Conflicts in healthcare provider–patient relationships remain a global challenge despite advances in healthcare systems. Patients often feel unheard or overwhelmed by medical terminology, while providers may perceive them as demanding or distrustful (Street, Makoul, Arora, & Epstein, 2009; O’Daniel & Rosenstein, 2008). These communication gaps reduce satisfaction, adherence, and perceived service value (McCabe, 2014). Nurse listening—both verbal and nonverbal—helps patients feel respected and understood, fostering trust and a positive hospital experience (Loos, 2021). Likewise, clear and empathetic explanations promote patient understanding and participation in treatment decisions.

Vietnam as a Model Case

As Vietnam modernizes its healthcare system, communication quality is central to improving trust, engagement, and perceived service value (Nguyen, Tran, & Nguyen, 2021). Most local studies focus on clinical efficiency rather than interpersonal communication. However, surveys indicate that staff–patient interaction is a key predictor of satisfaction and perceived service value in Vietnamese hospitals (Thanh, Le, Nguyen, & Doan, 2022). This study addresses that gap by exploring how listening and explanation skills influence patient trust, participation, and perceived service value within Vietnam’s hospital context.

Methodology

A total of 270 patients from five hospitals in Ho Chi Minh City participated in structured interviews. Respondents aged 18–49, equally male and female, assessed providers’ listening and explanation skills, trust, participation, and perceived service value using a five-point Likert scale. Data were analyzed using Exploratory and Confirmatory Factor Analyses and Structural Equation Modeling (SEM).

Key Findings

Listening skills significantly improved both patient trust and participation, while explanation skills enhanced participation but not trust. Trust and participation positively affected perceived service value (Gaur, Xu, Quazi, & Nandi, 2011; McColl-Kennedy et al., 2017). Listening fosters empathy and emotional connection, whereas explanation strengthens comprehension and engagement—both vital for patient-centered care.

Implications for Nurses and Healthcare Providers

Although conducted in Vietnam, these findings have global relevance. Nurses, as primary patient contacts, play a pivotal role in communication. Effective listening and explanation improve assessment, adherence, and recovery while reducing anxiety. Interprofessional communication further enhances teamwork and safety (Foronda, MacWilliams, & McArthur, 2016). Training programs should integrate these skills as core competencies and address systemic barriers such as heavy workloads and limited consultation time.

Conclusion

Listening and explanation are not merely technical abilities but therapeutic tools that build trust, encourage participation, and enhance perceived service value. Prioritizing these competencies can elevate patient satisfaction and health outcomes in Vietnam’s evolving healthcare system.

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Authors:

Truong, Quang Dong IN23SP, Savonia UAS, s2313061@edu.savonia.fi

Mensah-Attipoe Jacob, Part-time lecturer, Savonia UAS, jacob.mensah-attipoe@savonia.fi

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