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利用情境模擬教學提升臨床人員溝通能力
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利用情境模擬教學提升臨床人員溝通能力
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利用情境模擬教學提升臨床人員溝通能力
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Journal Article
利用情境模擬教學提升臨床人員溝通能力
2021
Overview
背景：護理人員具備良善的溝通能力可減少護病衝突發生。鑒於本單位每月因靜脈注射過程溝通欠佳，平均抱怨件數達20－25件。經調查發現56.25%護理人員自評溝通能力低於整體平均值，故引起專案小組改善動機。本專案透過訪談與實地觀察，發現導致溝通不良的原因為教育訓練課程設計未符合臨床照護需求、人員執行靜脈注射溝通經驗不足及自信度偏低、缺乏溝通實務之影音教材。目的：透過專案設立合宜教學模式，以提升兒科護理人員於靜脈注射過程之溝通能力。解決方案：經專案小組提出改善方案為修訂小兒靜脈注射訓練課程、設計溝通教案、培訓溝通種子教師、溝通實境影片拍攝、定期舉辦案例討論並收錄教戰手冊中。結果：護理人員於靜脈注射過程可運用語言或非語言引導病童及家屬溝通，理解其表達的重點並有條理地做出回應，整體溝通能力由27.25分提升至35.94分（總分8－40分）。結論：本專案結合情境模擬建立溝通教學模式，有效提升護理人員靜脈注射過程之溝通能力，期望藉此專案分享，促使護理人員與病童及家屬建立良善的護病關係。
