Study the Knowledge, Attitude and Performance of the Health and Cure Centers Staff Regarding Using Communication Skills in Interacting With Clients in Zahedan City, 2012

Correct performance in interventions in health and cure systems, increasing patient's satisfaction and promoting the health state, necessitate the need to make a proper and correct communication among health and cure staff with patients. This study is performed with the aim of studying the knowledge, attitude and performance of the health and cure centers staff regarding using communication skills in interacting with clients in Zahedan city.Patients and In this research, 135 staff from the health and cure centers were selected by random sampling method. Data collecting tool was a questionnaire including four parts that contained demographic information, knowledge, and attitude. Questionnaires were completed by health employee and skills check list was completed through observing the role playing of the health employees in contact with patients. Data was collected and analyzed by using SPSS software. T statistical test, one way ANOVA, Pierson's correlation coefficient and regression analysis were performed. knowledge, attitude and performance of the communication skills in health employees were 36.9%, 34.6% and 41.8% respectively. There was a positive and meaningful association between knowledge and attitude, knowledge and performance and attitude and performance (P 0.05). There was not any meaningful association between gender, marital state and education with knowledge, attitude and performance, but there was a positive and meaningful association between recruitment manner (projective, contractive and official) and relative performance. Moreover there was a negative and statistically meaningful association between age and service years. The results of regression analysis by stepwise method showed that attitude and age were predictors of perfect performance of the health staff. Knowledge, attitude and performance of the communication skills of health staff are improper and it would lead to not using the communication skills to establish perfect communication with patients, so it seems that it is necessary to make the training courses during the service for health staff about communication skills and observing on performing the acquired skills.