Communication Skills Training For Emergency Nurses

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 (177.8 +/- 20) increased to 198.8 +/- 15 after training (p=0.001). Empathy score also increased from 25.7 +/- 7 to 32.6 +/- 6 (p=0.001). The patient satisfaction survey of 429 patients demonstrated increased scores on confidence in the nurses (76.4 +/- 11.2 to 84.6 +/- 8.3; p=0.01); the nurse's respect, kindness, and thoughtfulness (72.2 +/- 8.1 to 82.1 +/- 6,5; p=0.01); individualized attention (71.3 +/- 6.2 to 73.2 +/- 9.8; p=0.2); devotion of adequate time to listening (84.6 +/- 9.3 to 89.8 +/- 7.6; p=0.03); and counseling and information delivery (71.1 +/- 10.2 to 80.2 +/- 9.7; p=0.01). The number of undesirable events and complaints during nurse-patient interactions decreased 66 % from 6 to 2. Conclusion: "Communication Skills Training" 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.