Individual personal relations: effects on service quality

Abstract

Better quality of care involves changing patient perceptions and attitudes to what constitutes nursing competence.

Generating Oncology Patient Trust in the Nurse: An Integrative Review

“…Theory-generating studies (n= 2) demonstrated the importance of nursing interventions in the oncology population that promoted trust in the patient–nurse relationship (Charalambous et al, 2016; Radwin et al,2009). Six studies focused on a specific cancer diagnosis: breast (n=3), colorectal (n=1), lung (n=1), and prostate (n=1) (Bando et al, 2018; Holopainen et al, 2014; Jakobsson & Holmberg, 2011; Koinberg et al,2002; Montpetit & Singh-Carlson, 2018; Tuominen et al, 2019).…”

“…Another critical attribute in nurses that facilitates patient–nurse trust is a positive nurse attitude. In a study that included patients diagnosed with prostate cancer (n=11), the attitude of the nurse as being “nice and cheerful” influenced the perception of the nurse as being confident and, therefore, trustworthy (Jakobsson & Holmberg, 2011, p. 434). Nurses who readily smile and appear gracious are also perceived as having positive attributes as reported by patients in a study by Ozaras and Abaan (2018).…”

“…Ten of the 19 studies reflected the theme of nurse attributes to answer research question two. As identified by oncology patients, characteristics of nurses that promote trust in the nurse are competency, professional knowledge, skill, attitude, approachability, communication, and honesty (Aminaie et al, 2019; Coffey, 2006; Daem et al, 2019; Halldorsdottir & Hamrin, 1997; Jakobsson & Holmberg, 2011; Mok & Chiu, 2004; Ozaras & Abaan, 2018; Radwin, 2000; Tuominen et al, 2019; van Dusseldorp et al, 2019). Competent care is frequently equated with the professional knowledge and skill of the nurse (Coffey, 2006; Halldorsdottir & Hamrin, 1997; Radwin, 2000).…”

“…In this review, Mok and Chiu (2004) acknowledged that forming trusting relationships between the patient and the nurse is a complex interactional process and future studies are needed to provide insight into patient–nurse interactions. Adding to the complexity of these interactions, is the action or inaction of the nurse that can facilitate, maintain, or impede the fragile balance of patient trust in the nurse (Ozaras & Abaan, 2018; Jakobsson & Holmberg, 2011; Halldorsdottir & Hamrin, 1997). This suggests that knowing what facilitates trust is not enough; in fact, nurses need to understand which nursing actions enable mistrust in oncology patient–nurse relationships.…”