Department of Health Education and Promotion, Social Determinants of Health Research center, School of Public Health, Isfahan University of Medical Sciences, Isfahan, Iran.
Department of Health Education and Promotion, Social Determinants of Health Research Center, Public Health School, Ahvaz Jundishapur University of Medical Sciences, Ahvaz, Iran.
BMC Med Educ. 2021 Jul 6;21(1):369. doi: 10.1186/s12909-021-02796-4.
Service satisfaction ratings from clients are a good indicator of service quality. The present study aimed to investigate the impact of communication skills and self-efficacy training for healthcare workers on clients' satisfaction.
A quasi-experimental study was conducted in health centers of Saveh University of Medical Science in Iran. Primary Healthcare (PHC; N = 105) workers and service recipients (N = 364) were randomly assigned to intervention and control groups. The intervention group received four 90-min training sessions consisting of lecture, film screening, role-playing, and discussion group. Before and 3 months after the intervention, a multi-part questionnaire (including demographics, self-efficacy and communication skills in PHC workers; and satisfaction questionnaire in service recipients) was completed by participants in both intervention and control groups.
PHC worker mean scores of self-efficacy and communication skills after the educational program were increased in the intervention group compared to the control group (p < 0.05). Also, mean satisfaction scores for service recipients of the intervention group (PHC workers) generally significantly increased compared to the control group (p < 0.001).
The educational program improved the self-efficacy, and communication skills in health workers and improved client satisfaction overall. Our results support the application of self-efficacy and communication skills training for other medical groups who wish to improve clients satisfaction as an important health services outcome.
客户的服务满意度评分是服务质量的良好指标。本研究旨在调查针对医疗保健工作者的沟通技巧和自我效能培训对客户满意度的影响。
本研究在伊朗萨维赫医科大学的卫生中心进行了一项准实验研究。初级保健（PHC；N=105）工作者和服务接受者（N=364）被随机分配到干预组和对照组。干预组接受了四节 90 分钟的培训课程，包括讲座、电影放映、角色扮演和讨论小组。在干预前和干预后 3 个月，干预组和对照组的参与者都完成了一份多部分问卷（包括人口统计学、PHC 工作者的自我效能和沟通技巧；以及服务接受者的满意度问卷）。
与对照组相比，干预组的 PHC 工作者的自我效能和沟通技巧的平均评分在教育计划后有所提高（p<0.05）。此外，干预组的服务接受者（PHC 工作者）的平均满意度评分总体上明显高于对照组（p<0.001）。
该教育计划提高了卫生工作者的自我效能和沟通技巧，并总体上提高了客户的满意度。我们的结果支持对其他希望提高客户满意度作为重要健康服务结果的医疗团队应用自我效能和沟通技巧培训。
