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PLoS One. 2017 Jul 5;12(7):e0180294. doi: 10.1371/journal.pone.0180294. eCollection 2017.

Physician communication coaching effects on patient experience.

Seiler A1,2,3, Knee A2,4, Shaaban R1,2, Bryson C1,2, Paadam J1,2, Harvey R1,2, Igarashi S1,2, LaChance C1,2, Benjamin E1,2,5,6, Lagu T1,2,5,7.

Author information

1
Department of Medicine, Baystate Medical Center, Springfield, Massachusetts, United States of America.
2
Department of Medicine, Tufts University School of Medicine, Boston, Massachusetts, United States of America.
3
Baycare Health Partners/Pioneer Valley ACO, Springfield, Massachusetts, United States of America.
4
Office of Research, Baystate Medical Center, Springfield, Massachusetts, United States of America.
5
Center for Quality of Care Research, Baystate Medical Center, Springfield, Massachusetts, United States of America.
6
Department of Healthcare Quality, Baystate Medical Center, Springfield, Massachusetts, United States of America.
7
Baystate Health-University of Massachusetts Medical School, Springfield, Massachusetts, United States of America.

Abstract

BACKGROUND:

Excellent communication is a necessary component of high-quality health care. We aimed to determine whether a training module could improve patients' perceptions of physician communication behaviors, as measured by change over time in domains of patient experience scores related to physician communication.

STUDY DESIGN:

We designed a comprehensive physician-training module focused on improving specific "etiquette-based" physician communication skills through standardized simulations and physician coaching with structured feedback. We employed a quasi-experimental pre-post design, with an intervention group consisting of internal medicine hospitalists and residents and a control group consisting of surgeons. The outcome was percent "always" scores for questions related to patients' perceptions of physician communication using the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey and a Non-HCAHPS Physician-Specific Patient Experience Survey (NHPPES) administered to patients cared for by hospitalists.

RESULTS:

A total of 128 physicians participated in the simulation. Responses from 5020 patients were analyzed using HCAHPS survey data and 1990 patients using NHPPES survey data. The intercept shift, or the degree of change from pre-intervention percent "always" responses, for the HCAHPS questions of doctors "treating patients with courtesy" "explaining things in a way patients could understand," and "overall teamwork" showed no significant differences between surgical control and hospitalist intervention patients. Adjusted NHPPES percent excellent survey results increased significantly post-intervention for the questions of specified individual doctors "keeping patient informed" (adjusted intercept shift 9.9% P = 0.019), "overall teamwork" (adjusted intercept shift 11%, P = 0.037), and "using words the patient could understand" (adjusted intercept shift 14.8%, p = 0.001).

CONCLUSION:

A simulation based physician communication coaching method focused on specific "etiquette-based" communication behaviors through a deliberate practice framework was not associated with significantly improved HCAHPS physician communication patient experience scores. Further research could reveal ways that this model affects patients' perceptions of physician communication relating to specific physicians or behaviors.

PMID:
28678872
PMCID:
PMC5497987
DOI:
10.1371/journal.pone.0180294
[Indexed for MEDLINE]
Free PMC Article

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