Overview
CARE (C: connect, A: apologize, R: repair, E: exceed) is a standard service recovery communication mode in medical services. However, clinical nurses found it hard to follow because it lacked essential communication guidance. The AIDET mode (A: acknowledge, I: introduce, D: duration, E: Explanation, T: thank)， which offers such guidance, might be combined with CARE to form a new mode. This study aims to verify the effect of integrating CARE and AIDET on outpatient nurses' service recovery.
Description
This plan is a prospective study conducted by a certain center, aiming to explore the effect of adopting the combined communication mode of CARE and AIDET on improving the clinical communication ability of nurses when providing service remediation in outpatient care. This study strictly follows a unified research plan.
Researchers are not allowed to interfere with the clinical work of nurses. The training of communication mode education and training is arranged by the research training group. The enrolled nurses are randomly divided into three groups, and they respectively receive training in the CARE communication mode, the AIDET communication mode, and the CARE&AIDET communication mode. During the training period, nurses are allowed to learn the communication mode, including theoretical lectures, case discussions, pre-operation practical assessment, and supervision of clinical pre-operation practical operations to identify problems and raise questions. However, they are not allowed to use other communication modes and communication skills that may affect the research results to ensure the validity of the research results.
Please note that the above translation is for reference only. Specific details may vary depending on the actual situation. The observation period starts from the time the nurses are enrolled and lasts until one month after the training ends. During the entire research period, researchers closely monitor the clinical communication ability of the nurses.
This study adopts a randomized controlled trial. The focus is on evaluating the effect of the combined communication mode in the target nurse group. Data on nursing staff working in outpatient care at a certain center is collected to enhance the representativeness and reliability of the research results. At the same time, to ensure the quality of the research data, a dedicated person will be responsible for data analysis and will not participate in the project research process to ensure that the data analysis and results are not affected, and any problems in the data will be discovered and corrected.
Eligibility
Inclusion Criteria:
- (1) nurses who have worked in the clinic for more than half a year; (2) Volunteer to participate in this study and sign a written informed consent. Unable to complete the entire study process during the study period.
Exclusion Criteria:
- (1) nurses on maternal or sick leave, rotation, or training nurses; (2)nurses with poor mental state (such as depression tendency). Therefore, we excluded rotation nurses (n=1) and maternity leave nurses (n=2) and included 75 nurses in the study.