非暴力沟通培训对护士沟通能力和患者护患信任度及满意度的影响

The effect of non-violent communication training on nurses'communication skills,patients'nurse-patient trust and satisfaction

目的:分析非暴力沟通培训对护士沟通能力和住院患者护患信任度及对护理服务满意度的影响。方法:2020年10月-12月,选取湖南省某三级甲等医院3个科室6个病区的护士为干预对象,住院患者为观察对象。以病区为单位分为对照组和干预组,对照组病区的38名护士按照专科在职培训计划接受每月的专科培训,干预组病区的38名护士在对照组的基础上增加非暴力沟通培训。在干预前及干预结束后1个月收集两组护士沟通能力量表的得分,在护士接受培训结束后的1个月收集患者的护患关系信任度量表及纽卡斯尔护理服务满意度量表的得分。结果:干预后干预组护士沟通能力总分及各维度得分高于对照组(P<0.05);干预组患者护患关系信任度及对护理服务的满意度得分均高于对照组(P<0.05)。结论:对护士进行非暴力沟通培训能够提高护士的沟通能力及患者的护患关系信任度和对护理服务的满意度。

Objective:To analyze the impact of non-violent communication training on the communication skills of clinical nurses,patients'nurse-patient trust and satisfaction.Methods:From October to December 2020,nurses in 6 wards of 3 specialties in a tertiary grade A hospital in Hunan province were selected for intervention subjects,and the hospitalized patients were observed.The nurses were assigned to control group and intervention group according to their wards.The control group(38 nurses)received the routine specialist training program,while the intervention group(38 nurses)received non-violent communication skills training besides the routine training.The nurses'clinical communication ability scale,patient's nurse-patient trust scale and the Newcastle Satisfaction with Nursing Scale were used for data collection.Results:After intervention,the nurses'clinical communication ability,patients'nurse-patient trust and satisfaction of the intervention group were higher than that of the control group(P<0.05).Conclusion:Non-violent communication skills training for nurses can improve nurses'communication ability,and the patients'nurse-patient trust relationship and satisfaction.