The Impact of Nurse Emotional Intelligence as a Measurable Outcome Variable in Results-Oriented Care
Abstract
Thizwilondi Ananias Magadze
Background: Modern healthcare systems increasingly adopt results-oriented care models that prioritise measurable performance indicators. However, traditional nursing performance metrics largely overlook emotional and relational competencies despite their significant influence on patient outcomes.
Aim: This study examined the impact of nurse emotional intelligence (EI) as a measurable outcome variable within results- oriented care and explored its influence on patient satisfaction, communication quality, and emotional support.
Methods: A mixed-methods descriptive cross-sectional design was employed in medical, surgical, and emergency units of a tertiary hospital. One hundred and twenty registered nurses completed the Wong and Law Emotional Intelligence Scale (WLEIS), and 150 adult inpatients completed a patient satisfaction and communication questionnaire. Semi-structured interviews were conducted with 20 patients. Quantitative data were analysed using SPSS (descriptive statistics, Pearson correlation, and linear regression); qualitative data underwent thematic analysis.
Results: Nurses demonstrated high overall EI (M = 4.03, SD = 0.64), with strongest performance in others’ emotion appraisal (empathy). Nurse EI showed strong positive correlations with communication clarity (r = 0.68, p < 0.001), emotional support (r = 0.71, p < 0.001), and overall patient satisfaction (r = 0.75, p < 0.001). Regression analysis revealed that EI explained 56% of the variance in patient satisfaction (R2 = 0.56, p < 0.001). Qualitative themes highlighted emotional presence, human-centred communication, and perceived competence as key patient-valued outcomes linked to high nurse EI.
Conclusion: Emotional intelligence is a measurable, powerful predictor of patient-centred outcomes and should be formally integrated into results-oriented nursing performance frameworks, staff development, and quality metrics.