Communication Skills of Medical Secretaries with Angry Patients and Patient Relatives: A Scale Development Study

Year 2024, Volume: 11 Issue: 2, 169 - 187, 01.07.2024

Gamze Güner Kibaroğlu , Simge Samancı , H. Nejat Basım

https://doi.org/10.17541/optimum.1328860

Abstract

The aim of this study is to develop a measurement tool suitable for the national cultural context to determine the skills of medical secretaries in communicating with angry patients and their relatives. The study was conducted by analyzing the data obtained from 624 medical secretaries working in outpatient clinics, clinics, emergency services, operating theatres, consultation, and patient reception units of public and private health institutions. As a result of the exploratory factor analysis, it was determined that the scale consisted of 19 items under 4 factors named (1) Positive Approach, (2) Creating Effective Messages, (3) Anticipating and Awareness of Anger, and (4) Managing Anger. Then, construct validity, criterion-dependent validity, and internal consistency analyses were performed by considering the variance structure and covariance relations of the scale. As a result of all these analyses, sufficient evidence was obtained that the developed scale is a valid and reliable measurement.

Keywords

Angry Patient, Patient Relatives, Conflict Management, Communication Skills, Scale Development and Validation, Medical Secretary

Tıbbi Sekreterlerin Öfkeli Hasta ve Hasta Yakınlarıyla İletişim Becerisi: Bir Ölçek Geliştirme Çalışması

Abstract

Bu çalışmanın amacı, tıbbi sekreterlerin öfkeli hasta ve hasta yakınlarıyla kurdukları iletişimdeki becerilerini belirleyebilmeye yönelik bir ölçüm aracı geliştirmektir. Çalışma devlet ve özel sağlık kuruluşlarının poliklinik, klinik, acil servis, ameliyathane, danışma ve hasta kabul birimlerinde çalışan 624 tıbbi sekreterden anket yöntemiyle elde edilen verilerin analiziyle gerçekleştirilmiştir. Yapılan keşfedici faktör analizi sonucunda ölçeğin (1) Olumlu Yaklaşım, (2) Etkili Mesaj Oluşturma, (3) Öfkeyi Öngörme ve Farkındalık ve (4) Öfkeyi Yönetme olarak isimlendirilen 4 faktör altında yer alan 19 maddeden oluştuğu tespit edilmiştir. Daha sonra ölçeğin varyans yapısı ve kovaryans ilişkileri dikkate alınarak yapı geçerliliği, ölçüt bağımlı geçerlilik ve iç tutarlılık analizleri yapılmıştır. Yapılan tüm bu analizler sonucunda, geliştirilmiş olan ölçeğin, geçerli ve güvenilir bir ölçüm aracı olduğuna ilişkin yeterli kanıtlara ulaşılmıştır.

Keywords

Öfkeli Hasta, Hasta Yakını, Çatışma Yönetimi, İletişim Becerileri, Ölçek Geliştirme ve Doğrulama, Tıbbi Sekreter

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