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利用同情心和自我意识模型来缓解在门诊诊所设置中的暴力

¹Physician Division, Emory Healthcare, Atlanta, Georgia, USA.

Journal of patient experience

|October 7, 2024

概括

同理心和自我意识培训改善了门诊诊所工作人员的表现.

科学领域:

医疗保健管理的管理
医学教育医学教育
患者安全患者安全

背景情况:

在医疗保健机构,特别是门诊诊所,工作场所暴力正在增加.
现有的降级培训通常不适合 ambulatory care 护理人员的具体需求.
对于非急性护理环境,需要专门的,同情的降级策略.

研究的目的:

评估同情心和自我意识内容在门诊诊所工作人员降级培训中的影响.
评估量身定制的降级策略对员工对患者和家庭升级事件的反应的有效性.
确定加强降级培训是否减少了患者的投诉,并改善了实践建议.

主要方法:

开发并提供交互式, empathic 和自我反射降级培训为门诊诊所的员工.
培训包含了与门诊护理环境相关的场景.
利用面对面和虚拟的交付方法,使用干预前和干预后的问卷进行评估.

主要成果:

参与者的自我反思表明,他们对降级技术的理解和应用有所增加.
门诊诊所报告患者的投诉和不满情况有所减少.
在参与诊所中,推这种做法的可能性有所提高.
报告的患者参与的工作场所暴力事件没有显著减少.

结论:

在降级培训中整合的同情心和自我意识,提高了门诊工作人员有效管理升级事件的能力.
这种专业培训对患者的满意度产生了积极的影响,并减少了正式投诉.
可能需要进一步的研究,以直接解决工作场所暴力事件的减少问题.

关键词:

临床医生患者关系关系通信通信通信通信通信.同理心同理心同情心患者的期望患者的期望患者体验患者体验患者的满意度患者的满意度患者/关系为中心.卓越的服务卓越的服务

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