Destek Personellerinin İletişim Becerileri ve Empati Düzeylerinin Belirlenmesi: Kamu Hastanelerinde Bir Uygulama

Abstract

In The high level communication skills and empathy behaviors of the healthcare professionals is important to achieve better health outcomes, provide high quality of health care, effective patient participation to the treatment and higher patient satisfaction. The aim of this study is to determine levels and relationship between communication skills and empathy tendency of support staff in public hospitals. A descriptive study was conducted between January and June 2015 in all public hospitals (nine hospitals) in Kocaeli. 387 support staff working in public hospitals (receptionist, clinical assistants, patient services assistants and porters) involved to the study. Communication Skills and Empathy Tendency Scales were used in the study. This study indicated that the level of communication skills and empathy tendency of support staff is in medium level, women have higher communication skills (mental and behavioral) and empathy tendency than men. Also it was found that there was a significant relationship between total working experience and emotional, behavioral and general communication skills. In addition, there was significant relationship between sub-dimensions of communication skills and empathy tendency levels. As a result, effective and continuous in-service trainings should be organized to improve communication skills and empathy levels of support staff.

Sağlık Alanında İletişim Becerisi ve Şiddet: Tokat İli Örneği

“…Yurtdışında da sağlık çalışanlarının şiddete maruz kalma durumları ile ilgili yapılan bazı çalışmalarda kadınlarda bu oranın daha fazla olduğu (45,46), bazı araştırmalarda ise erkeklerde (47,48) yüksek olduğu görülmektedir. Kadınların erkeklere göre daha yüksek iletişim becerilerine sahip olduğu da belirtilmektedir (49). Sağlık kurumlarında yaşanan şiddet olaylarının değerlendirildiği bazı çalışmalarda, şiddet uygulayanların çoğunlukla erkek (50,23) ve şiddet mağdurlarının kadın sağlık çalışanları oldukları belirtilmektedir (50,51).…”

An Empirical Study on Determining the Communication and Empathy Skill Levels of Healthcare Professionals

“…Communication Skills Evaluation Scale: As adapted by Korkut, Owen and Demirbaş-Çelik (25), it is a 5 scale Likert-type scale, including 25statements and developed for the evaluation of communication skills of adults. While early studies had used a 4 points scale, later studies standardized a 5 point scale beginning with "never" (1) rising up to "always" (5). The scale does not include reverse items, high points means that the participants in question evaluated his/her communication skills positively (26).…”

“…Increasing awareness to the advantages of mastering communication skills in the business world have aroused interest into this field and scholarly research has increased as well. The related literature encompasses most studies about healthcare workers (16,17,18,19,20,5), university students (21,22), teacher trainees (23) and business people (24).…”