Özet:

Aim: This study was conducted to evaluate the effect of communication skills of healthcare professionals working in the emergency department on patients' anxiety levels from the patient's perspective. Methods: This descriptive and correlational study was conducted with 740 patients who applied to the emergency department of a state hospital between June and August 2022. Data were collected using the Information Form, Health Care Communication Questionnaire (HCCQ) and State Anxiety Scale (SAS). Results: HCCQ nonverbal intimacy sub-dimension mean score of the participants was 7.87±1.90, problem solving sub-dimension mean score was 15.53±3.67, respect sub-dimension mean score was 14.92±4.16, absence of hostility sub-dimension score mean of 9.70±2.48; the mean total score of SAS was found to be 48.51±4.47. A weakly significant negative correlation was found between the nonverbal intimacy, problem solving and respect sub-dimensions of HCCQ and, the mean total score of SAS (p<0.001). It was found that the effect of communication skills of health professionals on anxiety levels of patients was 18.2% and the highest effect on anxiety levels was found to be the nonverbal closeness sub-dimension in a negative direction (R2=0.182; B=-1.061; p<0.001). Conclusion: From the patient perspective, it was determined that the communication skills of healthcare professionals were perceived as good and patients experienced moderate anxiety. It was found that the perception of good communication skills of emergency department healthcare professionals decreased the anxiety levels of patients. It may be recommended to intensify in-service trainings to improve the communication skills of healthcare professionals.

Anahtar Kelimeler: