The Reflections of the Communication Style on Patient Satisfaction and Nurses' Perceptions of the Profession

Yıl 2023, Cilt: 3 Sayı: 1, 409 - 427, 28.04.2023

Sultan Özkan Şat Pınar Akbaş Mine İş Şengül Yaman Sözbir

Öz

Objective: Nurses need to know and apply interpersonal communication techniques to provide care to individuals in a manner that respects their rights and privacy within their unique characteristics, personality, and integrity. The study aimed to experimentally reveal and do an in-depth examination of nurses' formal and informal address and communication style on patient satisfaction with nursing care and nurses' perceptions of the profession. Methods: This study used a quantitative-qualitative mixed method. The sample of the quantitative study consisted of 12 nurses and 32 patients. The data collection form for patients and nurses, Newcastle Satisfaction with Nursing Scale, and Perception of Nursing Profession Scale were used to collect quantitative data. The qualitative study involved in-depth interviews were conducted with six nurses and seven patients in total. Results: It was found that there was no statistically significant relationship between the form of address and satisfaction with nursing care and nurses' perception of the nursing profession. In-depth interviews revealed that nurses considered the informal form of address as part of care. The patients stated that the use of the informal form of communication enhanced their compliance with treatment. Conclusions: A formal form of address should be used when patients are first met, patients should be asked how they would like to be addressed in the continuation of the care process, and nurses should be addressed to patients according to patients' request.

Anahtar Kelimeler

Communication, Nursing care, Nurse patient relationship, Patient satisfaction

İletişim Tarzının Hasta Memnuniyeti ve Hemşirelerin Meslek Algılarına Yansımaları

Öz

Amaç: Hemşirelerin, bireylere benzersiz özellikleri, kişilikleri ve bütünlükleri içinde haklarına ve mahremiyetlerine saygı duyarak bakım verebilmeleri için kişiler arası iletişim tekniklerini bilmeleri ve uygulamaları gerekir. Bu çalışmada, hemşirelerin hemşirelik bakımından hasta memnuniyeti ve mesleğe ilişkin algıları üzerindeki resmi ve resmi olmayan hitap ve iletişim biçimlerinin deneysel olarak ortaya çıkarılması ve derinlemesine incelenmesi amaçlanmıştır. Yöntem: Bu çalışmada nicel-nitel karma yöntem kullanılmıştır. Nicel araştırmanın örneklemini 12 hemşire ve 32 hasta oluşturmuştur. Nicel verilerin toplanmasında hasta ve hemşireler için veri toplama formu, Newcastle Hemşirelikten Memnuniyet Ölçeği ve Hemşirelik Mesleği Algısı Ölçeği kullanılmıştır. Derinlemesine görüşmelerin yer aldığı nitel çalışma, toplam altı hemşire ve yedi hasta ile gerçekleştirilmiştir. Bulgular: Hitap şekli ile hemşirelik bakımından memnuniyet ve hemşirelerin hemşirelik mesleğine ilişkin algıları arasında istatistiksel olarak anlamlı bir ilişki olmadığı saptandı. Derinlemesine görüşmeler, hemşirelerin gayri resmi hitap şeklini bakımın bir parçası olarak gördüklerini ortaya çıkardı. Hastalar informal iletişim biçiminin kullanılmasının tedaviye uyumlarını artırdığını belirtmişlerdir. Sonuç: Hastalarla ilk karşılaşıldığında resmi bir hitap şekli kullanılmalı, bakım sürecinin devamında hastalara nasıl hitap edilmesini istedikleri sorulmalı ve hastaların isteğine göre hemşireler hastalara hitap etmelidir.

Anahtar Kelimeler

İletişim, Hemşirelik bakımı, Hemşire hasta ilişkisi, Hasta memnuniyeti

Kaynakça

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