ArticleQuality management in health care
A Quality Improvement Project to Improve Nurse-Patient Communication and Patient Satisfaction in an Outpatient Center.
Article in Quality management in health care. The graph could read no effect estimate from its abstract, so it casts no vote on the map. Not yet cited in PubMed.
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Abstract
BACKGROUND AND
objectivesPoor communication complicates patients' understanding of their diagnosis and nursing care, which can jeopardize patients' treatment and prognosis. Streamlined nurse-patient communication interventions are proven to improve patient satisfaction and nursing care quality. Guided by the Plan-Do-Study-Act Quality Improvement Model, we used the Contact, Introduce, Communicate, Ask, Respond, and Exit (CICARE) communication mode aimed at improving nurse-patient communication and patient satisfaction in our outpatient center.
methodsNurses in the center were trained on CICARE communication mode in the 1-month training sessions. They incorporated the CICARE communication mode into their routine nursing practices for all outpatients. Data were collected before implementation of the project and at 1-month post-implementation, between October 2023 and March 2024. The CICARE communication mode utilization rate, nurses' communication knowledge, practice skills, and ability, and the patient satisfaction rate were measured.
resultsA total of 28 outpatient nurses attended the education training sessions. The utilization rate of the CICARE communication mode was 86%. Compared to before training, nurses' communication knowledge, practice skills, and ability, and the patient satisfaction scores improved significantly after training ( P < .05).
conclusionApplication of the CICARE communication mode in outpatient nursing work is beneficial for enhancing nurses' proficiency in nurse-patient communication and improving patient satisfaction, which can help to increase the quality of nursing care.
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