Abstract: one of the conditions for achieving a high level of quality of care and patient satisfaction is the proper level of its interaction with medical (including nurses) staff. This effectiveness is determined by a number of circumstances, incl. personal psychological characteristics of employees. The study presents the results of a specially organized survey of patients of the city hospital (the total number of respondents was 120 people), which allowed us to identify three groups of nurses: with low, medium and high levels of interaction. Group 1 (24.0%) distinguished nurses — they were not sufficiently attentive and flexible, who could not properly convey information to the patient, giving the impression of incompetent staff who were unable to provide the necessary help and support. The second group (40.0%) was composed of nurses with an average level of interaction efficiency (they generally have communication skills, are quite friendly, but it is not always clear for patients to speak and not always able to find an individual approach). Group 3 (36.0%) – highly effective, in collaboration with patients, sisters with whom patients like to communicate (friendly, attentive, able to quickly solve the problem of a particular patient and provide him with complete and understandable information). Using the Cattell questionnaire, the personal characteristics of 45 nurses with differentiation into the specified groups were studied. At the same time, there are significant differences in these characteristics among sisters of group 1 compared with the second and third. The level of emotional intelligence (understanding of others’ and own emotions, the ability to control them) differed among these groups. The obtained data proved the importance of analyzing the psychological characteristics of medical personnel and correcting them if necessary.
Keywords: nurses, psychological characteristics, interaction, emotional intelligence