Communication Accommodation between Nurses and Patients in a Medical Tourism Hospital in Malaysia

Background: As frontline healthcare providers, nurses must communicate effectively with patients. Miscommunication in nurse-patient interactions often leads to heightened stress, anxiety, and dissatisfaction for both parties. Miscommunication may lead to misdiagnosis, mistreatment, and medical errors. Communication errors are likely to increase when nurses and patients communicate in their weaker language (L2) or when even one of the speakers uses a weaker language (L2). This study uses the Communication Accommodation Theory (CAT) to understand the adjustments made by Malaysian ESL/EFL nurses and foreign L1/L2 English-speaking patients seeking treatment in Malaysia. This study investigates the English language challenges of Malaysian English as a Second Language/English as Foreign Language (ESL/EFL) nurses interacting with foreign L1/L2 English-speaking patients and how they would accommodate their communication in English. Methods: A total of 432 ESL/EFL nurses from a Medical Tourism-Oriented Hospital participated in an online questionnaire. This study employed a quantitative research design to examine English language challenges and communication accommodation strategies among Malaysian ESL/EFL nurses in a Medical Tourism-Oriented Hospital. Data were collected via an online questionnaire from March 1–7, 2019 and analysed using IBM SPSS Version 24. Results: The findings indicated that the nurse had problems communicating in English. The nurses needed help understanding the foreign English pronunciation voicing out in English and were unsure of the correct English words to use in the interaction. The nurses prefer to use Malay to express themselves when interacting with foreign L1/L2 English-speaking patients. Most nurses immediately use hand and non-verbal gestures when they face difficulties communicating in English. Conclusion: The nurses adapted their communication styles when interacting in English. Nevertheless, the nurses changed their communication behaviour to foster mutual understanding, demonstrating that individuals naturally find ways to communicate effectively.