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.
(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.
(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.
Parallel
CARE & AIDET communication mode
Other interventionThe new communication mode, which incorporates fundamental communication principles (AIDET) and service recovery strategies (CARE)
CARE communication mode
Other interventionCARE (C: connect, A: apologize, R: repair, E: exceed) is a standard service recovery communication mode in medical services.
AIDET communication mode
Other interventionAIDET is a nurse-patient communication mode that contains essential communication principles. Each letter represents a step for communication: Acknowledge, Introduce, Duration, Explanation, and Thank. It describes in detail the application and characteristics of the primary language in communication, logical and procedural.
The score of clinical communication ability of nurses
This score is obtained through Nurses' clinical communication ability Scale: The scale of nurses' clinical communication ability is a self-evaluation tool reflecting communication ability. The scale was developed by Zeng Kai himself and is highly recommended by Chinese scholars20. The scale has been widely used to evaluate team communication, basic verbal communication, essential non-verbal communication, emotional perception, emotional support, and difficult situation communication abilities among nurses and nursing students. The scale consists of 58 items in six dimensions. Using the Likert 5-point scale, each entry is assigned a score of 1 to 5, from "very poor" to "very good" on a scale of 58 to 290. Each entry is scored positively, and the higher the score, the better the communication ability. The Cronbach α of the scale was 0.978, and the retest reliability was 0.727.
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Bao Yan
Lead sponsor
The Fourth Affiliated Hospital of Zhejiang University School of Medicine
Sponsor institution
