Impact of Communication Training of Nurses' Verbal and Non-verbal Skills and Patient Satisfaction

Impact of Communication Training of Nurses' Verbal and Non-verbal Skills and Patient Satisfaction

Author: 
Edna Trepanier
Program of study: 
Ph.D./NUR
Abstract: 
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 quasiexperimental 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 nonverbal skills, as well as for inpatients’ level of satisfaction with nurse courtesy and respect. Other findings revealed that the implementation of a nurse communicationtraining 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.
Dedication: 
I dedicate this dissertation to my family who stood by me for the entire journey. Without their ongoing and unselfish support, I would not have completed this project. Without a doubt, my husband was my strongest anchor. I maintained my well-being and sanity because of his continued support. My two daughters and my son-in-law encouraged me not to give up and to continue to explore every opportunity to reach this important academic benchmark. I also dedicate this dissertation to my lovely mother for her unfaltering love, patience, and support; and to my friends who sustained my spirit and stuck by me during the entire journey
Acknowledgements: 
First, I must thank God for giving me the much needed health, strength, and strong determination to stay the course, and to keep my focus until the completion of this doctoral journey. I acknowledge my wonderful husband, Edward, for his love, unwavering support, the encouragements, and for standing by my side as I spent countless hours and sleepless nights to read the materials and complete the required assignments. I greatly appreciate the love, emotional support, and immense understanding from my daughters, Czarina Xamantha and Joanne Gabrielle, and my sonin-law, Dr. Thiago Quirino. I am grateful to my Mom for all her sacrifices. Each of you enabled me to traverse this academic journey to completion. Special thanks and recognition go to my esteemed, well-educated, and very inspiring chair, Dr. Patricia Jenkins, for her tremendous hard work and guidance, and to my scholarly committee members, Dr. Tracy Barton, and Dr. William Sunday, for their much needed direction, incessant encouragement, and support. I thank all of you for your reassurance, questions, intellectual suggestions, and scholarly comments. Although this academic journey was extremely difficult, the knowledge you shared and the path you guided me through, assisted me with completing this enormous task. The completion of this dissertation was possible because of the invaluable contributions provided directly and indirectly by many other individuals. My sincere gratitude goes to Dr. David Newman, for his professionalism, assistance to make sense of the data, and for making himself always available for consultations. I sincerely thank my friend and mentor, Susanne Danis, for providing me with valuable insights, expert knowledge, and continuous support. My special thanks go also to Dr. James Johnston, and his colleagues, for developing their communication research instrument and giving their permission to use the document for nurses and at no cost. My sincere thanks and gratitude goes to the administrative director of nursing of the medical facility, and the entire staff, for giving me the opportunity to conduct the training and to collect the data for my study. I cannot complete this acknowledgment without asking my dear friend, Aggie, to accept my appreciation for working with me tenaciously, for helping develop and tirelessly assist with conducting the educational training program, and for your most admired acting performance as the patient in the educational video. I sincerely thank the incredible staff members, especially to Jun, who participated in the production of the communication role-play video. Eneida, I thank you for spending time teaching me to complete the automatic table of contents. You are an amazing human being!