Branimir Vidić, Matea Vidulić, Krunoslav Novak

DOI: https://www.doi.org/10.64332/ujbb.3.1.3

Abstract
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 influencing 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 significant 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 significant 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.

Keywords: nurse-patient relations; patient satisfaction; communication; nursing care; hospitals