The contribution of healthcare staff communication skills to patient satisfaction and better treatment outcomes
DOI:
https://doi.org/10.13112/pc.1148Keywords:
Communication; Patient Satisfaction; Treatment Outcome.Abstract
Within healthcare practice, the influence of digital technologies, which are changing the dynamics and patterns of communication, is becoming increasingly prominent. However, personal encounters and spoken communication remain key elements of a successful relationship between healthcare professionals and patients, as they enable deeper understanding, empathy, and the creation of trust that technology cannot fully replace. The aim of this paper is to highlight the importance of effective communication, supported by research on how satisfied patients are with the communication skills of healthcare staff, whether there is a difference in patient satisfaction between primary and secondary healthcare services, and how patients perceive their own communication skills and their potential contribution to a positive course of illness.
A combined quantitative and qualitative study was conducted on a sample of respondents selected through random sampling, using an online survey form (Google Forms). A total of 219 respondents completed the survey, and the data were analyzed using IBM SPSS Statistics. The average satisfaction score obtained was 3.37 to 3.46 for primary healthcare compared to 3.02 for secondary healthcare. The findings clearly indicate the need for more systematic investment in communication skills training for healthcare personnel. It is encouraging that as many as 84.9 % of participants emphasized that the communication skills of healthcare staff are extremely important. Furthermore, 91.8 % believe that communication skills contribute to better treatment outcomes, and 87.1 % think that their own personal skills also contribute to improved communication as an essential factor in preventing and mitigating conflicts that may arise due to differences in attitudes or expectations. There is no doubt that effective communication plays a crucial role in improving the quality of healthcare, increasing patient satisfaction, contributing to better therapeutic outcomes, reducing costs, and enabling a fairer allocation of resources based on priority.
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