The effect of service excellence training: Examining providers' patient experience scores

Previous research and applied work has shown that communication-based training has the potential to impact important outcomes for healthcare organizations. Our institution developed and deployed Service Excellence, a communications-focused training, in our large academic cancer-focused healthcare sy...

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Autores principales:	Katelyn Cavanaugh, Monica Johnson, Courtney Holladay
Formato:	article
Lenguaje:	EN
Publicado:	The Beryl Institute 2021
Materias:	engagement patient experience patient-centered provider communication communication skills press ganey Medicine (General) R5-920 Public aspects of medicine RA1-1270
Acceso en línea:	https://doaj.org/article/3be7bbb496b949cdb7f663895304db0f
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spelling	oai:doaj.org-article:3be7bbb496b949cdb7f663895304db0f2021-11-15T04:34:02ZThe effect of service excellence training: Examining providers' patient experience scores2372-0247https://doaj.org/article/3be7bbb496b949cdb7f663895304db0f2021-11-01T00:00:00Zhttps://pxjournal.org/journal/vol8/iss3/12https://doaj.org/toc/2372-0247Previous research and applied work has shown that communication-based training has the potential to impact important outcomes for healthcare organizations. Our institution developed and deployed Service Excellence, a communications-focused training, in our large academic cancer-focused healthcare system. In this study, we investigated whether patient experience improved for those with care providers who completed Service Excellence, as measured by Press Ganey Provider Experience surveys, and whether the effect of Service Excellence training depends on employee engagement. Results indicated that participating in Service Excellence training positively impacts perceptions of patient experience, and that the impact of the training is stronger for providers with low engagement as compared to providers with high engagement. Findings suggest that communications-based training can be an effective mitigation strategy to assist even those low engaged physicians with displaying the expected behaviors for positive patient interactions. Implications for healthcare organizations are discussed, including the rationale for motivating providers to attend such training. <strong>Experience Framework</strong> This article is associated with the Policy & Measurement lens of The Beryl Institute Experience Framework. (<a href="https://www.theberylinstitute.org/ExperienceFramework">https://www.theberylinstitute.org/ExperienceFramework</a>). <ul> <li><a href="https://www.theberylinstitute.org/page/PXSEARCH#resource-list-all/?view_28_page=1&view_28_filters=%5B%7B%22field%22%3A%22field_38%22%2C%22operator%22%3A%22in%22%2C%22value%22%3A%5B%22PXJ%20Article%22%5D%7D%2C%7B%22field%22%3A%22field_20%22%2C%22operator%22%3A%22is%22%2C%22value%22%3A%5B%22%22%5D%7D%2C%7B%22field%22%3A%22field_40%22%2C%22operator%22%3A%22is%22%2C%22value%22%3A%5B%22%22%2C%22Policy%20%26%20Measurement%22%5D%7D%2C%7B%22field%22%3A%22field_41%22%2C%22operator%22%3A%22is%22%2C%22value%22%3A%5B%22%22%5D%7D%5D">Access other PXJ articles</a> related to this lens.</li> <li><a href="https://www.theberylinstitute.org/page/Ecosystem-PolicyMeasurement">Access other resources</a> related to this lens.</li> </ul>Katelyn CavanaughMonica JohnsonCourtney HolladayThe Beryl Institutearticleengagementpatient experiencepatient-centeredprovider communicationcommunication skillspress ganeyMedicine (General)R5-920Public aspects of medicineRA1-1270ENPatient Experience Journal (2021)
institution	DOAJ
collection	DOAJ
language	EN
topic	engagement patient experience patient-centered provider communication communication skills press ganey Medicine (General) R5-920 Public aspects of medicine RA1-1270
spellingShingle	engagement patient experience patient-centered provider communication communication skills press ganey Medicine (General) R5-920 Public aspects of medicine RA1-1270 Katelyn Cavanaugh Monica Johnson Courtney Holladay The effect of service excellence training: Examining providers' patient experience scores
description	Previous research and applied work has shown that communication-based training has the potential to impact important outcomes for healthcare organizations. Our institution developed and deployed Service Excellence, a communications-focused training, in our large academic cancer-focused healthcare system. In this study, we investigated whether patient experience improved for those with care providers who completed Service Excellence, as measured by Press Ganey Provider Experience surveys, and whether the effect of Service Excellence training depends on employee engagement. Results indicated that participating in Service Excellence training positively impacts perceptions of patient experience, and that the impact of the training is stronger for providers with low engagement as compared to providers with high engagement. Findings suggest that communications-based training can be an effective mitigation strategy to assist even those low engaged physicians with displaying the expected behaviors for positive patient interactions. Implications for healthcare organizations are discussed, including the rationale for motivating providers to attend such training. <strong>Experience Framework</strong> This article is associated with the Policy & Measurement lens of The Beryl Institute Experience Framework. (<a href="https://www.theberylinstitute.org/ExperienceFramework">https://www.theberylinstitute.org/ExperienceFramework</a>). <ul> <li><a href="https://www.theberylinstitute.org/page/PXSEARCH#resource-list-all/?view_28_page=1&view_28_filters=%5B%7B%22field%22%3A%22field_38%22%2C%22operator%22%3A%22in%22%2C%22value%22%3A%5B%22PXJ%20Article%22%5D%7D%2C%7B%22field%22%3A%22field_20%22%2C%22operator%22%3A%22is%22%2C%22value%22%3A%5B%22%22%5D%7D%2C%7B%22field%22%3A%22field_40%22%2C%22operator%22%3A%22is%22%2C%22value%22%3A%5B%22%22%2C%22Policy%20%26%20Measurement%22%5D%7D%2C%7B%22field%22%3A%22field_41%22%2C%22operator%22%3A%22is%22%2C%22value%22%3A%5B%22%22%5D%7D%5D">Access other PXJ articles</a> related to this lens.</li> <li><a href="https://www.theberylinstitute.org/page/Ecosystem-PolicyMeasurement">Access other resources</a> related to this lens.</li> </ul>
format	article
author	Katelyn Cavanaugh Monica Johnson Courtney Holladay
author_facet	Katelyn Cavanaugh Monica Johnson Courtney Holladay
author_sort	Katelyn Cavanaugh
title	The effect of service excellence training: Examining providers' patient experience scores
title_short	The effect of service excellence training: Examining providers' patient experience scores
title_full	The effect of service excellence training: Examining providers' patient experience scores
title_fullStr	The effect of service excellence training: Examining providers' patient experience scores
title_full_unstemmed	The effect of service excellence training: Examining providers' patient experience scores
title_sort	effect of service excellence training: examining providers' patient experience scores
publisher	The Beryl Institute
publishDate	2021
url	https://doaj.org/article/3be7bbb496b949cdb7f663895304db0f
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The effect of service excellence training: Examining providers' patient experience scores

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