A Campaign on Communication: Let’s Talk Right

Usha Banerjee; Sundus Nishat

doi:10.31305/rrijm.2023.v08.n08.016

Authors

Capt. (Dr) Usha Banerjee Group Director Nursing, Apollo Hospitals Group, India https://orcid.org/0009-0003-6985-7555
Ms. Sundus Nishat Administrative Assistant, Indraprastha Apollo Hospital, New Delhi-76, India https://orcid.org/0009-0004-3075-7562

DOI:

https://doi.org/10.31305/rrijm.2023.v08.n08.016

Keywords:

Patient Complaints, Campaign, Communication skills, Staff Nurses, English Proficiency, effective communications

Abstract

This study highlights the importance of having effective communication among Nurses since communication is integral to the nurse-patient relationship and is one of the six fundamental values of nursing to deliver high-quality and compassionate care for patients. In view of the increased number of patient complaints related to Nurses’ communication failure, this campaign began in the hospital with the aim of reducing the number of patient complaints by empowering the Nurses through various activities and enhancing effective communication among them. A total of 66 nurses actively participated in the campaign and were trained in effective communication. Considering the study findings, it was observed that the English Proficiency level of the staff nurses improved from 20% (pre-campaign) to 62% (post-campaign) and also aided in reducing the number of patient complaints. Also, patient satisfaction score improved from 75% (March) to 84% (July).

Author Biographies

Capt. (Dr) Usha Banerjee, Group Director Nursing, Apollo Hospitals Group, India

Capt. (Dr) Usha Banerjee received her Bachelor’s Degree in Nursing from the prestigious Armed Forces Medical College, MBA in HR & Industrial Relations and Diploma in Hospital Administration and Diploma in Training and Development from renowned organizations. Presently, she is pursuing her PhD in management. She had the privilege to work at the helm of affairs in the best of organizations. She is currently working as a Group Director Nursing of Apollo Hospitals Group, India. With over 29 years of distinguished work experience spanning across Military Nursing Services, Academic Nursing and Corporate Hospitals (Manipal, Max Healthcare and now Apollo), she has a diverse and vast experience of healthcare. Being a President’s awardee and a recipient of many national and international coveted awards, she wishes to contribute immensely to the health system of our country which she feels is a responsibility paramount and she owe this to her profession.

Ms. Sundus Nishat, Administrative Assistant, Indraprastha Apollo Hospital, New Delhi-76, India

Ms. Sundus Nishat received her Bachelor’s Degree in B. Pharm from Jamia Hamdard University, India and received her Master's Degree in MHA (Masters in Hospital Administration) from Delhi Pharmaceutical Science and Research University (DPSRU), India. Currently, she is working as an Administrative Assistant in Indraprastha Apollo Hospitals Delhi, India. She worked as an intern in Quality Department of BLK hospital, India where she worked on a dissertation project on the topic “A study to assess and reduce the risk of Healthcare-Associated Infections in Super Speciality Hospital, Delhi, India. Earlier, she worked as an intern in the pharmacy department of Max Super Speciality Hospital and also worked in the clinical pharmacology department under Medical Administration at Fortis Hospital, Vasant Kunj, India.