The communication challenges between nurses and patients in an urban emergency centre in the Western Cape
Ruiters, Katriena Wilhelmina
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BACKGROUND: The perceptions of the communication, between patients and nurses in an urban emergency centre of a district hospital, were explored to identify the challenges. PURPOSE: The aim of the study was to explore the challenges hindering effective communication between patients and nurses, as well as propose possible improvement strategies for effective communication. METHODOLOGY: A qualitative, exploratory and descriptive design was applied in this study. Data was collected through in-depth interviews with patients and nurses. The analysis of the data was performed, using the inductive thematic analysis, which aligned the emerging themes, with the four principles of the Patient-Centred Communication Model (PCCM). FINDINGS: The research observed that patients and nurses perceived various challenges to affect the manner in which professional nurses communicated with patients in the emergency centre and overnight ward. These challenges, such as increased patient numbers and skills shortages, under which the professional nurses have to perform their patient-care duties, had a negative effect on communication. PRACTICE IMPLICATIONS: The research revealed an overwhelming need for further research of all the challenges, resource limitations, as well as staff capacity and skills that influence the communication between patients and nurses. The strengthening of the work place model PCCM, to promote a friendly, accepting and warm environment, which will contribute to the positive health outcome of the organisation, was recommended.