1.1 Introduction
Patient satisfaction is a multi-dimensional healthcare issue affected by many factors. It is parameter for assessing the quality of patient care services. Quality services increase the confidence of the patient about hospital care. Patient satisfaction and healthcare service quality can be increased by using a multi-disciplinary approach that combines patient inputs as well as expert judgment. It is difficult to measure the patient satisfaction level. Both clinical and non-clinical outcomes of care have influence on patient satisfaction (Manna et al, 2013) Perceived service quality is a very strong determinant of patient satisfaction. A health care organization can achieve patient satisfaction by providing quality services, keeping in view patients’ expectation and continuous improvement in the health care service (Zineldin 2006).
As a prelude to other parts of this study, this chapter will discuss the background upon which this study was initiated, the statement of problems that led to this study, the Aim and Objectives of the study. Others are Significance of the study, Scope of work, Research hypothesis and questions, Limitations of the Study and Definition of technical terms.
1.2 Background of Study
Communication is vital to good patient care in any discipline in the health domain and there is a lot that has been written concerning communication problems in the general practice of Radiology. Communication in medical imaging is a neglected area of research, despite the necessity for good communication if optimum diagnostic images are to be achieved (Adams and Smith, 2003). Interpersonal communication between radiographers and patients plays an important role in the success of radiographic exams. Some of the patients routinely respond differently from the instructions given by the radiographer during exposure, resulting in delays or having to repeat the examination altogether. Ineffective communication during radiological procedures has many ramifications which include poor quality radiographs, inconclusive examinations, and patient delays among others. Often radiographic procedures have to be repeated, which in turn increases the radiation dose to which the patient is exposed and escalates the costs of the examination.
Effective verbal communication includes the display of professional conduct, an attitude of respect toward other professionals and the patient and the responsibility to act as a patient advocate through all aspects of the patient’s care. Radiographers are frequently responsible for acting as patient advocates, taking patient histories, providing instructions for fasting before contrast studies and explaining post examination care clearly in a way and language the patient will understand.
Thus, it is important that Radiographers give explicit instructions, answer questions promptly and completely, coordinate patient care efficiently and work together with the patient. This responsibility includes being thorough in their questioning and ensuring the patient understands all instructions. Meyer 3 suggested asking specific instead of general questions, such as “Are you taking any prescription drugs, over-the-counter medications or any herbal supplements?” instead of “Are you taking any drugs?” When a patient is unable to answer questions or comprehend instructions, the patient’s family or guardian should be involved in both the history-taking and the decision-making processes. By encouraging family participation, feelings of stress and frustration toward staff are reduced and system dysfunction is less frequent. Like anyone else, radiographers can be unhappy, short-tempered, rushed and interrupted, ignorant on some subjects, or charmless.
Evidence is that healthcare fails without a conscious informed effort of communication which is the personal and professional responsibility of everyone concerned with the care of the sick (Kaushal, 2007). Improved communication between patient and healthcare providers results in patients who are happier with their overall healthcare experience (Strife, 2011). Although research has been conducted on the attitudes of radiographers towards their patients, but no research has been done on effective verbal communication especially.
Therefore, in Enugu metropolis where the research was carried out, the activities that was conducted is to assess the level of verbal communication between radiographers and patients, to identify barriers to effective verbal communication and patient’s reaction to towards effective verbal communication.
1.3 Statement of Problems
Investigation revealed that the problem of effective communication might be that there are no trained radiographers in terms of relating with patients no matter their wildness. Communication amongst people is what brings people closer to each other or far away from each other; When it is been done properly can really determine the good relationship and vice versa. In the hospital scenario, where radiographers and the patients are involved, effective communication will determine whether the patient would visit the hospital some other time or not.
Finally, several research has been carried out effective communication but not even a single research has been carried out on the effective communication between radiographers and patients; influence on service delivery and patient satisfaction.
1.4 Aim and Objectives of Study
The aim of the study is to examine the Influence on Service Delivery and Patient Satisfaction towards Effective Communication between Radiographers and Patients. In achieving this aim, the following specific objectives were laid out as follows:
- To determine the factors affecting effective communication between radiographers and patients;
- To determine the extent to which effective communication improves patients satisfaction and service delivery;
- To investigate the effect of effective communication on patients; and
- To proffer possible solutions to the problems.
1.5 Research Questions
The study came up with research questions so as to be able to ascertain the above stated objectives. The specific research questions for the study are stated below as follows:
- What is the effect of effective communication on patients?
- What are the factors affecting effective communication between radiographers and patients?
- What is the extent to which effective communication improves patient’s satisfaction and service delivery?
- What are the possible solutions to the problems?
1.6 Research Hypothesis
In order to pursue the objective of this study, the following generalized statements have been designed to guide and aids in obtaining the result for the experiment to be conducted. For this work, the null hypothesis will be represented with H0 while the alternative hypothesis will be represented with hypothesis H1.
Hypothesis One
- H0: Effective communication between radiographers and patient has no significant effect on service delivery and patient satisfaction.
- H1: Effective communication between radiographers and patient has a significant effect on service delivery and patient satisfaction.
1.7 Significance of Study
The study on effective communication between radiographers and patients will be of immense benefit to the entire radiographers in the sense that it will enable them to understand communication pattern to be used with the patients, in that all the patients are having different temperament and perceptions. It will also enable them to relate properly with the patient about any diagnosis in their body such that when they are being told it will not frighten them so much that they become so instabilised.
Finally, the study will be of immense benefit to other researchers who intend to know more on this study and can also be used by non-researchers to build more on their research work. This study contributes to knowledge and could serve as a guide for other study.
1.8 Scope of Study
The scope of the research is focused on the Influence on Service Delivery and Patient Satisfaction towards Effective Communication between Radiographers and Patients.
1.9 Limitations of the Study
During the course of this study, many things militated against its completion, some of which are:
- Time Constraint: The time frame given to accomplish this project was very short due to school academic calendar and it was carried out under pressure which made the researcher not to implement some necessary features.
- Research material: availability of research material is a major setback to the scope of the study.
- Frequent power failure: This made the researcher append more money on fuel to ensure sustainable power.
- Financial Constraint: Insufficient fund tends to impede the efficiency of the researcher in sourcing for the relevant materials, literature or information and in the process of data collection (internet, questionnaire and interview).
1.10 Definition of Terms
Radiographer: A radiographer is an Allied Health professional who uses x-rays to produce radiographs of patients in order to help diagnose the patient's medical condition.
Effective: In producing a desired or intended result.
Communication: The imparting or exchanging of information by speaking, writing, or using some other medium.
Patient: A person receiving or registered to receive medical treatment.
Service Delivery: The act of providing a service to customers
Satisfaction: Fulfillment of one's wishes, expectations, or needs, or the pleasure derived from this.
Influence: The capacity to have an effect on the character, development, or behaviour of someone or something, or the effect itself.
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