Haskard Kelly B, DiMatteo M Robin, Heritage John
Department of Psychology, University of California, Riverside, USA.
Health Commun. 2009 Jan;24(1):21-32. doi: 10.1080/10410230802606968.
Verbal and nonverbal communication between nursing staff and patients has received scant research attention. This study examined patients' and nursing staff members' global affective and instrumental communication, mutual influence, and relationship to postvisit satisfaction. This study employed ratings of videotaped primary care visits of 81 nursing staff members with 235 patients, and assessed communication in 2 channels: nonverbal visual and speech including vocal tone. Communication channel differences and prediction of patient satisfaction were examined. The visual and vocal communication of nursing staff members and patients robustly predicted each other's satisfaction and reflected their own satisfaction with the dyadic visit. Affect was communicated more clearly through the speech with vocal tone channel, whereas instrumental communication was stronger in visual nonverbal behavior. Patients' and nursing staff members' behaviors of pleasantness and involvement frequently co-occurred.
护理人员与患者之间的言语和非言语沟通很少受到研究关注。本研究考察了患者和护理人员的整体情感和工具性沟通、相互影响以及与就诊后满意度的关系。本研究采用对81名护理人员与235名患者的初级保健就诊录像进行评分的方式，并评估了两种沟通渠道：非言语视觉和包括语调在内的言语。研究考察了沟通渠道差异以及对患者满意度的预测。护理人员和患者的视觉与言语沟通有力地预测了彼此的满意度，并反映了他们对双方就诊的满意度。情感通过带有语调的言语渠道传达得更清晰，而工具性沟通在视觉非言语行为中更强。患者和护理人员的愉悦和参与行为经常同时出现。
