Research on the Application of CARE Combined With AIDET Nurse-Patient Communication Model in Implementing Service Remediation in Outpatient Clinics

NCT06967350 | Recruiting

• 1 other identifier: KY-2024-023
• Study Type: interventional
• Target: 75
• Locations: 1 country
• Sites: 1

Brief Summary

CARE (C: connect, A: apologize, R: repair, E: exceed) is a standard service recovery communication mode in medical services. However, clinical nurses found it hard to follow because it lacked essential communication guidance. The AIDET mode (A: acknowledge, I: introduce, D: duration, E: Explanation, T: thank)， which offers such guidance, might be combined with CARE to form a new mode. This study aims to verify the effect of integrating CARE and AIDET on outpatient nurses' service recovery.

Conditions

Communication; Service Recovery

Keywords

CARE; AIDET

Outcome Measures

Primary Outcomes (1)

• The score of clinical communication ability of nurses

  This score is obtained through Nurses' clinical communication ability Scale: The scale of nurses' clinical communication ability is a self-evaluation tool reflecting communication ability. The scale was developed by Zeng Kai himself and is highly recommended by Chinese scholars20. The scale has been widely used to evaluate team communication, basic verbal communication, essential non-verbal communication, emotional perception, emotional support, and difficult situation communication abilities among nurses and nursing students. The scale consists of 58 items in six dimensions. Using the Likert 5-point scale, each entry is assigned a score of 1 to 5, from "very poor" to "very good" on a scale of 58 to 290. Each entry is scored positively, and the higher the score, the better the communication ability. The Cronbach α of the scale was 0.978, and the retest reliability was 0.727.

  One month before and after the training

Study Arms (3)

control group 1(CARE training)

OTHER

This study adopted a parallel control design and set up the CARE group as the control group 1. The nurses in this group received training on the CARE communication model: including theoretical lectures, case discussions, pre-operation practical assessment, and clinical pre-operation practical supervision.

Other: CARE communication mode

control group 2(AIDET training)

OTHER

This study adopted a parallel control design and set up the AIDET group as the control group 2. The nurses in this group received AIDET communication mode training: including theoretical lectures, case discussions, pre-operation practical assessment, and clinical pre-operation practical supervision.

Other: AIDET communication mode

Experimental Group (CARE &AIDET)

EXPERIMENTAL

This study adopted a parallel control design and set up the CARE\&AIDET group as the experimental group. The nurses in this group received training on the CARE combined with AIDET communication model: including theoretical lectures, case discussions, pre-operation practical assessment, and clinical pre-operation practical supervision.

Other: CARE & AIDET communication mode

Interventions

CARE & AIDET communication mode OTHER

The new communication mode, which incorporates fundamental communication principles (AIDET) and service recovery strategies (CARE)

Experimental Group (CARE &AIDET)

CARE communication mode OTHER

CARE (C: connect, A: apologize, R: repair, E: exceed) is a standard service recovery communication mode in medical services.

control group 1(CARE training)

AIDET communication mode OTHER

AIDET is a nurse-patient communication mode that contains essential communication principles. Each letter represents a step for communication: Acknowledge, Introduce, Duration, Explanation, and Thank. It describes in detail the application and characteristics of the primary language in communication, logical and procedural.

control group 2(AIDET training)

Eligibility Criteria

• Sex: all
• Healthy Volunteers: Yes
• Age Groups: Child (0-17), Adult (18-64), Older Adult (65+)

You may qualify if:

• (1) nurses who have worked in the clinic for more than half a year; (2) Volunteer to participate in this study and sign a written informed consent. Unable to complete the entire study process during the study period.

You may not qualify if:

• (1) nurses on maternal or sick leave, rotation, or training nurses; (2)nurses with poor mental state (such as depression tendency). Therefore, we excluded rotation nurses (n=1) and maternity leave nurses (n=2) and included 75 nurses in the study.

Sponsors & Collaborators

• Bao Yan: lead

Study Sites (1)

The fourth affiliated hospital,Zhejiang University school of medicine

Yiwu, Zhejiang, 14618, China

RECRUITING

MeSH Terms

Conditions

Communication

Condition Hierarchy (Ancestors)

Behavior

Central Study Contacts

Bao Yan

CONTACT

+8618806792850; byzj@zju.edu.cn

Study Design

• Study Type: interventional
• Phase: not applicable
• Allocation: RANDOMIZED
• Masking: NONE
• Purpose: OTHER
• Intervention Model: PARALLEL
• Sponsor Type: OTHER
• Responsible Party: SPONSOR INVESTIGATOR
• PI Title: Deputy Director

Study Record Dates

• First Submitted: May 12, 2025
• First Posted: May 13, 2025
• Study Start: February 19, 2025
• Primary Completion: December 31, 2025
• Study Completion: December 31, 2025
• Last Updated: May 13, 2025

Record last verified: 2025-05

Data Sharing

• IPD Sharing: Will not share

Locations

CN (1)