studies to evaluate and improve communication practices in healthcare settings. Objective: To assess nurse-patient communication and its impact on patient satisfaction in the burn unit of Nishtar Medical Hospital, Multan. Methods: A descriptive, cross-sectional study was conducted in the Burn Unit of Nishtar Medical Hospital, Multan, from May 2023 to May 2024. Three hundred patients admitted to the burn unit were selected using convenience sampling at discharge. Data were collected using two modified questionnaires: the La Monica Oberst Patient Satisfaction Scale (LOPSS) and the Nurse Quality of Communication with Patient Questionnaire (NQCPQ), both translated into English and Urdu. Patients were presented with the questionnaires before discharge and were given adequate time to complete them. Statistical analysis was performed to evaluate the results. Results: The mean score of LOPSS was 150.47 ± 9.09, indicating patient dissatisfaction in several areas, including the nurses' reluctance to consider patients' choices, inadequate assessments, and insufficient explanation of treatment plans, leading to patients feeling like mere cases. The mean score of NQCPQ was 89.29 ± 6.10, with the highest communication scores noted in the patient's active involvement in maintaining personal hygiene and the nurses' assistance with mobility, diet, and hygiene. Gender showed a direct statistical association with satisfaction scores and communication quality. Conclusion: Weak nurse-patient communication led to poor patient satisfaction scores. Enhancing professional communication among healthcare staff is imperative to improving the quality of care and patient satisfaction in burn units.