20 October 2017
Int J Med Sci 2011; 8(5):397-401. doi:10.7150/ijms.8.397
Communication Skills Training For Emergency Nurses
1. Department of Psychiatry, Gulhane Military Medical Academy, GATA Psikiyatri AD.06018 Etlik, Ankara, Turkey
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.
Keywords: Communication Skills, Training, Nurses, Emergency
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How to cite this article:
Ak M, Cinar O, Sutcigil L, Congologlu ED, Haciomeroglu B, Canbaz H, Yaprak H, Jay L, Ozmenler KN. Communication Skills Training For Emergency Nurses. Int J Med Sci 2011; 8(5):397-401. doi:10.7150/ijms.8.397. Available from http://www.medsci.org/v08p0397.htm