Examining the Role of Communication Competence in Enhancing Patient Satisfaction in Medical Environments

Abstract

In medical environments, communication competence refers to a healthcare provider's ability to convey information, listen actively, demonstrate empathy, and use appropriate verbal and non-verbal cues to engage with patients. An effective relationship between medical care providers and patients is a critical factor in ensuring high-quality medical care and enhancing patient satisfaction (PS). This research examines the role of communication competence (CC) in enhancing PS within medical settings. The research was conducted across three major hospitals, involving a total of 120 patients and 120 healthcare providers, including physicians and nurses. Data collection incorporated structured surveys and in-depth interviews, with communication competence measured using the Healthcare Communication Competency Scale and patient satisfaction assessed through the PS Questionnaire. Statistical analyses included Pearson’s correlation analysis, descriptive statistics, and multiple linear regression models to determine the predictive power of communication competence on PS while controlling for demographic factors. Additionally, qualitative thematic analysis was employed to explore patients’ perceptions of communication effectiveness. Results indicate an important direct correlation (r = 0.78, p < 0.001) between communication competence and patient satisfaction. Regression analysis further establishes that communication competence is a strong analyst of PS, highlighting that clear explanations, active listening, and empathetic interactions significantly enhance the patient experience. Patients who perceived their healthcare providers as highly competent communicators reported greater trust, reduced anxiety, and increased adherence to treatment recommendations. Healthcare providers with strong communication skills foster better patient trust, engagement, and adherence to treatment.