Communication behaviours in a hospital setting: an observational study
Communication behaviours in a hospital setting: an observational study
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DOI：
10.1136/bmj.316.7132.673
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发表时间：
1998-02-28
影响因子：
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通讯作者：
Tombs, V
中科院分区：
文献类型：
--
作者：
Coiera, E;Tombs, V
目的：探讨医院医护人员的沟通行为模式。设计：非参与性定性观察研究。地点：英国地区综合医院。实验对象：8名医生和2名护士。结果：沟通行为导致工作场所的中断，这似乎有助于工作实践的低效率。医务人员通过电话和寻呼系统产生的干扰是他们收到的干扰的两倍。造成这种程度中断的假设原因包括员工对中断性沟通方法的偏见，倾向于从同事那里寻求信息而不是印刷材料，以及在支持联系特定角色的个人方面提供的信息不足。观察到工作人员在信息不足的基础上推断信息的意图，临床团队表现出复杂的沟通模式，这可能导致效率低下。结论：结果提示了一些工艺或技术的改进。员工可能需要适当使用通讯设施的指导。此外，过分强调信息技术可能是错误的，因为通过通信技术支持信息交换可以获得很多好处。带有确认功能的语音邮件和电子邮件、移动通信、对基于角色的联系的改进支持以及信息筛选在医院环境中可能是有益的。
Objective: An exploratory study to identify patterns of communication behaviour among hospital based healthcare workers.Design: Non-participatory, qualitative observational study.Setting: British district general hospital.Subjects: Eight doctors and two nurses.Results: Communication behaviours resulted in an interruptive workplace, which seemed to contribute to inefficiency in work practice. Medical staff generated twice as many interruptions via telephone and paging systems as they received. Hypothesised causes for this level of interruption include a bias by staff to interruptive communication methods, a tendency to seek information from colleagues in preference to printed materials, and poor provision of information in support of contacting individuals in specific roles. Staff were observed to infer the intention of messages based on insufficient information, and clinical teams demonstrated complex communication patterns, which could lead to inefficiency.Conclusion: The results suggest a number of improvements to processes or technologies. Staff may need instruction in appropriate use of communication facilities. Further, excessive emphasis on information technology may be misguided since much may be gained by supporting information exchange through communication technology. Voicemail and email with acknowledgment, mobile communication, improved support for role based contact, and message screening may be beneficial in the hospital environment.