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J Korean Soc Emerg Med > Volume 21(6); 2010 > Article
Journal of The Korean Society of Emergency Medicine 2010;21(6): 887-891.
Assessment and Training Effect of Communication Skills of Emergency Department Staffs
Jung Suk Park, Sang Mo Je, Min Jung Kim, Hyun Soo Chung, Sung Phil Chung, Hahn Shick Lee
Department of Emergency Medicine, Yonsei University College of Medicine, Seoul, Korea. hsc104@yuhs.ac
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.
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.
Baseline scores of communication skills showed no significant differences among emergency residents, non-emergency 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.
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.
Key words: Patient satisfaction, Emergency medical services, Hospital emergency service, Communication
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