Assessment of the therapeutic communication in order to improve the welcoming of patients in the operating room: impact study

Abstract

Purpose: We wanted to assess the awareness of the nursing staff to therapeutic communications on improving the welcoming experience of patients in the operating room for outpatient surgery. Methods: This was a single centre prospective impact study performed in an outpatient surgery clinic. In a first phase, a questionnaire was administered by the anesthetist nurse upon arrival of the patient to assess the patient’s comfort (NRSc) and satisfaction on a simple numeric scale, and calculate a negative communication score (‘NC’). In the second phase, the awareness of the nursing staff on therapeutic communication was emphasized on listening, empathy and the use of positive wording, using educational videos. In the third phase, after the staff awareness-raising period, the questionnaire was repeated. Quantitative variables (primary outcome criterion made of the number of patients with a NC score ≥ 5, NRSc, satisfaction), and qualitative variables before and after the awareness raising phase to therapeutic communications were compared. Results: A total of 234 patients were included (109 before and 125 after). Following the staff awareness session to therapeutic communication, the NC score ≥ 5 decreased significantly from 20% to 6% as well as the median NRSc [P25-P75] before (8 [8-9] vs 8 [7-8]) and after (8 [8-9] vs 8 [7-8]) anesthesia. The proportion of less anxious patients before the initiation of anesthesia was significantly higher after the therapeutic communication (32% vs 17%). Satisfaction significantly increased after the awareness phase (8 [7-10] vs (9 [8-10]). Conclusion: This preliminary study shows a mild improvement of the patients’ comfort and satisfaction after therapeutic communication. A controlled randomized trial is needed to confirm those results.