The interaction of nurses with patients and family when expressing difficult news: A study using video recordings

Abstract

Objectives: To evaluate and explore nurses’ communication skills when providing difficult news to patients and their family members. Methods: A cross-sectional study was performed. The study employed a combination of qualitative and quantitative observations to analyze 49 videos recorded nurses’ interaction with standardized patients in a communication training course from 2019 to 2021. A validated checklist named The Liverpool Communication Skills Assessment Scale was used to quantitatively evaluate the level of nurses’ communication skills, and qualitative comments provided by observers were explored to explain quantitative results found. Results: The “nonverbal behavior” component of nurses’ communication was at acceptable levels, however, other components including “introduction”, “respect and empathy”, “questioning” and “giving information” were at poor levels. Conclusion: Communication skills of “introduction”, “respect and empathy”, “questioning” and “giving information” of nurses in adverse situations need to be improved, and hospital’s leader board should have viable measures to raise nurses’ awareness about providing truth to the patients or family.