Assessment and Training Effect of Communication Skills of Emergency Department Staffs

ABSTRACT

PURPOSE: Communication and interpersonal skills are among the essential competencies of a good emergency physician. The purpose of this study was to develop a communication skill training program for emergency department staffs and to compare communication skills before and after the training. METHODS: Communication skills of emergency department staffs were assessed in a blinded fashion according to a 12-item checklist that probed image making, attitude, and communication. We trained emergency staffs in communication skills for 2 hours with a communication guide for emergency staffs that was developed based on the results of baseline assessments. After 6 months of training, the assessments of emergency department resident physicians were repeated. RESULTS: Baseline scores of communication skills showed no significant differences among emergency residents, non-emergency residents and nurses. The communication skill scores of emergency residents were increased after the training (2.3 vs 3.0, p=0.022). According to the sub-categories probed, image making (p=0.012) and communication (p=0.008) showed significant improvement. CONCLUSION: This study suggest that the communication skills of emergency staffs can be improved with appropriate communication training. Therefore, continuous efforts should be made to develop communication skill programs.