The Impact of Nurse-Patient Communication on Patient Satisfaction at Ahmadu Bello University Teaching Hospital, Zaria
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Background of the Study
Effective nurse-patient communication is crucial to the delivery of quality healthcare, as it impacts various outcomes, including patient satisfaction, compliance, and overall health outcomes (Alfakhri et al., 2023). Communication between nurses and patients plays a pivotal role in establishing trust, enhancing the therapeutic relationship, and ensuring that patients feel understood, valued, and cared for (Moore et al., 2023). Given the essential nature of this interaction, patient satisfaction has been increasingly identified as a direct indicator of the quality of healthcare services provided (Buchan & Catton, 2023). Studies suggest that when nurses engage effectively with patients, it not only improves their emotional well-being but also positively affects their perception of the healthcare system (Vanselow et al., 2023).
At Ahmadu Bello University Teaching Hospital (ABUTH) in Zaria, there is a growing need to examine the influence of nurse-patient communication on patient satisfaction. ABUTH serves as a major healthcare institution in Northern Nigeria, where a diverse demographic seeks healthcare services, ranging from general to specialized care. As the hospital grapples with challenges such as a high patient-to-nurse ratio and resource constraints, the quality of communication between healthcare providers and patients can be compromised (Suleiman et al., 2024). Understanding the dynamics of nurse-patient communication at ABUTH is critical, as it can provide insights into the factors influencing patient satisfaction and guide strategies to improve care delivery.
Patient satisfaction in healthcare settings is not only essential for patient retention but also for the reputation and operational success of healthcare institutions. Factors like communication, empathy, and attentiveness are directly correlated with patients' overall satisfaction levels. However, in a busy hospital environment like ABUTH, where nurses are often stretched thin by workloads, the impact of nurse-patient communication may be diluted (Njoku et al., 2024). By exploring the impact of nurse-patient communication on patient satisfaction at ABUTH, this study aims to shed light on areas where communication practices may need improvement, ultimately fostering better patient experiences and healthcare outcomes.
Statement of the Problem
Despite the significance of effective communication in healthcare, studies show that nurse-patient interactions often fall short, particularly in resource-constrained settings such as ABUTH (Aminu & Ahmed, 2023). Nurses, who are responsible for the majority of patient interactions, frequently face overwhelming workloads and stress, leading to insufficient time to engage in meaningful communication with patients (Tunde & Ibekwe, 2024). As a result, patients may feel neglected, misunderstood, or dissatisfied with their care, which can negatively affect their overall hospital experience. Given the hospital’s status as a leading teaching facility in the region, the absence of an in-depth understanding of the impact of nurse-patient communication on patient satisfaction represents a significant gap in healthcare service delivery.
Patient dissatisfaction due to poor communication can result in complaints, decreased trust in healthcare providers, and even negative health outcomes (Ajayi et al., 2023). As the quality of care is increasingly linked to patient satisfaction, understanding the factors that contribute to a positive or negative communication experience in the hospital is vital (Johnson et al., 2025). The lack of empirical evidence regarding the influence of nurse-patient communication specifically at ABUTH underscores the need for a focused study to explore this relationship and inform evidence-based interventions.
Objectives of the Study
1. To assess the quality of nurse-patient communication at Ahmadu Bello University Teaching Hospital.
2. To evaluate the impact of nurse-patient communication on patient satisfaction at ABUTH.
3. To explore factors influencing the effectiveness of nurse-patient communication at ABUTH.
Research Questions
1. What is the quality of nurse-patient communication at Ahmadu Bello University Teaching Hospital?
2. How does nurse-patient communication influence patient satisfaction at ABUTH?
3. What factors affect the effectiveness of nurse-patient communication at ABUTH?
Research Hypotheses
1. There is a significant relationship between the quality of nurse-patient communication and patient satisfaction at Ahmadu Bello University Teaching Hospital.
2. Effective nurse-patient communication positively impacts patient satisfaction at ABUTH.
3. The nurse workload at ABUTH moderates the quality of nurse-patient communication.
Scope and Limitations of the Study This study will focus on patients and nurses at Ahmadu Bello University Teaching Hospital in Zaria. Data will be collected from a sample of patients and nursing staff in the medical and surgical wards. The study is limited by the availability of participants, the cross-sectional nature of the design, and potential biases in self-reported data from patients and nurses. Additionally, the findings may not be generalizable to other hospitals with differing socio-cultural or resource contexts.
Definitions of Terms
• Nurse-Patient Communication: The verbal and non-verbal interactions between nurses and patients that facilitate the exchange of information, emotional support, and guidance during the healthcare process.
• Patient Satisfaction: The extent to which patients perceive that their healthcare needs and expectations are met during their hospital stay.
• Effective Communication: A clear, empathetic, and respectful exchange of information between nurses and patients that leads to mutual understanding and trust.
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