Communication Skills Training For Emergency Nurses

Abstract

Objective: To determine the effects of a communication skills training program on emergency nurses and patient satisfaction.Methods: Sixteen emergency nurses attended a 6-week psychoeducation program that was intended to improve their communication skills. The first 3 sessions of the psychoeducation program consisted of theoretical education on empathy and communication. Other sessions covered awareness, active communication, and empathic skills on a cognitive behavioral basis using discussion, role play, and homework within an interactive group. The effects of the program were assessed using a communication skills scale, empathy scale, and patient satisfaction survey and were reflected by the reduction in the number of undesirable events between nurses and patients in the emergency department.Results: The mean communication skill score (177.8±20) increased to 198.8±15 after training (p=0.001). Empathy score also increased from 25.7±7 to 32.6±6 (p=0.001). The patient satisfaction survey of 429 patients demonstrated increased scores on confidence in the nurses (76.4±11.2 to 84.6±8.3; p=0.01); the nurse's respect, kindness, and thoughtfulness (72.2± 8.1 to 82.1 ± 6,5; p=0.01); individualized attention (71.3± 6.2 to 73.2 ± 9.8; p=0.2); devotion of adequate time to listening (84.6± 9.3 to 89.8 ± 7.6; p=0.03); and counseling and information delivery (71.1± 10.2 to 80.2 ± 9.7; p=0.01). The number of undesirable events and complaints during nurse-patient interactions decreased 66 % from 6 to 2.Conclusion: “Communication Skills Training” can improve emergency nurses' communication and empathy skills with a corresponding increase in patient satisfaction and reduction of the undesirable events and complaints during nurse-patient interactions.

Factors Affecting Patient Satisfaction With Emergency Department Care: An Italian Rural Hospital

“…Young age also showed an inverse relationship with perceived quality ( Oflaz & Vural, 2010 ; Raper, Davis, & Scott, 1999 ). Other studies showed that information provided by ED nurses and their attention to patient care were positive predictors of high overall satisfaction ( Parra Hidalgo et al, 2012 ; Ak et al, 2011 ; Davis & Duffy, 1999 ).…”

Psycho-education's impact on communication skills, self-esteem and anger expression status of emergency medical technical student

“…Every health care workers dealing with emergency patient and wounded person to have sufficient hard ware in communication is as important as emergency response (9). In the study that Włoszczak-Szubzda et al made to determine professional communication sufficiency of emergency medical technicians, it is stated that level of students taking specific communication skills education is better, rather than general psychology and general communication skills education (14).…”

“…Psycho-education is defined as programs that targeting the process of planned intended development and change therefore using related education, methods and techniques on patients, patient's family or healthy individuals (8). This program can also be used for the same purposes for health care workers except patient or consultant (9)(10)(11).…”

Perspective of Health Care Providers about Barriers of Instructional Programs: A Qualitative Study

“…In line with the results of this study, a study indicated that lack of motivation and tendency, hopelessness, and disinterest of the trainer in his/her own professions were some of the important communication barriers to health education (12). In a study, it was reported that lack of communication and informational skills of trainers played a significant role in impeding their communication with patients (27). Also, the cultural status of the service providers should not be disregarded (26).…”