Challenges and Strategies in Internal Communication: Insights from Head of Nursing and Allied Health Professionals

Background Internal communication is crucial in today's corporate world, ensuring alignment with organizational goals and enhancing performance. However, organizational complexity and lack of standardization may hinder this effectiveness. The transmission of information top-down is a critical element in ensuring effective and timely communication between the various hierarchical levels. The aim of this study was to analyse the process of top-down communication from Heads of Nursing and Allied Health Professionals to Healthcare Workers in hospital care units, with the specific purpose of identifying challenges and strategies that may result in the design of a structured quality improvement project on internal communication. Methods A qualitative descriptive study was conducted between June and July 2024 in a large university hospital in Northern Italy. Nineteen Heads of Nursing and Allied Health Professionals with at least two years of experience were recruited using purposive sampling. Semi-structured interviews were audio-recorded after written consent from the participants, transcribed verbatim, and analysed through content analysis by two independent researchers. Results The analysis highlighted five main categories: (1) use of software applications for the transmission of information, (2) time management for the transmission of information, (3) use of feedback as a verification strategy, (4) contextualization of information in the care unit, and (5) the uncertainty on the effectiveness of official communication channels. The primary channels of communication are formal tools such as email and meetings, while instant messaging apps are employed for the dissemination of urgent alerts. The effective management of time in the transmission of information is regarded as a crucial aspect. Feedback is employed as a strategy for verifying the effective reception and understanding of information. Nevertheless, a sense of uncertainty persists regarding the effectiveness of official channels. Conclusion To enhance internal communication, it is vital to strike a balance between technological efficiency and the well-being of Heads of Nursing and Allied Health Professionals, while guaranteeing the quality of care, adopting structured feedback practices, and contextualising information. An integrated approach that combines informal technologies and traditional methods is essential to address operational challenges and improve information management in the healthcare sector.