Communication Barriers between Nurses and Patients in Hospitals: A Systematic Review, Exams of Communication

Download Communication Barriers between Nurses and Patients in Hospitals: A Systematic Review and more Exams Communication in PDF only on Docsity! Andriyanto et al./ Communication Barrier between Nurse and Patient e-ISSN: 2549-0281 105 Communication Barrier between Nurse and Patient at The Hospital: A Systematic Review Andriyanto Masters Program in Communication Sciences, Universitas Diponegoro ABSTRACT Background: Communication is a multi-dimensional, multi-factorial phenomenon and a dyna- mic, complex process, closely related to the environment in hospital or related places. Nurses in hospital need to enhance their skill in communication to improve patient satisfaction. This study conducted a systematic review to describe the communication barrier between nurse and patient at the hospital. Subjects and Method: This was a systematic review conducted by searching databases from EBSCO e-journals, Elsevier Science Direct, CINAHL Complete, and Google Scholar, published from 2012 to 2017. The literature was analyzed using critical appraisal tool. Results: Communication barriers included job dissatisfaction due to workload, uncontrolled patient family presence, distrust of nurse competency, gender incompatibility, nurse lack of attention, delay and carelessness in providing information, lack of nurse responsibility, difference in language, over workload, patient family disorder, nurse reluctance to communicate, patient physical discomfort, physical and psychological complaint, language difficulty, limited nurse communication skill, insufficient time, busy environment, and noise. Communication barriers between nurse and patient affected the quality of health service. Conclusion: Communication barriers between nurse and patient affect the quality of health service. Keywords: communication barriers, nurses-patients, hospital Correspondence: Andriyanto. Masters Program in Communication Sciences, Universitas Diponegoro. Jl. Prof. H. Soedarto, Tembalang, Semarang 50275, Central Java. Email: andrebae139@gmail.com. BACKGROUND Effective communication is an important element in the quality of nursing care (Fleischer et al., 2009). This has also been mandated in the National Standards for Hospital Accreditation, that nurses have tasks related to management of commu- nication and education, therefore nurses are able to create effective communication skills as a valuable tool allowing to assess patient needs and provide appropriate physical care, emotional support, know- ledge transfer and information exchange (Caris-Verhallen et al., 2004). Communi- cation is also a multidimensional, complex and dynamic process (Sheldon et al., 2006). Building effective communication takes into account the needs of patients, because through effective communication capable of improving nurse-patient relationships even has a profound effect on patients' percep- tions of the quality of care and treatment outcomes (Li et al., 2012). Effective communication as the begin- ning of the creation of a relationship between nurses and patients the ability and ability to communicate effectively will greatly facilitate nurses to establish rela- tionships with patients and families (Lilje- roos et al., 2011) According to Epstein et al. (2010), through nurse interaction and communication patients are very useful when responding to their needs, beliefs, hopes, values and preferences. Effective Journal of Health Policy and Management (2019), 4(2): 105-110 https://doi.org/10.26911/thejhpm.2019.04.02.05 106 e-ISSN: 2549-0281 and flexible communication skills of nurses are able to alleviate fears and anxieties related to the illness of patients and their families (Fakhr-Movahedi et al., 2011). Hospital Accreditation Standard states that each element in it can create a hospital organization that is safe, effective and well-managed. Where the nursing team and management order strengthen so that effective communication can encourage health care providers to strive to improve service quality, especially the quality of nursing staff in supporting increasingly professional nursing management services. Effective communication is a competency that is indispensable in nursing services that is able to bridge every action that will be taken to the patient so as to reduce the adverse effects of medical services and nursing on patients who have communi- cation barriers to communication. Effective communication, information service and effective education in hospitals is one of the national standards for hospital accredita- tion, KARS, 2018 sees that the importance of effective communication must be carried out within the framework of improving the quality of services and patient safety in the hospital. Communication barriers are ineffec- tive communication activities of patients with health personnel in the communica- tion process that are carried out so as not to deliver the message as desired (Ganiem, 2018), this greatly affects the communica- tion process between providers of health personnel, especially nurses as a main part in nursing services to patients. Communi- cation barriers that often occur in nursing services include relationships that are closely related to cultural factors, nurse attitudes and competencies, gender factors, environmental factors, nurse workload factors. This article aims to describe and identify the obstacles to nurse patient communication at the hospital. SUBJECTS AND METHOD A systematic review through review of patient nurse communication articles to identify the occurrence of communication barriers in hospitals. The inclusion criteria were all types of research that were reviewed, namely research that describes and identifies various barriers to nurse patient communication in the hospital. Literature search articles that have been published with a population of nurses in several hospitals which have experienced various communication barriers. The search was carried out using Elsevier Sci- ence Direct, EBSCO E-Journal: CINAHL Complete, and Google Scholar with key- words variable communication barriers, nurses-patients, hospital. Articles found from each search based on the 2012-2017 publication date. Articles that meet the inclusion criteria were collected and exa- mined systematically. Extraction of study data was carried out by reading the results of the study and then taking the essence which included the research title, the name of the researcher and the year of the study, the journal of the publisher, the study objectives, and methods. All parts are included in a table so that it is easier to read the extraction results. The search process gets 4 articles that meet the criteria for inclusion criteria. RESULTS Based on the search results, 11 articles that are considered to be in accordance with the objectives of the study were obtained then they were put together and then a screening whether the title of the article is the same or not was done. After screening, there were 8 articles with the same title, from 13 of these articles then screening based on eligibility Andriyanto et al./ Communication Barrier between Nurse and Patient e-ISSN: 2549-0281 109 fever, anxiety, and graving. The obstacle on the side of the nurses involved was limited communication skills due to lack of communication skills training. In addition, other obstacle factors such as insufficient time, because nurses must serve other pati- ents. Obstacles to the care environment; busy work, the noise of the hospital environment by a large number of patient families. Another obstacle was caused by an irregular and cooperative communication management system. Molazem et al. (2011) reported that the nurse's main focus was on conducting routine clinical tasks. Llenore and Ogle (1999), showed that nurses on wards were very focused on doing clinical assignments which were only 5% of their time of concern aimed at communicating with patients. Based on the description of the article above, it can be concluded that there were several barriers to communication that occur between nurses and cause dissatis- faction in health services. The aim of the health care system was to provide quality services and the best way to get patient satisfaction was to communicate. There- fore, it was expected to health providers to improve effective communication. In order to reduce barriers to communication in health services in hospitals. 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