Patient perceptions of nursing care: an emerging theory of interpersonal competence

Abstract

Nurse-patient interactions were examined to identify elements of interpersonal competence among nurses from the perspective of patients. Forty patients and 12 nurses participated in this qualitative study at a private acute care hospital. Two-hundred and forty-five observations were completed. Open-ended questions were utilized in 85 audio-taped semi-structured interviews. Data collection and analysis occurred simultaneously using the constant comparative method. Four major processes emerged from the data to provide the framework for the themes: 'translating', 'getting to know you', 'establishing trust', and 'going the extra mile'. In the 'translating' theme, patients expressed satisfaction with the nurse-patient interaction when nurses informed, explained and instructed on specific aspects of treatment, and taught general principles of care. The nurses' personal sharing, kidding and clicking appeared as important processes in 'getting to know you'. Patients reported confidence and trust when nurses took charge and appeared to enjoy their work. The theme of 'going the extra mile' included friendship and providing care beyond that expected. The processes provide a framework for an emerging theory of interpersonal competence.

Nurse-patient interaction and communication: A systematic literature review

“…Communication skill includes an extensive repertoire of communication strategies, interpersonal competence (Fosbinder 1994), the ability to personalize the approach to the clients, meaning rate of speech, connecting to the clients' life world, tone of voice, and using shared language (Kaakinen et al 2001). Other concepts subsumed under communication skill were trust, knowledge, caring, respect, and courtesy (Breeze and Repper 1998).…”

Patients’ Perceptions of Nurses’ Skill

“…20 The 4 major subthemes of interpersonal skills were translating, getting to know you, establishing trust, and going the extra mile.…”

“…A review of the literature by Scandinavian researchers 19 indicated that patients' satisfaction with nursing care is influenced by the nurses' technical competence, as well as by 13 Curtis et al 14 Murray-Gracia et al 15 Tamblyn et al 16 Laidlaw et al 17 Frostholm et al 18 Johansson et al 19 Fosbinder 20 Thorsteinsson 21 Baldursdottir and Jonsdottir 22 Radwin 23 Radwin et al 24 Cescutti-Butler and Galvin 25 Kralik et al …”

Postponed or cancelled heart operations from the patient's perspective

“…These results are gratifying, as a correct and respectful reception assumes that the staff has sufficient understanding of the patient's situation and knowledge of their problem and also a humanitarian approach. The patient's perception of the quality of the care given depends a great deal on the person-to-person interplay between patient and staff and this has significant effects on whether the patient is satisfied with the care (Fosbinder 1994). In 1969, Kennedy (1969) suggested that it was difficult for patients to express or admit their feelings and none of the patients had talked to a nurse about the cancellations (Kennedy 1969).…”