To explore the correlation between the communications with the nursing personnel of the recovery room and the quality relationship of patients of ambulatory surgery

• Main Authors: Yen-Ni Lee, 李燕妮
• Other Authors: 楊文惠
• Format: Others
• Language: zh-TW
• Published: 2014
• Online Access: http://ndltd.ncl.edu.tw/handle/kn8cqb

碩士 === 中國醫藥大學 === 醫務管理學系碩士在職專班 === 102 === Abstract Crosby et al. (1990) pointed out that a high quality relationship between service providers and their customers could reduce the customers'' feeling of uncertainty towards the services of customers. This enables customers to have a more specific and accurate understanding of future services and is conducive to establishing and maintaining a good relationship in the long run. This study focuses on the feelings of patients of ambulatory surgery towards the communications with the nursing personnel of the recovery roomand the correlation of the quality of the relationship between patients and nurses. It also analyzes the related factors affecting the quality of the relationship between patients and nurses. Using questionnaires and convenience sampling, this study selected two hospitals in the central region, and approached all the outpatients and patients who had received anesthesia during an operation as the research objects to conduct field questionnaires. The actual number of questionnaires given out was 300, 276 of which were valid questionnaires. The ratio for the returned questionnaires is 92.0%. The results showed that, with reference to the communication between patients and nurses, the positive influences are "affective communication” and "instrumental communication” on the overall relationship quality together with the “degree of satisfaction with the quality of the relationship” and “degree of trust with the quality of the relationship”. In terms of “the quality of the relationship”, the degree of influence of the “affective communication” is higher than that for “instrumental communication”. In terms of “communication behavior”, the aspects of “sensitive”, “arousing interest in health education”, and “not hasty”, “attitudes with an “easy assurance of manner” are relatively low. Regarding the quality of the relationship, the feelings toward “professional explanation and instructions on health education”, “full clarification of all related information”, “satisfaction with my needs” and “the duration of the instructions on health education” are relatively low. This study proves that all communications between patients and nurses can positively influence the quality of the relationship and the course of health education. Offering professional information is important for informing patients. Therefore, increasing the nursing personnel in the recovery room and offering enough health education and time will enhance the quality of relationships. As a consequence, a course on communication between patients and nurses will be included in the core care training courses and can offer a reference for related studies that have seldom touched on the communication between patients and nurses.