Examining the Impact of Communication Skills on the Service Effectiveness of Health Information Management Practitioners at Lagos State University Teaching Hospital (LUTH)

Abstract

Introduction: Effective communication is integral to the delivery of quality healthcare services, particularly in the realm of health information management (HIM). This study aims to investigate the relationship between communication skills and service effectiveness among HIM practitioners at Lagos University Teaching Hospital (LUTH) in Lagos, Nigeria. Given the importance of communication in healthcare settings, understanding its impact on service effectiveness can inform strategies for improving patient care and organizational efficiency. Objectives: The primary objective of this study is to assess the association between communication skills and service effectiveness among HIM practitioners at LUTH. Specifically, the study aims to examine the prevalence of communication challenges, identify key communication skills perceived to enhance service effectiveness, and explore the impact of communication on patient care outcomes. Method of Analysis: A descriptive cross-sectional study design was employed, involving 120 HIM practitioners selected through stratified random sampling. Data was collected using structured questionnaires, comprising demographic information and items related to communication skills and service effectiveness. Descriptive statistics, including frequencies and percentages, were used to analyze the data and present key findings. Results: Among the HIM practitioners surveyed, 80.0% acknowledged the prevalence of cordial relationships among colleagues, while 75.0% recognized verbal communication skills as an accepted means of interaction within their unit. Additionally, 80.0% indicated acceptance of local languages like "pidgin" for communication, and 60.0% noted instances of utilizing non-verbal communication skills to navigate inter-departmental interactions. However, challenges such as diversity among tribes, the timeliness and tone of message delivery, use of jargon and unfamiliar language, disunity among practitioners, and unskilled personnel were identified as significant hurdles. Conclusion: This study highlights the critical role of effective communication skills in fostering service effectiveness among HIM practitioners at LUTH. Despite persistent challenges, practitioners recognize the importance of communication in enhancing patient care outcomes and organizational efficiency. Addressing communication barriers through targeted training programs and promoting a culture of open communication can significantly improve service effectiveness and contribute to a healthier healthcare environment.