Journal article
Individualized coaching in health system-wide provider communication training
Patient education and counseling, Vol.104(10), pp.2400-2405
10/2021
DOI: 10.1016/j.pec.2021.06.023
PMID: 34266714
Abstract
•Transfer of communication skills learning to actual clinical behavior is a challenge.•Coaching can help reinforce skills learned in communication skills workshops.•Communication workshops plus coaching led to increased patient satisfaction scores.
Most practicing health professionals lack communication skills training (CST). Increasingly health care systems have implemented CST programs, mainly through single workshops which are limited in creating meaningful change in communication behaviors in practice. This paper describes a provider CST program which includes coaching to reinforce skills learned in CST workshops.
In 2017, a pilot CST workshop was implemented in a large Midwestern US health system. In 2018, a modified program was launched for all physicians, physician assistants and advanced practice nurses and included in-person clinical coaching for each provider 30- and 60-days post-workshop. Evaluation measures included pre and post-program aggregate patient satisfaction scores and coaching evaluation surveys.
248 providers completed the workshop plus coaching program between October 2018 – March 2020. Aggregated patient satisfaction Top Box ratings increased from 73.9% to 75.1% following the pilot and to 79.5% following workshop plus coaching. Participants rated coaching positively and reported more confidence in using the workshop skills in clinical practice.
Our data show that coaching can help facilitate and reinforce skills learned in CST workshops and can lead to improvements in patient satisfaction scores.
Incorporating coaching as part of CST can help facilitate meaningful skills transfer.
Details
- Title: Subtitle
- Individualized coaching in health system-wide provider communication training
- Creators
- Kipton Pedersen - University of Iowa Hospitals and ClinicsTheresa M.H. Brennan - University of Iowa Hospitals and ClinicsAlexander D. Nance - University of Iowa Hospitals and ClinicsMarcy E. Rosenbaum - Roy J. and Lucille A. Carver College of Medicine
- Resource Type
- Journal article
- Publication Details
- Patient education and counseling, Vol.104(10), pp.2400-2405
- Publisher
- Elsevier B.V
- DOI
- 10.1016/j.pec.2021.06.023
- PMID
- 34266714
- ISSN
- 0738-3991
- eISSN
- 1873-5134
- Language
- English
- Date published
- 10/2021
- Academic Unit
- Cardiovascular Medicine; Family and Community Medicine; Office of Consultation and Research in Medical Education; Internal Medicine
- Record Identifier
- 9984297333602771
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