目的 探讨“六步标准沟通流程”对提高护士沟通交流能力的影响.方法 将“C-I-CARE”沟通模式进行汉化,即“一看、二引、三告知、四问、五答、六再见”六步标准沟通流程,通过制作“六步标准沟通流程”的宣传海报、设置电脑桌面、专题培训、视频教育、场景演练进行多途径宣传和培训,并对实施前后的100名护士沟通行为进行评价.结果 实施后沟通行为得分由(2.55±0.67)分提升至(4.44±0.59)分(t=-23.174,P＜0.001).2015年共收到患者感谢护理工作的锦旗和表扬信622件,同比2014年增加了18.9％,出院患者的满意度从94.2％上升到96.93％,医生对护士工作配合满意度达到99.86％,未发生因沟通不良引起的护理投诉或纠纷.结论 通过六步标准沟通流程的实践,明显提高了护士的沟通交流能力,优化了护患关系,提高了患者满意度.%Objective To explore the effects of Six-Step standardized communication procedure in improving the communication ability of nurses.Methods "C-I-CARE" communication procedure was converted into Chinese.The Chinese version of Six-Step standardized communication procedure was "Yi Kan,Er Yin,San Gaozhi,Si Wen,Wu Da,Liu Zaijian".The procedure was propagandized by making posters,setting up computer desktop,training nurses by lectures,video and role play.The effects were evaluated by pre and post self-control test among 100 nurses.Results The average score of communication behavior of 100 nurses after applying standardized communication procedure increased from 2.55±0.67 to 4.44±0.59 (t=-23.174,P＜0.001).In 2015,the nursing department received 622 silk banners and commendatory letters for appreciating nursing work,increased by 18.9％ compared to 2014.The discharged patient satisfaction increased from 94.2％ to 96.93％.The satisfaction of doctors to nurses' collaboration was 99.86％.There was no nursing complaint or dispute caused by bad communication.Conclusion The application of procedure and standardized communication method can improve the communication ability of nurses,optimize the relationship between nurses and patients and increase patient satisfaction.
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