ArticleJournal of general internal medicine2023
Shadow Coaching Improves Patient Experience for English-Preferring Patients but not for Spanish-Preferring Patients.
Article in Journal of general internal medicine, 2023. The graph could read no effect estimate from its abstract, so it casts no vote on the map. Cited by 4 papers.
What it found
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Who cites it
4 citing papers in PubMed.
- Impact of a Physician Communication Development Program on Patient Experience Scores.Journal of patient experience · 2026Article
- Using a Quality Improvement Priority Metric to Promote Uniformly High-Quality Care: An Illustrative Example Using Child HCAHPS Survey Data.Journal of patient experience · 2026Article
- How the CAHPS Clinician and Group Patient Experience Survey Data Have Been Used in Research: A Systematic Review.Journal of patient-centered research and reviews · 2024Review
- Associations of the Consumer Assessment of Healthcare Providers and Systems (CAHPS) Clinician and Group Survey Scores with Interventions and Site, Provider, and Patient Factors: A Systematic Review of the Evidence.Journal of patient experience · 2024Article
Corrections and comments
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Authors and funding
5 authors.
Funding
Abstract
backgroundShadow coaching, a type of one-on-one provider counseling by trained peers, is an effective strategy for improving provider behaviors and patient interactions, but its effects on improving patient experience for English- and Spanish-preferring patients is unknown.
objectiveAssess effects of shadow coaching on patient experience for English- and for Spanish-preferring patients.
designWe analyzed 2012-2019 Clinician and Group Consumer Assessment of Healthcare Providers and Systems (CG-CAHPS) data (n=46,089) from an urban Federally Qualified Health Center with 44 primary care practices and 320 providers. One-third (n=14,631) were Spanish-preferring patients. We fit mixed-effects regression models with random effects for provider (the level of treatment assignment) and fixed effects for time (a linear spline for time with a knot and "jump" at coaching date), patient characteristics, and site indicators, stratified by preferred language.
participantsThe 74 providers who had a 6-month average top-box score on the CAHPS overall provider rating below 90 (on a 100-point scale) were shadow coached. Similar percentages of English-preferring (45%) and Spanish-preferring patients (43%) were seen by coached providers.
interventionTrained providers observed patient care by colleagues and provided suggestions for improvement. Verbal feedback was provided immediately after the observation and the participant received a written report summarizing the comments and recommendations from the coaching session. MAIN MEASURES: CG-CAHPS Visit Survey 2.0 provider communication composite and overall provider rating (0-100 scoring). KEY
resultsWe found a statistically significant 2-point (small) jump in CAHPS provider communication and overall provider rating among English-preferring patients of coached providers. There was no evidence of a coaching effect on patient experience for Spanish-preferring patients.
conclusionsCoaching improved care experiences for English-preferring patients but may not have improved patient experience for Spanish-preferring patients. Selection and training of providers to communicate effectively with Spanish-preferring patients is needed to extend the benefits of shadow coaching to Spanish-preferring patients.
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