Qualitatively exploring the impact of a relationship-centered communication skills training program in improving patient perceptions of care.

Marie C Haverfield, Robert Victor, Brenda Flores, Jonathan Altamirano, Magali Fassiotto, Merisa Kline, Barbette Weimer-Elder

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Article in PEC innovation, 2022. The graph could read no effect estimate from its abstract, so it casts no vote on the map. Not yet cited in PubMed.

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1 · What the graph read from it

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4 · The record

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5 · Who and what money

Authors and funding

7 authors.

Marie C HaverfieldDepartment of Communication Studies, San Jose State University, San Jose, CA, USA.

Robert VictorOffice of Faculty Development and Diversity, Stanford Medicine, Stanford, CA, USA.

Brenda FloresOffice of Faculty Development and Diversity, Stanford Medicine, Stanford, CA, USA.

Jonathan AltamiranoOffice of Faculty Development and Diversity, Stanford Medicine, Stanford, CA, USA.

Magali FassiottoOffice of Faculty Development and Diversity, Stanford Medicine, Stanford, CA, USA.

Merisa KlinePhysician Partnership Program Patient Experience, Stanford Health Care, Stanford, CA, USA.

Barbette Weimer-ElderPhysician Partnership Program Patient Experience, Stanford Health Care, Stanford, CA, USA.

Funding

No grant is acknowledged in the PubMed record.

6 · The paper itself

Abstract

Objective: To explore qualitative patient experience comments before and after a relationship-centered communication skills training to understand patient experience, program impact, and opportunities for improvement. Methods: Qualitative patient experience evaluation data was captured from January 2016 to December 2018 for 483 health care clinicians who participated in the skills training. A random sampling of available open-ended patient comments ( Results: No significant difference was found in the valence of comments, or generality versus specificity of comments before and after the training. A significant decrease was present in perceived clinician concern. "Confidence in care provider" was the communication skill most frequently identified in comments both pre- and post-training. Conclusion: Perceptions of interactions largely remained the same following training. Key relationship-centered communication skills require further attention in future training efforts. Measurements of patient satisfaction and engagement may not adequately represent patient experience. Innovation: This study identified areas for improvement in the training program and offers a model for utilizing patient experience qualitative data in understanding communication training impact.

Indexed as

Communication skillsPatient-clinician relationshipPatient experienceQualitative methods

Identifiers

PMID37213728

DOI10.1016/j.pecinn.2022.100069

PMCPMC10194165

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