Empathy and patient satisfaction

Date

1986-08

Authors

Semands, Denise

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Abstract

A two group before-after experimental design was used to evaluate the effect of guest relations training on empathy in nurses and patient satisfaction. Probability cluster sampling was used to assign medical-surgical nurses and patients to experimental and control groups. The sample consisted of 47 nurses and 254 patients. Pre-and post-test data were collected using the Hogan Empathy Scale and a personal data form for the nurses and the Risser Patient Satisfaction Inventory for the patients. The experimental group of nurses participated in an eight hour guest relations training program. In the experimental group empathy scores and patient satisfaction scores increased after the guest relations training; however, the increase was not significant. No statistically significant differences in empathy scores were found among nurses grouped according to selected demographic variables.

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