Eun Jung Kim

doi:10.4040/jkan.2010.40.1.99

Articles

Page Path: HOME > J Korean Acad Nurs > Volume 40(1); 2010 > Article

Original Article
Nurse-Patient Interaction Patterns and Patient Satisfaction in the Emergency Department: Eun Jung Kim; Journal of Korean Academy of Nursing 2010;40(1):99-109.
DOI: https://doi.org/10.4040/jkan.2010.40.1.99
Published online: February 28, 2010

Full-time Lecturer, College of Nursing, Eulji University, Seongnam, Korea.

Address reprint requests to: Kim, Eun Jung. College of Nursing, Eulji University, 212 Yangji-dong, Sujeong-gu, Seongnam 461-713, Korea. Tel: 82-31-740-7398, Fax: 82-31-740-7359, nicemuse@hanmail.net

• Received: August 18, 2009 • Accepted: February 4, 2010

205 Views
8 Download
12 Crossref
7 Scopus

prev next

Full Article

Download PDF

Abstract
NOTES
REFERENCES

Abstract

Purpose
The purpose of this study was to identify effective nurse interaction patterns with patients in the emergency department.
Methods
For this study, video technology was used to record complete conversations between the nurse and patient. The participants were 28 nurses and 63 patients in the emergency department at one university hospital located in Seoul. The data were collected from November, 2002 to April, 2003. The video recordings were observed for 4 hr for each case and coded using an adapted version of Roter's Interaction Analysis System (RIAS). The data were analyzed using cluster analysis to identify the patterns of nurse-patient interaction.
Results
Cluster analysis revealed 4 distinct nurse interaction patterns; 1) "closed" characterized by orientation and negative talk, 2) "positive" characterized by positive affective talk, 3) "informative and directing" characterized by task-focused behavior including data gathering, and giving information about medical condition and treatment, 4) "facilitative" characterized by balance of psychosocial and biomedical topics. Patient satisfaction was highest in the facilitative interaction pattern.
Conclusion
The patient centered interaction pattern, balancing information exchange and psychosocial exchange are the most effective interactions in the emergency department, suggesting that effective interaction skill is a core clinical nursing intervention in acute care.
Keywords: Emergency nursing; Interaction; Patient satisfaction; Cluster analysis

This article is based on a part of the author's doctoral dissertation from Yonsei University and the secondary analysis of previous study.

REFERENCES

1. Bottorff JL, Morse JM. Identifying types of attending: Patterns of nurses' work. Journal of Nursing Scholarship. 1994;26:53–60.Article
2. Bowles N, Mackintosh C, Torn A. Nurses' communication skills: An evaluation of the impact of solution-focused communication training. Journal of Advanced Nursing. 2001;36:347–354.Article PubMed
3. Caris-Verhallen WM, Gruijter IM, Kerkstra A, Bensing JM. Factors related to nurse communication with elderly people. Journal of Advanced Nursing. 1999;30:1106–1117.Article PubMed
4. Caris-Verhallen WM, Kerkstra A, Heijden PG, Bensing JM. Nurse-elderly patient communication in home care and institutional care: An explorative study. International Journal of Nursing Studies. 1998;35:95–108.Article PubMed
5. Chang SO, Park J. The study on the communication barrier for nurses in clinical settings. Journal of Korean Academy of Fundamentals Nursing. 1999;6:130–140.
6. Eleanor H, Cheung YK, Cheung SW, Luk FS, Wong WW. A Chinese cultural perspective of nursing care behaviors in an acute setting. Journal of Advanced Nursing. 1998;28:1289–1294.Article PubMed PDF
7. Hall JA, Irish JT, Roter DL, Ehrlish CM, Miller LH. Satisfaction, gender, and communication in medical visit. Medical Care. 1994;32:1216–1231.Article PubMed
8. Hawley MP. Nurse comforting strategies: Perceptions of emergency department patients. Clinical Nursing Research. 2000;9:441–459.PubMed
9. Hewison A. Nurses' power in interactions with patients. Journal of Advanced Nursing. 1995;21:75–82.Article PubMed
10. Jarrett N, Payne S. A selective review of the literature on nurse-patient communication: Has the patient's contribution been neglected? Journal of Advanced Nursing. 1995;22:72–78.Article PubMed
11. Kang BS, Kim KS. Social science statistical analysis. 2001;Seoul, SPSS Academy.
12. Kasch CR, Lisnek PM. Role of strategic communication in nursing theory and research. Advances in Nursing Science. 1984;7:56–71.Article PubMed
13. Kim DH. Understanding experience of nurses dealing with difficult patients. Journal of Korean Academy of Psychiatric and Mental Health Nursing. 2002;11:62–77.Article PDF
14. Kim EJ. The nurse-patient interaction behavior. Journal of Korean Academy of Nursing. 2005;35:1004–1013.PubMed
15. Kim YM, Kols A, Thuo M, Mucheke S, Odallo D. Client-provider communication in family planning: Assessing audiotaped consultations from Kenya, Working Paper Number 5. 1997;Baltimore, MD, Johns Hopkins University, School of Public Health Center for Communication Programs.
16. Kishi KI. Communication patterns of health teaching and information recall. Nursing Research. 1983;32:230–235.PubMed
17. Kruijver IP, Kerkstra A, Bensing JM, Van de Wiel HB. Communication skills of nurses during interactions with simulated cancer patients. Journal of Advanced Nursing. 2001;34:772–779.Article PubMed
18. Leathart AJ. Communication and socialization (1): An exploratory study and explanation for nurse-patient communication in an ICU. Intensive & Critical Care Nursing. 1994;10:93–104.
19. Lee DW. A conversational analysis of doctor-patient communication. Korean Journal of Journalism & Communication studies. 2000;45:232–265.
20. Lee JY, Song MS. The types and perceptions of touch in nurse-elderly patient interactions. Journal of Korean Academy of Adult Nursing. 1998;10:61–75.
21. Lim SL. Marital communication and marital satisfaction: The effect of gender, demanding status difference, and personality. 1998;Seoul, Korea University. Unpublished master's thesis.
22. Morse JM, Havens GA, Wilson S. The comforting interaction: Developing a model of nurse-patient relationship. Scholarly Inquiry for Nursing Practice. 1997;11:321–340.PubMed
23. Park JW. The experiences of psychiatric patients about nurses' nonverbal communication behaviors in interpersonal relationship. Journal of Korean Academy of Psychiatric and Mental Health Nursing. 2000;9:35–43.
24. Roter D. The Roter method of interaction process analysis. 1997;Baltimore, MD, The Johns Hopkins University, School of Hygiene and Public Health, Department of Health Policy and Management.
25. Roter D, Hall J. Physician's interviewing styles and medical information obtained from patients. Journal of General Internal Medicine. 1987;2:325–329.Article PubMed PDF
26. Roter D, Hall J, Merisca R, Bordstrom B, Cretin D, Svarstad B. Effectiveness of interventions to improve patient compliance: A meta-analysis. Medical Care. 1998;36:1138–1161.Article PubMed
27. Roter D, Larson S. The Roter interaction analysis system (RIAS): Utility and flexibility for analysis of medical interactions. Patient Education and Counseling. 2002;46:243–251.Article PubMed
28. Roter D, Stewart M, Putnam SM, Lipkin M, Stile W, Inui TS. Communication patterns of primary care physicians. Journal of the American Medical Association. 1997;277:350–356.Article PubMed
29. Sandvik M, Eide H, Graugaard PK, Torper J, Finset A. Analyzing medical dialogues: Strength and weakness of Roter's interaction analysis system (RIAS). Patient Education Counseling. 2002;46:235–241.Article PubMed
30. Shin HS. Analysis of metacommunicative behaviors between nurses and patients in a pediatric unit. 2002;Seoul, Yonsei University. Unpublished doctoral dissertation.
31. Sitzia J, Wood N. Patient satisfaction: A review of issues and concepts. Social Science Medicine. 1997;45:1829–1843.Article PubMed
32. Sondell K, Soderfeldt B, Palmqvist S. Dentist-patient communication and patient satisfaction in prosthetic dentistry. The International Journal of Prosthodontics. 2002;15:28–37.PubMed
33. Wilkinson S. Factors which influence how nurses communicate with cancer patients. Journal of Advanced Nursing. 1991;16:677–688.Article PubMed
34. Wilkinson S, Gambles M, Roberts A. The essence of cancer care: The impact of training on nurses' ability to communicate effectively. Journal of Advanced Nursing. 2002;40:731–738.Article PubMed

Table 1

Emergency Nurse-Patient Interaction Analysis System

Table 2

Percentage of Nurse Interaction Behavior Categories according to the Interaction Pattern of Nurses (N=2,315)

^*Scheffe's test.

Table 3

Percentage of Patient Interaction Behavior Categories according to the Interaction Pattern of Nurses (N=1,297)

^*Scheffe's test.

Table 4

Patient Satisfaction with Interaction (N=63)

^*Scheffe's test; ^†the inverse value.

Figure & Data

REFERENCES

Citations

Citations to this article as recorded by

What Factors Influence Patient Measures of Safety Among Adults?
Yujeong Kim, Eunhee Nam
Risk Management and Healthcare Policy.2025; Volume 18: 353. CrossRef
Therapeutic Communication Experiences of Nurses Caring for Patients with Hematology
Hyun-Jung Lee, Bom-Mi Park, Mi-Jin Shin, Do-Yeon Kim
Healthcare.2022; 10(12): 2403. CrossRef
Impact evaluation of nurse staffing policy reform in Korea: A quasi‐experimental study
Jinseon Yi, Jinhyun Kim
Journal of Nursing Management.2022; 30(7): 3457. CrossRef
Nurses' Experience with Inpatients in Comprehensive Nursing Care Service: A Phenomenological Approach
Purum Kang, Jiwon Kang
Journal of Korean Academy of Nursing Administration.2021; 27(3): 149. CrossRef
Development and Effect of a Fall Prevention Program Based on King’s Theory of Goal Attainment in Long-Term Care Hospitals: An Experimental Study
Bom-Mi Park
Healthcare.2021; 9(6): 715. CrossRef
Effects of Facilitative Nurse-Patient Interaction using an Informational Leaflet on Emergency Care
Hyojin Kim, Hee-Young Kang
Journal of Korean Academy of Fundamentals of Nursing.2019; 26(2): 127. CrossRef
Effects of patient participation in the management of daily nursing goals on function recovery and resilience in surgical patients
Jisun Lee, Eunji Seo, Jieun Choi, Ja Min
Journal of Clinical Nursing.2018; 27(13-14): 2795. CrossRef
Impact of a financial incentive policy on Korean nurse staffing
Y. Kim, J. Kim
International Nursing Review.2015; 62(2): 171. CrossRef
Effects of nurse staffing, work environments, and education on patient mortality: An observational study
Eunhee Cho, Douglas M. Sloane, Eun-Young Kim, Sera Kim, Miyoung Choi, Il Young Yoo, Hye Sun Lee, Linda H. Aiken
International Journal of Nursing Studies.2015; 52(2): 535. CrossRef
Effects on Long-Term Care Hospital Staff Mixing Level after Implementing Differentiated Inpatient Nursing Fees by Staffing Grades
Donghwan Kim, Hanju Lee
Journal of Korean Academy of Nursing Administration.2014; 20(1): 95. CrossRef
Factors on the Gap between Predicted Cesarean Section Rate and Real Cesarean Section Rate in Tertiary Hospitals
Yun Mi Kim, Se Young Kim
Korean Journal of Women Health Nursing.2012; 18(3): 200. CrossRef
Effects of Hospital Nurse Staffing on in-hospital Mortality, Pneumonia, Sepsis, and Urinary Tract Infection in Surgical Patients
Yunmi Kim, Sung-Hyun Cho, Kyung Ja June, Soon Ae Shin, Jiyun Kim
Journal of Korean Academy of Nursing.2012; 42(5): 719. CrossRef

Cite

CITE: export Copy Download Format; Close

Download Citation

Download a citation file in RIS format that can be imported by all major citation management software, including EndNote, ProCite, RefWorks, and Reference Manager.

Format:

RIS — For EndNote, ProCite, RefWorks, and most other reference management software
BibTeX — For JabRef, BibDesk, and other BibTeX-specific software

Include:

Citation for the content below
Citation and abstract for the content below

Nurse-Patient Interaction Patterns and Patient Satisfaction in the Emergency Department

J Korean Acad Nurs. 2010;40(1):99-109. Published online February 28, 2010

DOI: https://doi.org/10.4040/jkan.2010.40.1.99

XML Download

We recommend

Nurse-Patient Interaction Patterns and Patient Satisfaction in the Emergency Department

Table 1

Emergency Nurse-Patient Interaction Analysis System

Table 2

Percentage of Nurse Interaction Behavior Categories according to the Interaction Pattern of Nurses (N=2,315)

^*Scheffe's test.

Table 3

Percentage of Patient Interaction Behavior Categories according to the Interaction Pattern of Nurses (N=1,297)

^*Scheffe's test.

Table 4

Patient Satisfaction with Interaction (N=63)

^*Scheffe's test; ^†the inverse value.

Table 1 Emergency Nurse-Patient Interaction Analysis System

Table 2 Percentage of Nurse Interaction Behavior Categories according to the Interaction Pattern of Nurses (N=2,315)

^*Scheffe's test.

Table 3 Percentage of Patient Interaction Behavior Categories according to the Interaction Pattern of Nurses (N=1,297)

^*Scheffe's test.

Table 4 Patient Satisfaction with Interaction (N=63)

^*Scheffe's test; ^†the inverse value.