AN EVALUATION OF EMOTIONAL INTELLIGENCE IMPACT ON THE QUALITY OF HOSPITAL SERVICES. CASE STUDY OF UUTH UYO
Abstract:
This research project aims to investigate the impact of emotional intelligence on the quality of hospital services, with a specific focus on the University of Uyo Teaching Hospital (UUTH) in Uyo, Nigeria. Emotional intelligence refers to an individual’s ability to perceive, understand, and manage emotions effectively, both in themselves and in others. It plays a crucial role in interpersonal interactions and has been linked to improved performance and outcomes in various professional settings.
The study will adopt a case study approach, utilising both quantitative and qualitative research methods. The primary objective is to assess the relationship between the emotional intelligence of healthcare professionals and the quality of services provided at UUTH Uyo. The research will explore various dimensions of emotional intelligence, such as self-awareness, self-regulation, empathy, and social skills, and their influence on patient satisfaction, treatment outcomes, and overall service quality.
To achieve these objectives, data will be collected through a combination of surveys, interviews, and observations. The surveys will be administered to healthcare professionals at UUTH Uyo to measure their emotional intelligence levels using established instruments. Patient satisfaction surveys and medical outcome records will also be analyzed to evaluate the quality of services provided.
The findings of this research project will provide valuable insights into the role of emotional intelligence in the healthcare context and its impact on service quality. The results are expected to contribute to the existing body of knowledge on emotional intelligence and shed light on its practical implications for healthcare organisations.
The research outcomes will have several potential implications for healthcare practitioners, administrators, and policymakers. By identifying the specific dimensions of emotional intelligence that are most influential in improving service quality, healthcare organizations can design targeted training programmes and interventions to enhance emotional intelligence skills among their staff. This, in turn, may lead to improved patient experiences, increased patient satisfaction, and better treatment outcomes.
In conclusion, this research project aims to explore the relationship between emotional intelligence and the quality of hospital services, using the University of Uyo Teaching Hospital (UUTH) in Uyo, Nigeria, as a case study. By examining the impact of emotional intelligence on healthcare professionals’ performance, patient satisfaction, and treatment outcomes, this study seeks to provide evidence-based recommendations to enhance the quality of hospital services and improve overall patient care.