Effects of six-step standardized communication procedure on improving nurse-patient communication skills among new nurses

Abstract

Objective To explore the effects of standardized communication on improving nurse-patient communication skills among new nurses. Methods From September 2014 to September 2016, we selected 92 new nurses of He'nan Provincial People's Hospital & Fuwai Central China Cardiovascular Hospital as subjects. All of the nurses received six-step standardized communication procedure based on the translated and debugged CICARE along with being observed for six months. The communication behavior, nurse-patient communication skills and self-efficacy of nurses as well as patient satisfaction were evaluated with the communication behavior scoring scale, nurses clinical communication skills evaluation scale, self-efficacy scale and self-designed patient satisfaction before and after implementing six-step standardized communication procedure. Results After implementing six-step standardized communication procedure, nurses' scores of six terms and overall score of communication behavior were higher than those before implementation with significant differences (P<0.05) . Nurses' each item's score of nurse-patient communication skills all significantly increased compared with that before implementation (P<0.05) . The scores of patients' satisfaction with nursing care and nurses' self-efficacy all significantly improved compared with that before implementation (P<0.05) . Conclusions The standardized communication has a significant value improving nurse-patient communication skills of new nurses. It can significantly improve nurses' communication skills, play a role in optimizing nurse-patient relationship, improve patients' satisfaction and have positive significance in improving quality of medical care. Key words: Nurses; Communication skills; Patient satisfaction; Six-step standardized communication