Izvorni znanstveni članak
https://doi.org/10.64332/ujbb.3.1.3
Patients’ Perception of Nurses’ Communication in a University Hospital Center Zagreb: A Cross-Sectional Study
Branimir Vidić
; University Hospital Centre Zagreb, Clinic for Pulmonary Diseases Jordanovac, Zagreb, Croatia
Matea Vidulić
; Department of Communication Science, Catholic University of Croatia, Zagreb, Croatia
Krunoslav Novak
; Department of Communication Science, Catholic University of Croatia, Zagreb, Croatia
Sažetak
Background: Communication between nurses and patients
is crucial for the quality of healthcare, as well as for patient
satisfaction and safety. Research shows that effective
communication increases trust and leads to better treatment
outcomes, while its absence can result in dissatisfaction.
Aim: This study aimed to examine patients’ perceptions
of communication with nurses and to identify factors
infl uencing it.
Methods: A cross-sectional study was conducted at the
University Hospital Centre (UHC) Zagreb during March
and April 2025. Hospitalised patients from the Department
of Internal Medicine were included. Data were collected
using a customised survey questionnaire and analysed using
descriptive and inferential statistical methods.
Results: A total of 309 participants took part in the study.
The average satisfaction score with communication was 4.41
on a scale from 1 to 5. The highest satisfaction was recorded
for approachability, kindness, and consistency in care, while
the lowest scores were given for nurse introductions (average
4) and family involvement (average 4.1). A statistically
signifi cant association was found between patient gender
and satisfaction with communication, with male patients
giving higher average ratings (4.5) than female patients (4.3;
p=0.007), as well as between the presence of support from
loved ones and satisfaction with communication, where
patients with support rated communication higher (4.43)
compared to those without support (3.97; p=0.031). No
statistically signifi cant association was found between patient
age or type of hospital accommodation and satisfaction with
nurse communication.
Conclusion: The majority of patients participating in the
study had a positive perception of communication with
nurses. The results highlight the importance of continuous
development of communication skills and may serve as a
basis for improving work organisation and nurse education
in Croatian hospitals.
Ključne riječi
nurse-patient relations; patient satisfaction; communication; nursing care; hospitals
Hrčak ID:
346986
URI
Datum izdavanja:
5.5.2026.
Posjeta: 0 *