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研究生:阮氏映欒
研究生(外文):Nguyen Thi Anh Nhung
論文名稱:EFFECT OF NURSING COMMUNICATION INTERVENTIONS ON PATIENT SATISFACTION
論文名稱(外文):EFFECT OF NURSING COMMUNICATION INTERVENTIONS ON PATIENT SATISFACTION
指導教授:林麗敏林麗敏引用關係
指導教授(外文):Limin Lin
學位類別:碩士
校院名稱:美和科技大學
系所名稱:護理系健康照護碩士班
學門:醫藥衛生學門
學類:護理學類
論文種類:學術論文
論文出版年:2019
畢業學年度:107
語文別:英文
論文頁數:80
中文關鍵詞:Nursing communicationAIDETpatient satisfaction
外文關鍵詞:Nursing communicationAIDETpatient satisfaction
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Background: Good communication between nurses and patients contributes to the
effectiveness of treatment and care, as it meets patient expectation and increases
patient satisfaction. Therefore, nurses need effective communication skills or tools
for daily nursing communication with patients.
Objective: The aim of the study was to apply and evaluate the effectiveness of the
AIDET model used in nursing communication.
Methodology: Designing intervention study evaluated the effectiveness of AIDET
model application on nursing communication with patients at eight clinical
departments from 15th February, 2019 to 15th April, 2019. Nurses were trained
AIDET model (Acknowledge - Introduce - Duration - Explanation - Thank you).
The effectiveness of AIDET model application was assessed through patient
satisfaction with nursing communication. We divide subjects into two groups:
control and experimental. For the experimental group, 190 patients participated in
the survey applied AIDET model and for the control group, 190 patients that did
not apply the AIDET model.
Results: The results indicated that the difference of patient satisfaction with
nursing communication between two groups was significant (p < 0.001). For
instance, the average rate of patient satisfaction with nursing communication for
group applied AIDET model was 97.4% and the other was 88.7%, increasing 8.7%.
ii
Patient satisfaction with courtesy and respect of nurses was 97.4%, patient
satisfaction with careful listening of nurses was 97.4% and patient satisfaction with
explanations, instructions, information provided by nurses was 97.4%. Besides,
nurses applying AIDET model in daily communication were highly evaluated,
such as knocking the door and greeting patients was 94.7%, introducing names,
titles and position of work was 87.9%, notice nursing care time was 97.4%,
instruction, explanation and listening to patients was 95.8% and thanks after
nursing care was 88.9%.
Conclusion: The findings of this study demonstrated that applying AIDET
communication model can improve nursing communication, create close
relationships with patients. Moreover, it improves the quality of care for patients.
Therefore, hospital manager can replicate this model to all nursing staffs in the
hospital and form communication culture in the hospital.
Background: Good communication between nurses and patients contributes to the
effectiveness of treatment and care, as it meets patient expectation and increases
patient satisfaction. Therefore, nurses need effective communication skills or tools
for daily nursing communication with patients.
Objective: The aim of the study was to apply and evaluate the effectiveness of the
AIDET model used in nursing communication.
Methodology: Designing intervention study evaluated the effectiveness of AIDET
model application on nursing communication with patients at eight clinical
departments from 15th February, 2019 to 15th April, 2019. Nurses were trained
AIDET model (Acknowledge - Introduce - Duration - Explanation - Thank you).
The effectiveness of AIDET model application was assessed through patient
satisfaction with nursing communication. We divide subjects into two groups:
control and experimental. For the experimental group, 190 patients participated in
the survey applied AIDET model and for the control group, 190 patients that did
not apply the AIDET model.
Results: The results indicated that the difference of patient satisfaction with
nursing communication between two groups was significant (p < 0.001). For
instance, the average rate of patient satisfaction with nursing communication for
group applied AIDET model was 97.4% and the other was 88.7%, increasing 8.7%.
ii
Patient satisfaction with courtesy and respect of nurses was 97.4%, patient
satisfaction with careful listening of nurses was 97.4% and patient satisfaction with
explanations, instructions, information provided by nurses was 97.4%. Besides,
nurses applying AIDET model in daily communication were highly evaluated,
such as knocking the door and greeting patients was 94.7%, introducing names,
titles and position of work was 87.9%, notice nursing care time was 97.4%,
instruction, explanation and listening to patients was 95.8% and thanks after
nursing care was 88.9%.
Conclusion: The findings of this study demonstrated that applying AIDET
communication model can improve nursing communication, create close
relationships with patients. Moreover, it improves the quality of care for patients.
Therefore, hospital manager can replicate this model to all nursing staffs in the
hospital and form communication culture in the hospital.
Abstract i
Acknowledgement iii
List of figures vii
List of tables vii
CHAPTER 1. INTRODUCTION 1
1.1. Research background 1
1.2. Significance of this research 3
1.3. Aim of this research 4
1.4. Research questions 5
1.5. Chapter summary 5
CHAPTER 2. LITERATURE REVIEW 6
2.1. Introduction 6
2.2. The nursing theory 6
2.3. Communication model 9
2.4. The nursing communication 12
2.5. The patient satisfaction 14
2.6. The relationship between AIDET and patient satisfaction 17
2.7. Chapter summary 20
CHAPTER 3. RESEARCH METHODOLOGY 21
3.1. Introduction 21
3.2. Research design and framework 21
3.3. Sampling 22
3.4. Data management and data analysis strategy 24
3.5. Ethic issues 38
3.6. Chapter summary 39
CHAPTER 4. RESULT 40
4.1. Introduction 40
4.2. The demographic and background information for the respondents 40
4.3. Nursing communication through AIDET model 43
4.4. Patient satisfaction with nursing communication on AIDET model 44
4.5. Compare patient satisfaction with nursing communication between control group and intervention group 46
4.6. Summary 48
CHAPTER 5. DISCUSSION AND CONCLUSION 49
5.1. Introduction 49
5.2. The demographic and background information for the respondent 49
5.3. Nursing communication through AIDET model 50
5.4. Patient satisfaction with nursing communication on AIDET model 51
5.5. Contribution 55
5.6. Conclusion 55
5.7. Limitations, recommendation and further research 55
REFERENCES 57
APPENDIXES 65
Appendixes 1. Questionaire for control group 65
Appendixes 2. Questionaire for intervention group 67
Appendixes 3. Table 3.2. List of survey samples 71
Appendixes 4. IRB Certificate 72
Appendixes 5. Letter of Approval 73
Appendixes 6. Permission letter to use instrucments 74
Appendixes 7. Expert Consultation form 75
List of figures
Figure 1. Maslow's hierarchy of needs 8
Figure 2. The SMCR communication model 9
Figure 3. Barnlund communication model 10
Figure 4: Research framework 22
List of tables
Table 3.1. Cronbach’s Alpha result 27
Table 3.3. Research variables and operational definition 31
Table 4.1. The demographic and background information for the respondent 41
Table 4.2. Nursing communication through AIDET model 43
Table 4.3. Patient satisfaction with nursing communication on AIDET model 45
Table 4.4. Compare patient satisfaction with nursing communication between control group and intervention group 47
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