护理人员护患沟通负面经历调查研究

Investigation on negative nurse-patient communication experiences of nursing staff

目的了解护理人员在护患沟通中的负面经历状况,为加强对护士的沟通技能培训提供参考。方法使用自行设计的调查问卷,以广东省25所医院377名护士为调查对象,对其在工作中遇到的护患沟通不良或沟通失败等负面经历进行调查。结果87.27%的护理人员曾有过护患沟通负面经历,发生频率最高的是"虽然护理人员耐心解释,家属仍反复询问、不理解";发生频率最低的是"家属酒后侮辱医务人员";发生护患沟通负面经历后超过70%的护理人员认为通过向别人倾诉可以缓解压力。结论护士在护患沟通过程中出现消极体验的频率较高,对构建和谐护患关系有一定的影响,医院管理人员应加强对护患沟通的关注和培训。

Objective To investigate nurses＇ negative experiences in nurse patient communication, and to provide basis for develop- ment of communication skills training programs for nurses. Methods A survey about negative nurse-patient communication expe- riences of 377 nurses in 25 hospitals in Guangdong province was run by using a self designed questionnaire. Results The investiga tion showed that 87.27% of the nurses had negative communication experience with patients; the item with the highest frequency of occurrence was ＂although nurses give patient explanations, the family members of patients are not able to understand＂; the item with the lowest frequency was ＂the family members of patients insult the staff after drunkenness＂. After negative communication experiences with patients, more than 70 ~ of the nurses thought that they could relieve stress by talking to others. Conclusion Nur- ses frequently experience negative communication with patients, which has certain influence on nurse-patient relationship. Hospital managers should show solicitude for negative nurse-patient communication and provide training programs for nurses.