Scoping Review On Emotional Intelligence And Employee Service Delivery In The Healthcare Sector
Keywords:
Emotional intelligence, Healthcare sector, Healthcare workers, Patient satisfaction, Service deliveryAbstract
Emotional intelligence has become increasingly important in healthcare organizations due to its influence on communication, empathy, interpersonal relationships, and patient-centered care, as healthcare employees work in emotionally demanding environments where the ability to understand and manage emotions affects service delivery outcomes. Despite growing evidence linking emotional intelligence with employee performance, limited attention has been given to its role in Nigerian public hospitals. This scoping review therefore examined the relationship between emotional intelligence and employee service delivery in healthcare organizations, focusing on emotional intelligencedimensions, healthcare outcomes, theoretical perspectives, empirical findings, and research gaps. A scoping review design was adopted through the analysis of conceptual, theoretical, and empirical literature published between 2020 and 2023, drawing on relevant peer-reviewed articles and studies from Nigeria and other countries. The literature focused on dimensions of emotional intelligence, including self-awareness, self-regulation, motivation, empathy, and social skills, and their influence on healthcare service delivery. The review revealed that emotional intelligence significantly improves communication, teamwork, stress management, resilience, empathy, professionalism, and patient satisfaction among healthcare workers, with employees possessing higher emotional intelligence demonstrating better service quality, responsiveness, and patient-centered care. Empathy and self-regulation emerged as the most influential dimensions affecting healthcare outcomes, while emotional intelligence also contributed to reduced burnout, improved job satisfaction, and stronger organizational commitment. However, most existing studies relied on cross-sectional designs and self-reported measures, with limited evidence from Nigerian public healthcare settings. Overall, emotional intelligence is a vital determinant of effective healthcare service delivery; emotional competencies such as empathy, self- awareness, and social skills enhance patient care and organizational performance. The review recommends integrating emotional intelligence into healthcare recruitment, staff training, leadership development, and performance management systems to improve service quality and patient satisfaction.
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