提昇產房護理人員常用英語會話能力之方案

A Project to Promote English Conversation Ability among Delivery Room Nurses

有效的語言溝通可以減少因語言障礙衍生之糾紛，更能提供完整的護理品質。本院生產之產婦及家屬需以英語溝通者屢見不鮮，護理人員在照護過程中，常因英語會話能力不足產生溝通不良情形。經調查發現溝通不良的原因為：英語會話技巧不足、缺乏自信心、無英語會話輔助工具、缺乏英語學習課程及評核方式。為使護理人員英語會話能力能夠提升到80%，解決方案包括：製作常用英語會話例句隨身手冊、線上課程、製作英語會話看板、對話練習、舉辦英語會話及在職教育課程、定期英語會話例句評核及朗讀比賽等。方案實施後，護理人員筆試正確率由42.9％提昇至80.3％，口試部分由24.4％提昇至83.1％。護理人員接觸外籍產婦或家屬時，焦慮、緊張、結巴、說不出話來、手足無措的情形減少30.6％，比手劃腳的情形減少40.3％、請醫生協助翻譯者減少41.7％；自動減少查房的次數亦改善19.4％。此專案的推行，增進了護理人員的英語溝通能力，亦有助於了解外籍產婦及其家屬的需求，提供適切的護理措施，提升照護品質。

Effective communication can reduce misunderstanding between patients and medical staff and improve nursing quality. Patients and family members who speak English are not uncommon at our hospital. However, the quality of care provided by our nursing staff is often affected by the inability to communicate fluently in English. After surveying our nursing staff, we discovered that inadequate English communication ability was influenced by the following factors: lack of confidence, short of English communication complementary tools, classes, and assessment. In order to increase the English conversation ability of our nursing staff to 80%, schemes that were proposed included: creation of an often used English sentences handbook and bulletin board, online tutorial, conversation practices, education classes, and scheduled contests and assessments. After implementing the project, the nursing staff’s written exam scores increased from 42.9% to 80.3% and oral exam scores 24.4% to 83.1%. Afterwards, the nursing staff’s anxiety, nervousness, and stuttering decreased by 30.6% upon meeting patients who spoke English. The use of hand gesturing decreased by 40.3%, relying on doctors for translation decreased by 41.7%, and automatic reduction in ward rounds decreased by 19.4%. This project improved our nurses’ English conversation ability along with nursing quality.