RecruitingNot ApplicableNCT06967350

Research on the Application of CARE Combined With AIDET Nurse-Patient Communication Model in Implementing Service Remediation in Outpatient Clinics

Research on the Construction and Application of a New Model of Outpatient Nurse-Patient Communication Based on CARE Combined With AIDET and Service Recovery Theory

Sponsor

Bao Yan

Enrollment

75 participants

Start Date

Feb 19, 2025

Study Type

INTERVENTIONAL

Conditions

Communication Service Recovery

Summary

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.

Eligibility

Inclusion Criteria1

(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.

Exclusion Criteria1

(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.

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Interventions

OTHERCARE & AIDET communication mode

The new communication mode, which incorporates fundamental communication principles (AIDET) and service recovery strategies (CARE)

OTHERCARE communication mode

CARE (C: connect, A: apologize, R: repair, E: exceed) is a standard service recovery communication mode in medical services.

OTHERAIDET communication mode

AIDET 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.