Nurse Listening as Perceived by Patients

Abstract

OBJECTIVE The purpose of this qualitative research study was to ascertain which nurse behaviors a subsection of adults 50 years and older who had had a recent inpatient admission believed conveyed nurse listening. BACKGROUND Listening by nurses has been identified as one of the factors with the greatest impact on patients' overall rating of their hospital experience. The behaviors of nurses that lead to patients' perceptions that listening has occurred have been unexamined, thus hampering attempts at improvement. METHODS Because of lack of literature support, a qualitative study using interpretative phenomenological analysis was undertaken to elicit a rich description of patients' lived experiences related to nurse listening behaviors. RESULTS Study participants provided specific behaviors, both verbal and nonverbal, which led them to believe the nurse was either listening or not. These perceptions affected their sense of safety and ability to trust. CONCLUSIONS Embracing these described behaviors could significantly impact patients' safety and recovery.

Reconceptualizing Patient Safety Beyond Harm

“…Failure to recognize and rescue deteriorating patients can result in preventable illness, harm, and death. 38 Our findings around the physical harm experienced are commonly reported in literature including exacerbation of their condition, 33 falls, 34 medication incidents, 34 pain, 38 and death. 24 Our study also elucidates that patients feel safer when emotional rapport and trust between patients, care partners, and health care professionals are established.…”

“…The erosion of trust resulting from poor communication between patients or care partners with health care professionals has been reported in other studies. 31,[33][34][35][36] The discomfort and uncertainty about reporting negative feedback to a care team has been previously identified. 36,37 In a recent study, patients were hesitant to express their anxieties associated with the lack of safety during their care.…”

“…Our narrative adds to the evolving literature around not being listened to, heard, or taken seriously and the misalignment it creates between patients and health care professionals about the significance on how they are feeling and the symptoms they are experiencing. [30][31][32][33][34] In a recent study on patient complaints, almost half were found to be related to interpersonal problems including perceptions that health care professionals ignore patient and care partner suggestions. 32 Another study revealed that 39% of patients reported that their concerns were discounted by nurses, 30% reported not being believed in by nurses, and 26% reported nurses not trying to understand their concerns.…”

“…32 Another study revealed that 39% of patients reported that their concerns were discounted by nurses, 30% reported not being believed in by nurses, and 26% reported nurses not trying to understand their concerns. 33 Patients shared that they cried or became angry when they perceived that they were not listened to, 33 demonstrating the emotional experience of patient safety.…”

“…Trust and active listening are important dimensions of feeling safe and require the confidence of patients and care partners to be heard, well cared for, and respected. 4,33,35,36,39 Active listening has been associated with improving patients' emotional and functional status (eg, patients' feelings of comfort and safety), adherence to interventions, and quality of life. 4,33,40 Our finding around feeling safe when care is being provided by a competent health care provider is consistent with literature.…”