Effect of empathy training on the empathy level and patient satisfaction of triage nurses in outpatient services
ZHANG Hui-bin1 LUO Jin-yun2
1.Disinfection Supply Distribution Center,Bao′an Central Hospital of Shenzhen,the Fifth Affiliated Hospital of Shenzhen University,Guangdong Province,Shenzhen 518102,China;
2.Department of Nursing,Bao′an Central Hospital of Shenzhen,the Fifth Affiliated Hospital of Shenzhen University,Guangdong Province,Shenzhen 518102,China
Abstract：Objective To investigate the effect of empathy training on the empathy level and patient satisfaction of triage nurses in outpatient services.Methods From October to December in 2019,56 triage nurses in outpatient services in Bao′an Central Hospital of Shenzhen were selected.Three months of empathy training intervention was conducted,and the triage nurses′ empathy levels were assessed after interventional measures.Patient satisfaction and complaint rate of the triage nurses before and after the interventions were compared among all the patients who had effectively submitted the questionnaires.Results The total scores of empathy ability of outpatient triage nurses and patients′satisfaction with outpatient nurses after intervention were higher than those before the interventions,and the total number of complaints was lower than that before the intervention,with statistically significant differences (P＜0.05).Conclusion Empathy training can improve the empathy level of the triage nurses in outpatient services and patient satisfaction as a result,therefore reducing the number of complaints caused by service factors.
张惠彬；罗锦云. 共情培训对门诊分诊护士共情水平及患者满意度的影响[J]. 中国当代医药, 2020, 27(31): 197-199-204.
ZHANG Hui-bin；LUO Jin-yun. Effect of empathy training on the empathy level and patient satisfaction of triage nurses in outpatient services. 中国当代医药, 2020, 27(31): 197-199-204.
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