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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 |
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| ABSTRACT |
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, 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.
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. |
| Key words:
Patient satisfaction, Emergency medical services, Hospital emergency service, Communication |
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