| Summary: | 碩士 === 美和科技大學 === 健康照護研究所 === 103 === Background: Currently, the litigations in the health sector tends to rise and bad communication of medical staff is reason often mentioned. The patients are considered as the customer and they are care center of the health services. The measurement of patient satisfaction are the top concern of hospital administrators, and from that provide a basis for improving the quality of health care services. Good communication skills form an important component of the formation of integral quality of nursing care. The objective of this study was to assess level of good communication skills performance of nurses, concurrently measure the extent of patient satisfaction with nurse communication and examine the relationship between nurse communication and patient satisfaction at one government hospital in southern Vietnam.
Methods: A cross500 patients was conducted. The selfversion of ICAS combined with items development from HCAHPS and related theories. Expert consultations and pilot study were conducted to check the validity and reliability of the questionnaire. Twenty two items of nurse communication and 3 items of patient satisfaction were the main version of the official research questionnaire to survey patients. Research data were analyzed by statistical software SPSS17.0. Frequency, percentage, chisquare test, t-test, ANOVA were applied. Pearson correlation coefficients and regression equations were set up to find out the true nature of the relationship of nursing communication and patient satisfaction.
Results: Research results showed high levels of nurses perform good communication skills (M=3.3, SD = .61) and patients also reported high extents of satisfaction with the nurse communication (M=3.44, SD=.58). This study found a positive correlation between nurse communication and patient satisfaction (r=.693, p<.001). All three factors of nurse communication were positively correlated with patient satisfaction. Age of patients had positively correlated with the patient satisfaction. Older patients reported higher satisfaction extent than young patients. And age increased by 1 unit, then patient satisfaction increasing3.05 unit. Results also found there were difference for satisfaction extent of "hospitalizations days" groups, job groups and "times of hospitalizations" groups.
Conclusion: Generally, If the nurses perform good communication skills, then the patient satisfaction will rise. That means nurses should perform best of all aspects of the nursing communication to ensure the quality of nursing care and to increase patient satisfaction.
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