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Related Experiment Videos

Telephoning a nursing department: callers' experiences

G Farrell

    Nursing Standard (Royal College of Nursing (Great Britain) : 1987)
    |May 8, 1996
    PubMed
    Summary

    Patients and relatives reported difficulties with nurses' telephone communication skills, including identification and efficient call handling. Enhanced nurse communication training is recommended to improve patient and relative satisfaction.

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    Area of Science:

    • Nursing
    • Healthcare Communication
    • Patient Experience

    Background:

    • Effective communication is crucial in healthcare settings.
    • Telephone communication is a common method for patient-nurse interaction.
    • Assessing patient and relative satisfaction with nurse communication is vital for quality improvement.

    Purpose of the Study:

    • To explore patient and relative satisfaction with nurses' telephone communication skills.
    • To identify specific challenges encountered during telephone interactions with nurses.

    Main Methods:

    • Preliminary, exploratory study design.
    • Data collection focused on patient and relative feedback regarding telephone communication.
    • Analysis of reported difficulties and satisfaction levels.

    Main Results:

    • Callers experienced significant difficulties with nurse telephone communication.
    • Key issues included nurse identification, personalized interaction, efficient call management, and correct redirection.
    • Overall satisfaction levels were impacted by these communication barriers.

    Conclusions:

    • Nurse educators should integrate telephone communication skills training into nursing curricula.
    • Improving nurses' telephone communication can enhance patient and relative satisfaction.
    • Further research is warranted to explore effective strategies for telephone-based nurse communication.

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