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KMID : 0385920100210060887
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Journal of the Korean Society of Emergency Medicine
2010 Volume.21 No. 6 p.887 ~ p.891
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Assessment and Training Effect of Communication Skills of Emergency Department Staffs
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Park Jung-Suk
Je Sang-Mo
Kim Min-Joung
Chung Hyun-Soo
Chung Sung-Phil
Lee Hahn-Shick
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Abstract
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Purpose: Communication and interpersonal skills are among the essential competencies of a good emergency physician. The purpose of this study was to develop a communication skill training program for emergency department staffs and to compare communication skills before and after the training.
Methods: Communication skills of emergency department staffs were assessed in a blinded fashion according to a 12- item checklist that probed image making, attitude, and communication. We trained emergency staffs in communication skills for 2 hours with a communication guide for emergency staffs that was developed based on the results of baseline assessments. After 6 months of training, the assessments of emergency department resident physicians were repeated.
Results: Baseline scores of communication skills showed no significant differences among emergency residents, nonemergency residents and nurses. The communication skill scores of emergency residents were increased after the training (2.3 vs 3.0, p=0.022). According to the sub-categories probed, image making (p=0.012) and communication (p=0.008) showed significant improvement.
Conclusion: This study suggest that the communication skills of emergency staffs can be improved with appropriate communication training. Therefore, continuous efforts should be made to develop communication skill programs.
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KEYWORD
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Patient satisfaction, Emergency medical services, Hospital emergency service, Communication
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