Effective nurse communication correlates with favorable patient experiences and outcomes. Communication training programs are insufficient, although they do improve nurses’ communication skills. The purpose of this quantitative, pretest-posttest quasi-experimental study was to examine the impact of a communication training intervention on nurses’ perceptions of verbal and nonverbal skills, patient satisfaction with nurses’ communication, and the overall rating of the hospital. The Nurse Self-report Verbal and Nonverbal Communication Skills Survey (NSVNCSS) was the tool employed to collect data from 103 nurses to investigate the changes in nurses’ perception of their own verbal and nonverbal scores from pretest to posttest. The analysis of historical satisfaction surveys from 81 inpatients before and 71 after the communication training was necessary to investigate the changes in relevant scores theorized to accompany the increases in communication ratings. Statistical findings suggested that a communication-training program for nurses demonstrated increased level of nurses’ self-reported verbal and non-verbal skills, as well as for inpatients’ level of satisfaction with nurse courtesy and respect. Other findings revealed that the implementation of a nurse communication-training program showed increased inpatients’ perceived levels of satisfaction on nurses’ listening skills, explaining things clearly, and the overall rating scores for the hospital but were not statistically significant. There was not much room for growth since the average pre-intervention communication score was 3.74 or more out of 4 and an average of 9.2 out of 10 for the overall hospital rating. The results provide valuable evidence that the developed communication skills program is effective in improving nurses’ perception of their communication skills.
|Commitee:||Barton, Tracy, Sunday, William|
|School:||University of Phoenix|
|School Location:||United States -- Arizona|
|Source:||DAI-B 79/01(E), Dissertation Abstracts International|
|Keywords:||Nurse communication skills, Nurse communication training, Nurse courtesy and respect, Nurse nonverbal skills, Nurse verbal skills, Patient satisfaction|
Copyright in each Dissertation and Thesis is retained by the author. All Rights Reserved
The supplemental file or files you are about to download were provided to ProQuest by the author as part of a
dissertation or thesis. The supplemental files are provided "AS IS" without warranty. ProQuest is not responsible for the
content, format or impact on the supplemental file(s) on our system. in some cases, the file type may be unknown or
may be a .exe file. We recommend caution as you open such files.
Copyright of the original materials contained in the supplemental file is retained by the author and your access to the
supplemental files is subject to the ProQuest Terms and Conditions of use.
Depending on the size of the file(s) you are downloading, the system may take some time to download them. Please be