Satisfaction with internal communication in a healthcare institution

Abstract

Introduction/Aim: Internal communication is the cornerstone of the successful functioning of healthcare institutions, as it directly influences employee satisfaction, productivity, and the reduction of misunderstandings. The aim of this paper is to investigate satisfaction with internal communication at the Health Center Šid, with a special focus on identifying the main challenges and proposing measures for improvement. Methods: A quantitative cross-sectional study was conducted among 145 employees at the Health Center Šid. The main instrument was the Internal Communication Satisfaction Questionnaire (ICSQ). The study was conducted in May 2023, and data analysis was performed using Excel programme. Results: The majority of respondents were women (81%), aged between 31 and 50 years (52%), with secondary education (53%) and working as healthcare personnel (78%). The highest satisfaction was recorded in communication with team members (5.53±1.41) and colleagues (5.34±1.45), while the lowest satisfaction was with information on financial success (3.73±1.70) and organizational changes (3.81±1.72). The analysis of ICSQ dimensions showed that horizontal communication (5.17±1.33) and communication with superiors (4.72±1.54) were rated highest, while corporate information (3.93±1.57) and feedback (4.02±1.56) received the lowest ratings. Low satisfaction with the amount of gossip (spreading rumors) (3.57±1.74) is concerning, indicating the presence of negative communication practices. Men showed higher satisfaction (4.67±1.96) than women (4.34±1.59). The highest satisfaction was observed among those under 25 years old (5.57±0.95), while those over 50 years old were the least satisfied (4.18±1.37). Respondents with higher education had the highest level of satisfaction (4.98±1.27), while those with lower education were the least satisfied (3.16±0.72). Administrative staff reported the highest satisfaction (5.16±1.22), and support staff the lowest (3.95±1.48). Conclusion: The research highlighted the need for improving internal communication at the Health Center Šid through the introduction of regular communication skills training, the development of a code of ethics, and the implementation of visibility, communication, and recognition strategies to improve the working atmosphere and increase employee satisfaction.