Taylor David, Kennedy Marcus P, Virtue Elizabeth, McDonald Geraldine
Royal Melbourne Hospital, Parkville, Victoria, Australia.
Int J Qual Health Care. 2006 Jun;18(3):238-45. doi: 10.1093/intqhc/mzl002. Epub 2006 Mar 14.
. We aimed to evaluate the effectiveness of a multifaceted intervention, targeting staff-patient communication, in improving emergency department patient satisfaction.
We undertook a pre- and post-intervention study in a university-affiliated emergency department, over a 12-month period. The intervention included communication workshops, a patient education film, and a patient liaison nurse. At the patient level, the patient liaison nurse ensured optimal staff-patient community communication and played a role in staff communication education. The intervention was evaluated using patient surveys (containing general and communication-specific satisfaction items scored out of 100), complaint rates, and patient liaison nurse activity data.
A total of 321 and 545 patients returned questionnaires in the pre- and post-intervention periods, respectively. Significant improvements were observed in patients' perceptions of being 'informed about delays' [score difference, 5.3; 95% confidence interval (CI), 0.6-10.0], that 'staff cared about them as a person' (difference, 4.4; 95% CI, 0.7-8.1), the overall emergency department facility assessment (difference, 3.9; 95% CI, 0.4-7.5) and overall emergency department care (difference, 3.8; 95% CI, 0.3-7.3). Non-significant improvements were seen in all other satisfaction items. In the post-intervention period, there was a 22.5% (95% CI, 14.6-32.8) decrease in the number of complaints received and a decrease in the complaint rate of 0.7 (95% CI, -0.3 to 1.6) complaints per 1000 patients. The patient liaison nurse activities included orientation of the patient including (i) explanation of tests, procedures, and delays; (ii) communication with a range of hospital staff; and (iii) general comfort measures including analgesia quality control.
Significant improvements in a variety of patient satisfaction measures were achieved with an intervention comprising staff communication workshops, a patient education film, and a patient liaison nurse.
我们旨在评估一项针对医护人员与患者沟通的多方面干预措施在提高急诊科患者满意度方面的有效性。
我们在一所大学附属医院的急诊科进行了一项为期12个月的干预前后研究。干预措施包括沟通工作坊、一部患者教育影片以及一名患者联络护士。在患者层面，患者联络护士确保医护人员与患者之间实现最佳沟通，并在医护人员沟通教育中发挥作用。使用患者调查问卷（包含满分100分的一般满意度和沟通专项满意度项目）、投诉率以及患者联络护士活动数据对干预措施进行评估。
干预前和干预后分别有321名和545名患者返回问卷。患者在“被告知延误情况”（得分差异为5.3；95%置信区间[CI]，0.6 - 10.0）、“医护人员关心其个人情况”（差异为4.4；95% CI，0.7 - 8.1）、急诊科设施总体评估（差异为3.9；95% CI，0.4 - 7.5）以及急诊科护理总体评价（差异为3.8；95% CI，0.3 - 7.3）方面的认知有显著改善。在所有其他满意度项目中未观察到显著改善。在干预后期，收到的投诉数量下降了22.5%（95% CI，14.6 - 32.8），每1000名患者的投诉率下降了0.7（95% CI， - 0.3至1.6）次投诉。患者联络护士的活动包括对患者进行指导，其中包括（i）解释检查、操作和延误情况；（ii）与医院各科室工作人员沟通；以及（iii）一般的安抚措施，包括镇痛质量控制。
通过包括医护人员沟通工作坊、一部患者教育影片以及一名患者联络护士的干预措施，在多种患者满意度指标方面取得了显著改善。
