Table of Contents
Title Page
Abstract
Chapter One: Introduction
1.1 Background to the Study
1.2 Statement of the Problem
1.3 Objectives of the Study
1.4 Research Questions
1.5 Research Hypothesis
1.6 Significance of the Study
1.7 Scope of the Study
1.8 Limitations of the Study
1.9 Organization of the Study
1.10 Definition of Terms
1.10.1 Nurse-Patient Communication
1.10.2 Patient Satisfaction
1.10.3 Quality of Communication
1.10.4 Effective Communication
1.10.5 Factors Affecting Nurse-Patient Communication
References
Chapter Two: Review of Related Literature
2.1 Introduction
2.2 Theoretical Review
2.2.1 Peplau's Theory of Interpersonal Relations
2.2.2 Therapeutic Communication Theory
2.2.3 Patient-Centred Care Theory
2.3 Conceptual Review
2.3.1 Concept of Nurse-Patient Communication
2.3.2 Concept of Therapeutic Communication
2.3.3 Verbal Communication in Nursing Care
2.3.4 Non-Verbal Communication in Nurse-Patient Relationships
2.3.5 Empathy and Active Listening in Nurse-Patient Communication
2.3.6 Concept of Patient Satisfaction
2.3.7 Nurse-Patient Communication and Patient Trust
2.3.8 Factors Affecting Effective Nurse-Patient Communication
2.3.9 Nurse-Patient Communication and Quality of Nursing Care
2.3.10 Nurse-Patient Communication and Patient Satisfaction
2.4 Empirical Review
References
Chapter Three: Research Methodology
3.1 Introduction
3.2 Research Design
3.3 Area of Study
3.4 Population of the Study
3.5 Sample Size Determination
3.6 Sampling Technique
3.7 Instrument for Data Collection
3.8 Validity of the Instrument
3.9 Reliability of the Instrument
3.10 Method of Data Collection
3.11 Method of Data Analysis
3.12 Ethical Considerations
3.13 Limitations of the Methodology
3.14 Summary of the Chapter
Chapter Four: Data Analysis and Interpretation
4.1 Introduction
4.2 Response Rate
4.3 Demographic Characteristics of Respondents
4.4 Analysis of Research Questions
4.5 Test of Hypotheses
4.6 Discussion of Findings
4.7 Summary of Findings
4.8 Conclusion
Chapter Five: Summary, Conclusion and Recommendations
5.1 Introduction
5.2 Summary of the Study
5.3 Conclusion
5.4 Recommendations
5.5 Implications of the Study
5.6 Limitations of the Study
5.7 Suggestions for Further Research
5.8 Contribution to Knowledge
5.9 Final Conclusion
Questionnaire
Section A: Demographic Characteristics
Section B: Level and Quality of Nurse-Patient Communication
Section C: Effect of Nurse-Patient Communication on Patient Satisfaction
Section D: Factors Affecting Effective Nurse-Patient Communication
Section E: Implications of Factors Affecting Nurse-Patient Communication for Patient Satisfaction
Section F: Overall Patient Satisfaction
ABSTRACT
This study examined the effect of nurse-patient communication on patient satisfaction at the University of Benin Teaching Hospital, Benin City, Edo State, Nigeria. Nurse-patient communication is a fundamental component of quality nursing care and an important determinant of patient satisfaction. However, communication between nurses and patients may be affected by factors such as heavy workload, staff shortages, limited time for interaction, language barriers, inadequate explanation of procedures and insufficient attention to patients' emotional and informational needs. The study was guided by three objectives, three research questions and three hypotheses. The specific objectives were to examine the level and quality of nurse-patient communication, determine the effect of nurse-patient communication on patient satisfaction and identify the factors affecting effective nurse-patient communication and their implications for patient satisfaction at the University of Benin Teaching Hospital. The study adopted a descriptive survey research design. The population of the study consisted of all adult inpatients receiving care at the University of Benin Teaching Hospital. A sample size of three hundred respondents was determined using the Taro Yamane formula. A multi-stage sampling technique was used in selecting the respondents. The instrument for data collection was a structured questionnaire titled Nurse-Patient Communication and Patient Satisfaction Questionnaire, which was validated by experts and tested for reliability using the Cronbach alpha reliability coefficient, yielding an overall reliability coefficient of 0.82. A total of three hundred questionnaires were administered and all three hundred were retrieved, giving a response rate of one hundred per cent. The data collected were analysed using descriptive statistics such as frequencies, percentages, means and standard deviations, as well as inferential statistics such as the Pearson product-moment correlation coefficient and simple linear regression analysis. The hypotheses were tested at a significance level of 0.05. The findings of the study revealed that the level and quality of nurse-patient communication at the University of Benin Teaching Hospital is generally high, with respondents agreeing that nurses greet patients politely, listen attentively to their concerns, explain procedures clearly, use understandable language, respond promptly to their calls, show empathy, maintain appropriate eye contact, allow them to ask questions, communicate respectfully and provide adequate information about their health conditions. The findings also revealed that nurse-patient communication has a positive effect on patient satisfaction, as respondents agreed that good communication with nurses makes them feel satisfied with care, respected, valued and willing to recommend the hospital. The findings further revealed that several factors affect effective nurse-patient communication at the hospital, including heavy workload, shortage of nurses, limited time for interaction, language differences, patients' health conditions, environmental noise, inadequate communication skills, lack of communication training programmes, cultural beliefs and poor interpersonal skills. The results of the hypothesis testing showed that there is a significant positive relationship between the quality of nurse-patient communication and patient satisfaction (r = 0.78, p = 0.000). The results also showed that nurse-patient communication has a significant effect on patient satisfaction (B = 0.74, t = 14.80, p = 0.000), with nurse-patient communication explaining 61 per cent of the variation in patient satisfaction. Furthermore, the results showed that there is a significant negative relationship between factors affecting nurse-patient communication and patient satisfaction (r = -0.65, p = 0.000). The study concluded that nurse-patient communication has a significant effect on patient satisfaction at the University of Benin Teaching Hospital and that factors affecting nurse-patient communication have negative implications for patient satisfaction. Based on the findings, the study recommended that the management of the University of Benin Teaching Hospital should employ more nurses to reduce workload, organise regular communication training programmes for nurses, create an environment conducive for nurse-patient communication, develop and implement policies that promote patient-centred care, address language differences between nurses and patients, provide communication aids such as information leaflets and posters, encourage nurses to involve patients in decision-making about their care, regularly assess the level of patient satisfaction with nurse-patient communication and use the feedback to improve communication practices. The study also recommended that the government and policymakers in the health sector should prioritise the improvement of nurse-patient communication in healthcare institutions by allocating adequate resources for the employment of nurses, the provision of communication training and the improvement of healthcare infrastructure. The study contributed to knowledge by providing empirical evidence on the effect of nurse-patient communication on patient satisfaction in the Nigerian healthcare context, identifying the specific factors that affect effective nurse-patient communication and providing a basis for further research on nurse-patient communication and patient satisfaction
