Effective communication and conflict resolution between a nurse and a patient

Komunikacija je važan dio pružanja zdravstvene zaštite. Dovodi do viših i boljih standarda pružanja zdravstvene zaštite. Medicinska sestra provodi mnogo vremena komunicirajući s pacijentima. Globalni je cilj njezine profesionalne komunikacije s pacijentima odnos u kojem će im omogućiti da bez straha i oklijevanja javljaju svoje potrebe, želje i očekivanja. Dobra komunikacija između medicinske sestre i pacijenata sama je po sebi korisna terapijska intervencija jer pacijentima pomaže da izraze svoje psihološke i emocionalne potrebe, postavljaju pitanja i osiguravaju veću uključenost u proces liječenja, steknu osjećaj da imaju kontrolu nad vlastitim zdravljem i liječenjem, razvijaju povjerenje i poštovanje u procesu ozdravljenja i steknu fizičko zdravlje. Ipak, u komunikaciji između medicinske sestre i pacijenata dolazi do problema, što može dovesti do sukoba. Iz perspektive medicinske sestre najčešći su uzroci sukoba nedostatak samosvijesti i neusklađena komunikacija s pacijentom. Iz perspektive pacijenata najčešći su uzroci sukoba njihov strah, nemogućnost da se izraze, nedostatak razumijevanja informacija i uputa te kriva očekivanja. U ovom prilogu prikazani su rezultati istra- živanja u kojem smo proučavali iskustva pacijenata u komunikaciji s medicinskim sestrama. Zaključili smo da je za 59 % ispitanika komunikacija s medicinskom sestrom važna odnosno vrlo važna. Njih 85 % vjeruje da je komunikacija između pacijenata i medicinskih sestara često ili uvijek prikladna zbog poštovanja, ljubaznosti i povjerenja. Više od 10 % ispitanika već je bilo u sukobima s medicinskim sestrama, koji su riješeni mirnim dijalogom, isprikom, pa čak i uzvišenjem glasa. Međutim, svjesni su da je najbolja aktivnost za smanjenje sukoba strpljenje svih uključenih.Communication is an essential part of providing medical care. It leads to higher and better standards of the provision of medical care. A nurse spends most of her time communicating with patients. The global aim of her professional communication with patients is a relationship in which she would enable them to communicate their needs, desires and expectations without fear and restraint. Good communication between a nurse and patients is a beneficial therapeutic procedure in itself, as it helps patients to express their physical and emotional needs; to ask questions and thus be more involved in the care that they are receiving; to feel that they are in control of their health and treatment; to develop trust and respect in the treatment process; and to become physically healthy. Nevertheless, problems do occur in the communication between the nurse and patients, which may lead to conflict situations. From the point of view of the nurse the most common causes of conflict are a lack of self-awareness and communication which has not been adjusted to the patients. From the point of view of the patients the most common causes of conflict situations are their fear, inability to express themselves, their misunderstanding of information and instructions, and their false expectations. The paper presents the results of a research study which examined the experiences of patients in communicating with nurses. It has been established that 59% of the respondents consider communication with a nurse important or very important. 85% of them feel that communication between them and the nurses is often or always appropriate, owing to respect, kindness and trust. More than 10% of the respondents have had conflicts with nurses, which they resolved by talking calmly, apologising or even by raising their voice. They are aware, however, that the best activity for reducing conflict is patience from all those involved