EFFECT OF NURSES INTERPERSONAL COMMUNICATION SKILLS ON QUALITY OF CARE DELIVERY IN KWUBA GENERAL HOSPITAL.

CHAPTER ONE

INTRODUCTION

1.1 Background of the Study

Communication helps the flow of knowledge from person to person and develop better interpersonal relationships [Brinkert 2018]. Communication is the exchange of information between people by sending and receiving it through speaking, writing or by using any other medium. Clear communication means that information is conveyed effectively between people. Communication skills for nurses are essential but may be difficult to master. The word  communication  is  derived  from  the  Latin  word  ‘communis’  which  means common.  The  definition    underscores   the    fact   that   unless  a    common understanding  results  from   the   exchange   of   information,   there   is   no communication. Communication  can  be  defined  as  the  process  of  transmitting information  and  common  understanding  from  one  person  to  another.(Berengere et al.. 2022).

Communication and interpersonal skills are the most important factors for improving patient satisfaction, compliance and overall health outcome [Berengere et al.. 2022]. Interpersonal communication in recent years has played a pivotal role in successful job performance in any organization, health care been no exception.  Nursing staff is the backbone of health care in any country. They are entrusted with the responsibility of delivering quality health services to patient and are not only the primary level of contact with patient but also spend maximum time with patients. The manner in which nursing staff communicates and takes care of patients influence the satisfaction level of patients and notably impact the health care outcome [Ennis et al.., 2019].

To be a successful nurse, excellent communication skills are required [Wilkinson 2020]. Nurses speak to people of varying educational, cultural and social backgrounds and must do so in an effective, caring and professional manner, especially when communicating with patients and their families [Casey & Wallis 2018]. The quality of communication in interactions between nurses and patients has a major influence on patient outcomes.

Interpersonal skills, in the health-care setting, are skills that are exhibited when nurses  use  evidence-based  and  theory  based  styles  of  communication  with  their patients and colleagues. They can also be thought of as behaviors that help us to achieve  an objective.  People  who  have  developed  strong  interpersonal  skills  are usually  more  in  both  their  professional  and  personal  lives.  (Villela,  2022).  Right  of  communication  between  the  Nurses  and  patients  leads  the positive  effects  such  as,  improvement  of  vital  signs,  reducing  pain  and  anxiety and increasing of the satisfaction and better participation in therapeutic program. On the other hand, improper communication can lead to improper diagnosis as a results, reduction of patient’s participation in treatment program (Siamian et al., 2019). Nurses' interpersonal communication skills are very much needed in the practice of nursing services which are closely related to quality of care delivery [Wilkinson 2020]. With the company's values attached to every person in the company, including nurses, the quality of care delivery target for nurse communication should reach 100%.  Based on preliminary the researcher is interested in conducting a study that examines the  effect of nurses interpersonal communication skills on quality of care delivery in kwuba general hospital.

1.2 Statement of the Problems

Healthcare institutions are complex organizations where various professionals with diverse educational backgrounds and levels must work cohesively to provide quality care to the population (Mahvar et al., 2020). The success of coordination among the different services provided in healthcare institutions is directly associated with interpersonal relationships, which should be based on professionalism. Effective communication and professional attitudes of healthcare workers are essential for the efficiency and effectiveness of healthcare delivery (Vahdei, 2019).

Among the various healthcare professionals working in healthcare institutions, nurses represent the largest group and act as crucial links between other members of the multidisciplinary healthcare team and patients (Qadir & Younis, 2021). Therefore, nurses must possess interpersonal skills characterized by knowledge, attitudes, and values expressed in their relationships with colleagues, patients, and patients’ families (Naheeda, 2019).

Interpersonal relationships of nursing professionals have been discussed in various international studies (Mahvar et al., 2022) as well as national studies (Pereira et al., 2019,) since they directly influence professionals’ satisfaction and the quality of care (Bahrudin and Dari, 2021; Mahvar et al., 2022). A study conducted in Nigeria highlighted a lack of trust in the interpersonal relationship between physicians and the nursing team as a significant factor impairing the quality of care (Naheeda, 2019). Similarly, a study with Brazilian nursing professionals emphasized the absence of adequate communication as one of the most significant weaknesses in interpersonal relationships in healthcare institutions (Qadir & Younis, 2021). Another study conducted in Brazil identified the lack of commitment and unwillingness as major barriers to effective interpersonal relationships in the nursing work environment, while patience and understanding were recognized as important facilitators of interpersonal relationships in healthcare institutions. Additionally, the study revealed the existence of conflicts in the workplace reported by nursing professionals, which are resolved through dialogue among the nursing team members (Pereira et al., 2019).

1.3 Objective of the Study

The objectives of the study is to examine the effect of nurses interpersonal communication skills on quality of care delivery in kwuba general hospital Abuja. Further objectives of the study includes:

1.        Ascertain whether there is a significant relationship between interpersonal communication skills and quality of care delivery

2.        Determine the factors that influences the interpersonal communication skills of nurses in kwuba general hospital Abuja.

3.        Ascertain the impact of nurses' interpersonal communication skills on quality healthcare delivery in kwuba general hospital Abuja.

1.4 Research Questions

a.         Is there a significant relationship between interpersonal communication skills and quality of care delivery?

b.        What are the factors that influences the interpersonal communication skills of nurses in kwuba general hospital Abuja?

c.         What are the impact of nurses' interpersonal communication skills on quality healthcare delivery in kwuba general hospital Abuja?

1.5 Research hypothesis

Ho: There is no significant relationship between interpersonal communication skills and quality of care delivery.

Ha: There is a significant relationship between interpersonal communication skills and quality of care delivery.

1.6 Significance of the Study

The findings of this study provide insights on the effect of nurses interpersonal communication skills on quality of care delivery in kwuba general hospital. Nurses are expected to benefit from the findings by understanding of determinants of interpersonal communication skills  among Nurses in Nigeria public hospitals especially kwuba general hospital. The study has made a contribution to literature on issues related to the determinants of nurses interpersonal communication skills in public hospitals in Nigeria. Moreover, the findings of this study have significance to the world of the academia, extension of knowledge frontiers and to policy makers The study would benefit policy makers, non-governmental organizations, civil society organizations and community based organizations in policy-making process and advocacy for the benefits of all stakeholders of health sector. Most importantly the results may also be of use in debates related to the benefit of interpersonal communication skills among nurses in relation to quality care delivery.

1.7 Scope of the Study

The scope of the study is to examine the effect of nurses interpersonal communication skills on quality of care delivery in kwuba general hospital. Empirically the study will ascertain whether there is a significant relationship between interpersonal communication skills and quality of care delivery, determine the factors that influences the interpersonal communication skills of nurses and ascertain the impact of nurses' interpersonal communication skills on quality healthcare delivery.

Geographically the study will be delimited to Nurses in kwuba general hospital Abuja.

1.8 Limitation of the Study

This research work is specifically on the effect of nurses interpersonal communication skills on quality of care delivery in kwuba general hospital. In the limitation on research work of this magnitude or nature can be carried out without limitation. Hence, during the course, certain constraints were encountered.

Cost:

The cost of thorough research is not what can be afforded by a student. The prices of materials needed for this work has gone up and transport fee has also gone up.

Time:

The time was one of the limitations in the process of carrying out this research work.

Scarcity of Literature:

The research encountered some problems in collection of literature especially on the bank History and operations. This are hindered the smooth running of this work.

1.9 Definition of Terms

Communication : Refers as the  process  of  transmitting information  and  common  understanding  from  one  person  to  another.