Η συναισθηματική νοημοσύνη στον τομέα της υγείας ως μοχλός βελτίωσης των υπηρεσιών
Emotional intelligence in the health sector as a factor of improving services
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Keywords
Συναισθηματική νοημοσύνη ; Επαγγελματίες υγείας ; Ποιότητα υπηρεσιών υγείας ; Επικοινωνία ; Ενσυναίσθηση ; Φροντίδα ασθενώνAbstract
This undergraduate thesis examines the emotional intelligence of healthcare
professionals and its relationship with the perceived quality of healthcare services. Emotional
intelligence is considered a crucial skill for healthcare professionals, as it contributes to
effective communication, emotional regulation, and the development of trustful relationships
with patients. The main objective of this study was to investigate the level of emotional
intelligence among healthcare professionals and to explore its relationship with the quality of
healthcare services provided. A quantitative research design was employed, and data were
collected through a structured questionnaire administered to a sample of 54 healthcare
professionals. The research instrument included demographic questions, the Wong and Law
Emotional Intelligence Scale, and a questionnaire assessing satisfaction with primary
healthcare services. Data analysis was conducted using the SPSS statistical software. The
findings revealed that healthcare professionals demonstrate relatively high levels of
emotional intelligence, particularly in the dimensions related to understanding and using
emotions. Furthermore, emotional intelligence was found to be positively associated with
healthcare professionals’ perceptions of service quality. The results highlight the importance of
developing emotional skills in order to enhance the quality of care and improve the
effectiveness of healthcare services.