Ben-Ami-Lozover S, Benbassat J
Sociology of Health Unit, Faculty of Health Sciences, Ben-Gurion University of the Negev, Beer Sheba.
Harefuah. 1996 Jun 16;130(12):806-10, 880.
For critically ill patients on assisted respiration caring behavior is particularly important. In this paper we review the literature on patient satisfaction with medical care and with their communication with the nursing staff. Communication skills of staff of intensive respiratory care units were studied by direct observation, debriefing of hospitalized patients and by interview of discharged patients. Direct observation showed that nurses spent only a small proportion of their time talking to patients. The interactions dealt with technical rather than emotional matters and consisted mostly of negative and discouraging comments rather than positive and supporting messages. Debriefing of hospitalized intubated patients revealed a high degree of overall satisfaction with care on the one hand, and complaints of communication problems, anxiety and anger on the other. Lastly, interviews with discharged patients revealed that as many as a quarter of those who could remember their hospitalization reported feelings of anxiety, anger, distrust in the staff and difficulty in communication. These findings suggest that the nursing staff needs improved communication skills. There is evidence that the judicious use of communication techniques may improve patient satisfaction, reduce anxiety and reduce duration of treatment.
对于接受辅助呼吸的重症患者而言，护理行为尤为重要。在本文中，我们回顾了有关患者对医疗护理及其与护理人员沟通满意度的文献。通过直接观察、对住院患者的询问以及对出院患者的访谈，对重症呼吸监护病房工作人员的沟通技巧进行了研究。直接观察表明，护士与患者交谈的时间仅占其工作时间的一小部分。互动内容涉及技术而非情感问题，且大多是负面和令人沮丧的评论，而非积极和支持性的信息。对住院插管患者的询问显示，一方面患者对护理总体满意度较高，另一方面也有对沟通问题、焦虑和愤怒的抱怨。最后，对出院患者的访谈显示，多达四分之一记得自己住院经历的患者表示有焦虑、愤怒、对工作人员不信任以及沟通困难的感受。这些发现表明护理人员需要提高沟通技巧。有证据表明，明智地运用沟通技巧可能会提高患者满意度、减轻焦虑并缩短治疗时间。
