Application of CICARE mode on new entry guidance personnel communication skills training

Abstract

Objective To investigate the effect of CICARE mode on communication skills training of new entry guidance personnel. Methods A total of 16 new attendants were set as the control group, and routine training was used (between May 2015 and June 2015). Another 18 new attendants named as the observation group were trained in CICARE mode on the basis of routine training (between May 2016 and June 2016). The communication skills and satisfaction degree were compared between two groups. Results The scores of establishing a harmonious relationship, keen to listen, to confirm the patient problem, participation, efficient information transfer, verifying the feeling after the new recruits training for guidance staff were 3.72±0.08, 3.77±0.17, 3.60±0.08, 2.96±0.32, 3.50±0.14, 3.06±0.50 in the observation group, 3.13±0.11, 3.25±0.24, 2.66±0.12, 2.67±0.37, 2.90±0.08, 2.59±0.19 in the control group, the differences were statistically significant (t=2.451-27.155, P<0.05). The scores of guiding service appearance, body language, active service, health consultation, medical order, answer questions and provide help, medical environment and overall satisfaction respectively was 99.67±2.58, 98.00±6.05,98.00±6.05, 96.00±8.07, 99.33±3.62, 98.00±6.05, 96.00±8.07, 94.00±12.91, 97.50±5.48 in the observation group, and 91.33±10.56, 87.67±14.19, 84.67±14.31, 79.67±15.27, 84.33±14.17, 83.67±14.37, 85.67±12.70, 87.00±10.85, 84.67±9.91 in the control group, the differences were statistically significant (t=3.215 - 8.775, P<0.05). Conclusions CICARE mode can not only provide normative and orderly guidance for the guiding staff, but also improve the communication ability of the guiding staff in a short time, and let the patients participate in the guiding service. It is worthy of being popularize and applied in the guided diagnosis service to increase the patient′s participation, acceptance and satisfaction. Key words: Communication; Workflow; New entry guidance personnel; Communication ability; Satisfaction