Interpersonal Communication in Intensive Care Units: A Qualitative Study on Family Members’ Experiences in a Turkish Public Hospital

<b>Background/Objectives</b>: Studies on the satisfaction of patients' relatives in intensive care units are quite limited both in our country and worldwide. In intensive care units, particularly in adult settings, communication is known to be one of the most important factors influencing patient and family satisfaction. From a communication theory perspective, there are very few qualitative descriptive studies that reveal how this issue is perceived. This research aims to examine the information needs of relatives of patients receiving treatment in intensive care units and their satisfaction levels with regard to regular information provision practices carried out by healthcare professionals working in intensive care units in Turkey. <b>Methods</b>: Semi-structured interviews were conducted with 23 patients' family members in two adult ICUs at a university-affiliated training and research hospital in Turkey. In the data collection process, the 'Critical Care Family Needs Inventory' was used to establish the family needs, as well as a sociodemographic questionnaire that included: age, gender, educational level, patient relationship and previous ICU experience. The unstructured texts obtained from the interviews were analyzed using the Atlas.ti qualitative data analysis software for the thematic analysis method. <b>Results</b>: The findings revealed that while face-to-face information provided by healthcare professionals is generally perceived as comprehensive, regular, and confidence-building, the experience of obtaining information by telephone varies greatly depending on hospital and family circumstances. Inconsistencies in telephone-based information access can create significant communication barriers for some families, yet in certain situations (e.g., chronic illnesses), it can serve as a vital adaptation and information flow tool. <b>Conclusions</b>: The 'Uncertainty Management Theory' and the 'Information Management Theory' are critical for understanding the effects of communication quality in the intensive care unit (ICU) environment on the psychological state of family members and their decision-making processes. Healthcare professionals should recognize that their communication serves not only an informative function but also has profound effects on family members' psychological well-being and participation in the healthcare process.