Sustainable Development Goals
Abstract/Objectives
Nurses spend the most time with patients in clinical care, and communication with patients is a crucial component of nursing quality. Outpatient nurses must efficiently manage patient flow, provide health-related consultations and education, coordinate medical tasks, assist physicians with procedures, and conduct nursing assessments within a short time frame. These responsibilities can increase work stress and burden, while poor communication can result in patient complaints and reduced satisfaction. In recent years, the development of information technology has introduced new teaching methods, with generative AI sparking revolutionary changes worldwide and sparking extensive discussions in the nursing field. This study aims to implement a communication training program utilizing generative AI to investigate its effectiveness in improving the communication behaviors of outpatient nurses, thereby enhancing the quality of outpatient care.
Results/Contributions
1. Repositioning and categorizing grievances using an institutional analysis approach.
2. For complainants: More precise identification of grievances and appropriate responses.
3.For customer service processes: Integrating AI with skilled communicators to establish a standardized response process and content.
4.For improving organizational healthcare quality and doctor-patient relationships:
(1) Proposing strategies for individual, practical, and institutional improvements.
(2) Participating in task forces, planning relevant team members, and providing recommendations.
(3) Observing the implementation of practical and institutional changes based on subsequent information.
Keywords
service etiquette outpatient complaints generative AI
Contact Information
林文源 教授 Prof. Wen-yuan Lin
wylin1@mx.nthu.edu.tw