The Effect of Nurse-Patient Communication on Patient Satisfaction in the Emergency Department

Abstract

Background: Nurse-patient communication is crucial in healthcare, particularly in the emergency department (ED), where rapid decision-making and treatment are essential. Effective communication not only aids in diagnosis and treatment but also impacts patient satisfaction and overall healthcare outcomes. Objectives: This study evaluated the impact of nurse-patient communication on patient satisfaction within the ED. Methods: The study was conducted in the ED at the King Abdullah Medical Complex in Jeddah city over a one-year period, from September 19, 2023, to September 30, 2024. A quantitative cross-sectional study gathered data from 401 patients and 60 ED nurses. Two validated tools were utilized for data collection: The La Monica Oberst Patient Satisfaction Scale (LOPSS) and the Nurse Quality of Communication with Patient Questionnaire (NQCPQ). Results: Despite positive communication scores, no significant relationship was found between nurse-patient communication and patient satisfaction (Pearson’s correlation coefficient = -0.08, P = 0.56). Sex and educational level significantly impacted patient satisfaction, with female patients and patients with higher educational levels reporting greater satisfaction. Conversely, age and marital status influenced nurse-patient communication. Conclusions: Effective communication is essential for achieving positive patient satisfaction. However, this study did not find a direct relationship between nurse-patient communication and patient satisfaction. Demographic factors, such as educational level and gender, significantly influence patient satisfaction and should be considered in tailoring communication strategies. Healthcare organizations should prioritize enhancing nurses’ communication through targeted training, reducing workload, and fostering supportive work environments.