The Effects Of Interpersonal Medical Service Encounters Between Nurses And Patients On Trust, Service Quality And Patient Satisfaction
A. Background and Summary
Patients who seek medical attention come in contact with numerous medical professions and each of these has an active role that they play towards meeting the demands of the patient. However, nurses play a central role in ensuring that the environment around the patient is conducive for their recovery. Therefore, in a patient centered perspective, the relationship between the nurse and the patient should be that which optimizes the conditions for the healing of the patient. On the other hand, we can view healthcare as a service business where the nurse is a core service provider and the patient the client. In order to sustain its customer base, the service provider must ensure that there is intimate contact between them and the service recipient. Therefore, it is evident that problems arise when the interaction between the nurses and their patients fail to meet the expectations of the patients.
Service provider-client relationship is a very important aspect that has drawn the attention of stakeholders in the health sector. Many facilities have established autonomous nursing practices, support for education and put in place nurse manager support to ensure that values concern for parents become embedded in the organizational culture.
Individual nurses, health facilities and regulatory bodies are currently making effort…