流程化沟通方式在提高护理服务质量中的作用

摘要

目的 探讨流程化沟通方式(CICARE),即接触(Connect)-介绍(Introduce)-沟通(Communicate)-询问(Ask)-回答(Respond)-离开(Exit)沟通方式在提高护理服务质量中的作用.方法 建立CICARE沟通服务流程,有效地整合心理学知识,对全科护士进行培训后在临床应用.结果 护士的评判性思维能力和沟通技能都得到了提升,护理行为更加规范,未发生因沟通不良引起的护理投诉或纠纷,患者满意度提高至99.6％.结论 CICARE沟通方式使临床护士的沟通能力得到提升,对提高护理质量有重要作用.%Objective To evaluate the effect of Connect-Introduce-Communicate-Ask-Respond and Exit(CICARE) communication style in improving quality of nursing.Methods The CICARE communication procedures,which effectively integrated with psychological knowledge,were formulated and implemented in clinical practice after nurse training.Results After application of CICARE communication style,nurses' critical thinking and communication ability were improved rapidly,and nursing behaviors were standardized.No nursing complaint or nursing dispute happened.Patient satisfaction was increased to 99.6％.Conclusion The CICARE communication style can improve nurses' communication ability and promote the quality of nursing.