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The Paths of Clinical Nurse's Communication Ability With Angry Patients: A Fuzzy-Set Qualitative Comparative Analysis
Chenmeng Wei1, Na Song1, Qiufang Li1
1School of Nursing and Health, Zhengzhou University, Henan, China.
Nursing & Health Sciences
|June 5, 2026
Summary
Effective communication skills for nurses dealing with angry patients are vital for preventing workplace violence. Key factors include experience, job stability, social mindfulness, moral sensitivity, and self-efficacy, which collectively improve nurse-patient interactions.
Area of Science:
- Healthcare Management
- Nursing Practice
- Conflict Resolution
Background:
- Workplace violence in healthcare settings is a significant issue, frequently stemming from communication failures and emotional distress.
- Nurses, as primary caregivers, require strong communication skills to manage interactions with agitated patients, crucial for de-escalating conflict.
- The current study addresses the urgent need to understand factors influencing nurses' ability to communicate effectively with angry patients.
Purpose of the Study:
- To identify specific combinations of variables that enhance clinical nurses' communication competence when interacting with angry patients.
- To explore the configurational pathways leading to high levels of nurse-patient communication ability in challenging situations.
- To provide evidence-based insights for improving nurse-patient communication and mitigating workplace violence.
Main Methods:
- A cross-sectional study design was employed, utilizing validated instruments for data collection.
- The study involved 450 clinical nurses from two tertiary hospitals in Henan Province, China.
- Fuzzy Set Qualitative Comparative Analysis (FSQCA) was utilized to analyze the complex interplay of variables and identify causal configurations.
Main Results:
- Five distinct configurations were identified, which were further synthesized into three explanatory models.
- These models collectively accounted for 84.3% of the variance in high-level communication ability with angry patients.
- Key contributing factors included years of nursing experience, employment stability, perceived social mindfulness, moral sensitivity, and self-efficacy.
Conclusions:
- Nurses' ability to communicate effectively with angry patients is a multifaceted outcome influenced by individual characteristics, organizational support, and societal perceptions.
- Effective communication strategies should address a combination of personal, professional, and environmental factors.
- Interventions and policies aimed at reducing workplace violence must consider these multi-level configurations to improve nurse-patient interactions and safety.
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