Improving the patient experience through provider communication skills building

The doctor’s interpersonal skills are arguably the most important to clinical outcome and patient experience. A peer-facilitated, communication skills-building course for physicians has been provided twice annually since its inception in 2004. The course was designed to increase personal awareness,...

Descripción completa

Guardado en:

Detalles Bibliográficos
Autores principales:	Denise Kennedy, John Fasolino, David Gullen
Formato:	article
Lenguaje:	EN
Publicado:	The Beryl Institute 2014
Materias:	patient experience physician communication skills service quality improvement continuous improvement Medicine (General) R5-920 Public aspects of medicine RA1-1270
Acceso en línea:	https://doaj.org/article/3448e498ca2e41b387be124c2fccae40
Etiquetas:	Agregar Etiqueta Sin Etiquetas, Sea el primero en etiquetar este registro!

id	oai:doaj.org-article:3448e498ca2e41b387be124c2fccae40
record_format	dspace
spelling	oai:doaj.org-article:3448e498ca2e41b387be124c2fccae402021-11-15T03:34:04ZImproving the patient experience through provider communication skills building2372-0247https://doaj.org/article/3448e498ca2e41b387be124c2fccae402014-04-01T00:00:00Zhttps://pxjournal.org/journal/vol1/iss1/10https://doaj.org/toc/2372-0247The doctor’s interpersonal skills are arguably the most important to clinical outcome and patient experience. A peer-facilitated, communication skills-building course for physicians has been provided twice annually since its inception in 2004. The course was designed to increase personal awareness, as well as to help physicians develop new communication and interpersonal skills. Satisfaction data from 3,561 patient surveys on 80 providers who attended the course between 2006 and 2010 were analyzed one year before and one year after course participation. After completing the course, the proportion of “excellent” ratings of provider service (the highest rating on a 5-point scale) increased by 2% to 5.6%. The most notable improvements in service attributes under the provider’s control and covered in the course content were: involving the patient in care decisions (P < .001), explaining medical condition (P=.002), and the provider’s knowing the patient as a person (P = .004). Other improvements were noted in courtesy (by 3.4%, P=.027), listening (by 3.5%, P=.036), and overall quality of care from the provider (by 3.5%, P=.027). Attributes not directly under the provider’s control – nursing quality, teamwork, spending enough time, and likelihood to recommend – were included in the analysis; year-over-year changes in these were not significant. Further, providers who participated in the course, when compared to those who did not, experienced an 18-percent decrease in patient complaints. Improvements in perception of excellent provider communication and other service-related behaviors suggest this training approach may be useful in improving patient satisfaction, patient experience, and payment in value-based models.Denise KennedyJohn FasolinoDavid GullenThe Beryl Institutearticlepatient experiencephysician communication skillsservice quality improvementcontinuous improvementMedicine (General)R5-920Public aspects of medicineRA1-1270ENPatient Experience Journal, Vol 1, Iss 1 (2014)
institution	DOAJ
collection	DOAJ
language	EN
topic	patient experience physician communication skills service quality improvement continuous improvement Medicine (General) R5-920 Public aspects of medicine RA1-1270
spellingShingle	patient experience physician communication skills service quality improvement continuous improvement Medicine (General) R5-920 Public aspects of medicine RA1-1270 Denise Kennedy John Fasolino David Gullen Improving the patient experience through provider communication skills building
description	The doctor’s interpersonal skills are arguably the most important to clinical outcome and patient experience. A peer-facilitated, communication skills-building course for physicians has been provided twice annually since its inception in 2004. The course was designed to increase personal awareness, as well as to help physicians develop new communication and interpersonal skills. Satisfaction data from 3,561 patient surveys on 80 providers who attended the course between 2006 and 2010 were analyzed one year before and one year after course participation. After completing the course, the proportion of “excellent” ratings of provider service (the highest rating on a 5-point scale) increased by 2% to 5.6%. The most notable improvements in service attributes under the provider’s control and covered in the course content were: involving the patient in care decisions (P < .001), explaining medical condition (P=.002), and the provider’s knowing the patient as a person (P = .004). Other improvements were noted in courtesy (by 3.4%, P=.027), listening (by 3.5%, P=.036), and overall quality of care from the provider (by 3.5%, P=.027). Attributes not directly under the provider’s control – nursing quality, teamwork, spending enough time, and likelihood to recommend – were included in the analysis; year-over-year changes in these were not significant. Further, providers who participated in the course, when compared to those who did not, experienced an 18-percent decrease in patient complaints. Improvements in perception of excellent provider communication and other service-related behaviors suggest this training approach may be useful in improving patient satisfaction, patient experience, and payment in value-based models.
format	article
author	Denise Kennedy John Fasolino David Gullen
author_facet	Denise Kennedy John Fasolino David Gullen
author_sort	Denise Kennedy
title	Improving the patient experience through provider communication skills building
title_short	Improving the patient experience through provider communication skills building
title_full	Improving the patient experience through provider communication skills building
title_fullStr	Improving the patient experience through provider communication skills building
title_full_unstemmed	Improving the patient experience through provider communication skills building
title_sort	improving the patient experience through provider communication skills building
publisher	The Beryl Institute
publishDate	2014
url	https://doaj.org/article/3448e498ca2e41b387be124c2fccae40
work_keys_str_mv	AT denisekennedy improvingthepatientexperiencethroughprovidercommunicationskillsbuilding AT johnfasolino improvingthepatientexperiencethroughprovidercommunicationskillsbuilding AT davidgullen improvingthepatientexperiencethroughprovidercommunicationskillsbuilding
_version_	1718428858487668736

Improving the patient experience through provider communication skills building

Ejemplares similares