摘要
背景 门诊医生是医院诊疗活动主要提供者,门诊医生的积极情绪及有效的医患沟通方式是优质医疗服务的保证.目的 比较门诊医生经验性沟通与GLTC沟通的医生情绪状态和沟通细节完成情况,为今后提高医生沟通技巧、改善医生情绪状态提供参考.方法 于 2021 年 7 月—2022 年 1 月,在江苏省南京市随机抽取 4 家三级综合医院中 6 个科室的 24 名门诊医生为研究对象,并选取符合患者纳入标准的门诊医患沟通场景作为沟通细节完成情况的观察场景.对所有纳入的同一批次门诊医生先开展个人经验式沟通方案(记为经验沟通组),然后开展门诊GLTC医患沟通方案培训,一周后开展门诊GLTC沟通方案(记为GLTC组),比较经验沟通组、GLTC组沟通前后简明心境量表(BPOMS)各维度的得分情况及沟通细节要点完成率情况.结果 经验沟通组医生沟通后BPOMS的疲劳维度得分高于沟通前(P<0.05);沟通后GLTC组医生BPOMS的疲劳、困惑维度得分低于经验沟通组(P<0.05);GLTC组的和蔼注视(接待)、礼貌语言(接待)、微笑(接待)、不轻易打断患者、适时点头回应、安抚、告知必要性、耐心(实验检查)、征询患者意见、耐心(诊疗与交流)、通俗讲解、语言安慰、态度友善、起身(结束与交代)、和蔼注视(结束与交代)、礼貌语言(结束与交代)、微笑(结束与交代)等沟通细节要点的完成率高于经验沟通组(P<0.05).结论 和门诊经验性沟通相比,门诊GLTC沟通更能改善医生情绪状态,缓解医生疲劳,同时相应沟通细节完成率提高,部分沟通细节完成率仍有提升空间.
Abstract
Background In outpatient clinics,physicians serve as the primary providers of medical treatment activities;their positive attitudes and effective patient-physician communication methods are essential for guaranteeing high-quality healthcare services.Objective To compare the outpatient doctor's emotional state and completion of communication details between outpatient doctor's experiential communication and GLTC communication.To provide a reference for improving a doctor's communication skills and emotional state in the future.Methods From July 2021 to January 2022,24 outpatient doctors from 6 departments in 4 tertiary general hospitals in Nanjing,Jiangsu Province were randomly selected as the research objects.Outpatient doctor-patient communication scenes meeting the criteria were selected as observation scenes.All of the included outpatient doctors in the same cohort underwent an individual experiential communication program first(recorded as the experiential group).Next,they received training on the outpatient GLTC doctor-patient communication program.Finally,the doctors conducted outpatient GLTC communication one week later(recorded as the GLTC group).The experiential group and the GLTC group were compared in terms of the Brief Profile of Mood States(BPOMS)score before and after communication as well as the completion rate of communication details.Results The fatigue dimension score of BPOMS after communication was higher than that before communication in the experiential group(P<0.05);After communication,The fatigue and confusion dimension score of BPOMS in the GLTC group were lower than the experiential group(P<0.05);the completion rate of communication details in the GLTC group such as kind gaze(reception),polite language(reception),smile(reception),not easily interrupting patients,timely nodding response,appeasement,informing the necessity,patience(experimental examination),consulting patients'opinions,patience(diagnosis and communication),popular explanation,language comfort,friendly attitude,getting up(ending and explaining),kind gaze(ending and explaining),polite language(ending and explanation),smile(ending and explanation)was higher than the experiential group(P<0.05).Conclusion Compared with experiential communication,GLTC communication is more capable of improving doctors'emotional state and relieving doctors'fatigue.At the same time,the completion rate of the corresponding communication details is improved,but there is still room for improvement in the completion rate of some communication details.
基金项目
江苏省社会科学基金(20SHD007)
江苏省研究生科研创新计划(KYCX21_1560)
维普
万方数据