A Quality Improvement Project to Improve Nurse-Patient Communication and Patient Satisfaction in Outpatient Center.

IF 1.2 4区医学 Q4 HEALTH CARE SCIENCES & SERVICES

Quality Management in Health Care Pub Date : 2025-05-12 DOI:10.1097/QMH.0000000000000522

Ying Shen, Xiaoqiu Zhu, Fang Lei, Lifei Feng

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Abstract

Background and objectives: Poor communication brings troubles to patients' understanding of their diagnosis and nursing care, which can jeopardize patients' treatment and prognosis. Streamlined nurse-patient communication interventions are proved to improve patient satisfaction and nursing care quality. Guided by the Plan-do-Study-Act Quality Improvement Model, we used the Contact, Introduce, Communicate, Ask, Respond, and Exit (CICARE) communication mode aimed at improving nurse-patient communication and patient satisfaction in our outpatient center.

Methods: Nurses in the center were trained on CICARE communication mode in the 1-month training sessions. They incorporated the CICARE communication mode into their routine nursing practices for all outpatients. Data were collected before implementation of the project and at 1-month post-implementation, between October 2023 and March 2024. The CICARE communication mode utilization rate, nurses' communication knowledge, practice skills, and ability, and the patient satisfaction rate were measured.

Results: A total of 28 outpatient nurses attended the education training sessions. The utilization rate of the CICARE communication mode was 86%. Compared to before training, nurses' communication knowledge, practice skills, and ability, and the patient satisfaction scores improved significantly after training ( P < .05).

Conclusion: Application of the CICARE communication mode in outpatient nursing work is beneficial for enhancing nurses' proficiency in nurse-patient communication and improving patient satisfaction, which can help to increase the quality of nursing care.

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提高门诊护患沟通及患者满意度的质量改善工程。

背景与目的：沟通不良给患者对诊断和护理的理解带来困难，危及患者的治疗和预后。简化护患沟通干预被证明可以提高患者满意度和护理质量。在计划-执行-研究-行动质量改进模型的指导下，我们采用了联系、介绍、沟通、询问、回应和退出（CICARE）沟通模式，旨在改善门诊中心的护患沟通和患者满意度。方法：对护理人员进行为期1个月的CICARE沟通模式培训。他们将CICARE沟通模式纳入所有门诊患者的日常护理实践。数据在项目实施前和实施后1个月（2023年10月至2024年3月）收集。测量CICARE沟通模式使用率、护士沟通知识、实践技能、能力、患者满意度。结果：共有28名门诊护士参加了教育培训。CICARE通信方式的使用率为86%。与培训前比较，培训后护士的沟通知识、实践技能、能力及患者满意度得分均有显著提高（P < 0.05）。结论：CICARE沟通模式在门诊护理工作中的应用，有利于提高护士护患沟通的熟练程度，提高患者满意度，有助于提高护理质量。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Quality Management in Health Care HEALTH CARE SCIENCES & SERVICES-

CiteScore

1.90

自引率

8.30%

发文量

108

期刊介绍： Quality Management in Health Care (QMHC) is a peer-reviewed journal that provides a forum for our readers to explore the theoretical, technical, and strategic elements of health care quality management. The journal''s primary focus is on organizational structure and processes as these affect the quality of care and patient outcomes. In particular, it: -Builds knowledge about the application of statistical tools, control charts, benchmarking, and other devices used in the ongoing monitoring and evaluation of care and of patient outcomes; -Encourages research in and evaluation of the results of various organizational strategies designed to bring about quantifiable improvements in patient outcomes; -Fosters the application of quality management science to patient care processes and clinical decision-making; -Fosters cooperation and communication among health care providers, payers and regulators in their efforts to improve the quality of patient outcomes; -Explores links among the various clinical, technical, administrative, and managerial disciplines involved in patient care, as well as the role and responsibilities of organizational governance in ongoing quality management.