HEALTH PROFESSIONS and Public Health

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Communication Skills in Patients-Healthcare Providers Interactions: Learning from Patients Complaints
(Deanship of Research - Al-Quds University, 2025-06-01) Saja Quqas; Diana Sabarneh; Jana Harahsheh; Narmeen Abuayyash; Shaymaa Qashqeesh; Ayman Ikhlayel; Hussin Farajeen
This study aimed to assess the communication skills in patient-healthcare providers interactions: learning from patient complaints at Bethlehem and Hebron hospitals. The study used the quantitative approach, in a cross-sectional study, using a questionnaire, which is appropriate for the exploratory nature of the research. Therefore, three hundred sixty-eight health patients were stratified calculated, based on hospital and Governorate, and were selected using the convenience sampling method. The sample size was calculated using the sampling web of http://www.surveysystem.com/sscalc.htm, sample size calculator, with a margin of error of 1.11. To achieve this end, a 11-item scale was used to measure the communication skills in patient- healthcare providers interactions: learning from patient complaints at Bethlehem and Hebron hospitals, that was developed by the research team, based on Norouzinia et al. (1111) scale, taking into consideration the cultural appropriateness in the Palestinian society. A 1-point Likert scale (ranging from strongly agree to strongly disagree) was used to measure responses. The collected data were statistically analyzed using the Statistical Package for Social Sciences (SPSS).