J Korean Soc Emerg Med.  2010 Dec;21(6):887-891.

Assessment and Training Effect of Communication Skills of Emergency Department Staffs

• Park JS
• Je SM
• Kim MJ
• Chung HS
• Chung SP
• Lee HS

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.

Keyword

Patient satisfaction; Emergency medical services; Hospital emergency service; Communication

MeSH Terms

Checklist
Emergencies
Emergency Medical Services
Emergency Service, Hospital
Patient Satisfaction