%0 Journal Article
%T Communication Skills Training For Emergency Nurses
%A Mehmet Ak
%A Orhan Cinar
%A Levent Sutcigil
%A Emel Dovyap Congologlu
%A Bikem Haciomeroglu
%A Hayri Canbaz
%A Hulya Yaprak
%A Loni Jay
%A Kamil Nahit Ozmenler
%J International Journal of Medical Sciences
%D 2011
%I Ivyspring International Publisher
%X 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 (177.8ˇŔ20) increased to 198.8ˇŔ15 after training (p=0.001). Empathy score also increased from 25.7ˇŔ7 to 32.6ˇŔ6 (p=0.001). The patient satisfaction survey of 429 patients demonstrated increased scores on confidence in the nurses (76.4ˇŔ11.2 to 84.6ˇŔ8.3; p=0.01); the nurse's respect, kindness, and thoughtfulness (72.2ˇŔ 8.1 to 82.1 ˇŔ 6,5; p=0.01); individualized attention (71.3ˇŔ 6.2 to 73.2 ˇŔ 9.8; p=0.2); devotion of adequate time to listening (84.6ˇŔ 9.3 to 89.8 ˇŔ 7.6; p=0.03); and counseling and information delivery (71.1ˇŔ 10.2 to 80.2 ˇŔ 9.7; p=0.01). The number of undesirable events and complaints during nurse-patient interactions decreased 66 % from 6 to 2. Conclusion: ˇ°Communication Skills Trainingˇ± 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.
%U http://www.medsci.org/v08p0397.htm