Role of ethical communication among healthcare workers in improving the quality-of-service delivery at the Saint John of God Catholic Hospital, Lunsar, Sierra Leone

Richard A. Kabia; Michel Mutabazi; Carolyne S. M. Buya

doi:10.18203/2394-6040.ijcmph20264245

Authors

Richard A. Kabia Centre for Leadership and Management, Tangaza University, Nairobi, Kenya
Michel Mutabazi Centre for Leadership and Management, Tangaza University, Nairobi, Kenya
Carolyne S. M. Buya Department of Liberal, Development and International Studies, Technical University of Kenya, Nairobi, Kenya

DOI:

https://doi.org/10.18203/2394-6040.ijcmph20264245

Keywords:

Ethical communication, Healthcare workers, Quality of service delivery, Patient, Quality, Service

Abstract

Background: Ethical communication among health workers is central to fostering patient trust, teamwork, and service effectiveness. At Saint John of God Catholic Hospital in Lunsar Town, Sierra Leone, challenges have emerged in upholding ethical communication principles, with patients reporting slow emergency responses and concerns about communication and service delivery. The study examines the role of ethical communication among health workers in improving the quality-of-service delivery at Saint John of God Catholic Hospital, Lunsar Town, Sierra Leone.

Methods: A convergent mixed-methods cross-sectional design was utilised, with proportionate stratified random sampling to select 96 participants from a population of 129 health workers. Key informant interviews provided qualitative insights to complement the quantitative data. The data were analysed using descriptive statistics (SPSS version 26) and thematic analysis.

Results: The overall scores for ethical communication (M=4.2608, SD=0.40812) indicated adequate communication, though areas for improvement remain. Similarly, the overall scores for quality-of-service delivery (M=4.1000, SD=0.44889) suggested satisfactory service delivery, with opportunities for enhancement. Statistical analysis demonstrated a moderate, positive, and significant correlation between ethical communication and quality of service delivery (r=0.552, p<0.05). The coefficient of determination (R²=0.305) indicated that ethical communication accounted for approximately 30.5% of the variance in quality-of-service delivery.

Conclusions: The study concludes that ethical communication plays a vital role in improving healthcare delivery and recommends that health workers practice open and respectful communication during the delivery of services at Saint John of God Catholic Hospital Lunsar. Furthermore, hospital administration should employ additional trained staff to reduce workload and strengthen the quality-of-service delivery.

References

Vošner BH, Železnik D, Kokol P, Vošner J. Importance of communication in nursing. Kärntner Botanikzentrum. 2015;22:36-47.

Higgs J, McAllister L, Sefton A. Communication in the health sciences. In: Higgs J, Ajjawi R, McAllister L, Trede F, Loftus S, editors. Communicating in the health sciences. 3rd ed. South Melbourne (VIC): Oxford University Press; 2012: 4-14.

Kourkouta L, Papathanasiou IV. Communication in nursing practice. Mater Sociomed. 2014;26(1):65-7.

Predilă AM. Ethical communication in healthcare organizations. In: Pamfilie R, Dinu V, Vasiliu C, Pleșea D, Tăchiciu L, editors. 9th BASIQ International Conference on New Trends in Sustainable Business and Consumption; 2023 Jun 8-10; Constanța, Romania. Bucharest: ASE; 2023: 89-95.

Tulasi CH. Effective communication among staff nurses: implications for patient safety and quality of care. Int J Nurs Health Res. 2026;8(1):39-41.

Singapore Medical Council. Ethical code and ethical guidelines. 2016 ed. Singapore: Singapore Medical Council; 2016. Available at: https://www.healthprofessionals.gov.sg/docs/librariesprovider2/default-document-library/2016-smc-ethical-code-and-ethical-guidelines---%2813sep16%29.pdf Accessed on 01 October 2026.

Noviyanti WL, Ahsan A, Sudartya ST. Exploring the relationship between nurses’ communication satisfaction and patient safety culture. J Public Health Res. 2021;10:2225.

Alnasir F. Effective communication skills and patient's health. CPQ Neurol Psychol. 2020;3.

Noorulhuda M, Grady C, Wakim P, Bernhard T, Cho HL, Danis M. Communication of patients' and family members' ethical concerns to their healthcare providers. BMC Med Ethics. 2023;24(1):56.

Waddams C, Cochrane L, Howard O. The IoIC guidance on ethical practice. London: Institute of Internal Communication; 2022. Available at: https://www.ioic.org.uk/static/938dfbca-9ec7-41a4-84162cf374282156/5e879281-3d21-419d-bf0471a8e3388607/IoIcEthical-Practice-GuideInteractive.pdf Accessed on 01 October 2026.

Kwame A, Petrucka PM. Communication in nurse-patient interaction in healthcare settings in Sub-Saharan Africa: a scoping review. Int J Afr Nurs Sci. 2020;12:100198.

Kwame A, Petrucka PM. A Literature-Based Study of Patient–Centered Care and Communication in Nurse-Patient Interactions: Barriers, Facilitators, and The Way Forward. Kwame and Petrucka BMC Nursing. 2021;20:158.

Letho K, Potter K, Eugene R. The role of communication in healthcare decision-making. J Health Sci. 2023;5182:18.

Kombo DK, Tromp DLA. Proposal and thesis writing: an introduction. Nairobi: Paulines Publications Africa; 2006.

Bahrain NNK, Sakrani SNR, Maidin A. Communication barriers in work environment: understanding impact and challenges. Int J Acad Res Bus Soc Sci. 2023;13(11).

Okwir N. Health law and effective patient communication. IAA J Commun. 2025;11:8-15.

Sattar A, Rattani S, Karmaliani R. Caring for unconscious patient: ethical perspective. Asian J Res Nurs Health. 2024;7(1):31-3.

Predila AM. The importance of ethical communication in the medical system. Ovidius Univ Ann Econ Sci Ser. 2023;23(1):768-71.