Effectiveness of the communication model, C.O.N.N.E.C.T., on patient experience and employee engagement: A prospective study

Northwell Health is a large integrated healthcare organization comprised of 66,000+ employees, 23 hospitals and over 650 medical practice locations located geographically across New York State. In an effort to align and structure interactions between patients, families and healthcare professionals,...

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Autores principales:	Agnes Barden, Nicole Giammarinaro
Formato:	article
Lenguaje:	EN
Publicado:	The Beryl Institute 2018
Materias:	communication model patient experience engagement non-clinical behavioral competency ed cahps registrar Medicine (General) R5-920 Public aspects of medicine RA1-1270
Acceso en línea:	https://doaj.org/article/c9d991b371c544548ff3f19c8890200b
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spelling	oai:doaj.org-article:c9d991b371c544548ff3f19c8890200b2021-11-15T04:25:59ZEffectiveness of the communication model, C.O.N.N.E.C.T., on patient experience and employee engagement: A prospective study2372-0247https://doaj.org/article/c9d991b371c544548ff3f19c8890200b2018-11-01T00:00:00Zhttps://pxjournal.org/journal/vol5/iss3/18https://doaj.org/toc/2372-0247Northwell Health is a large integrated healthcare organization comprised of 66,000+ employees, 23 hospitals and over 650 medical practice locations located geographically across New York State. In an effort to align and structure interactions between patients, families and healthcare professionals, Northwell Health created a communication model, C.O.N.N.E.C.T. This unique, humanistic model is an acronym that stands for: Contact, Opening Greeting, Name/Title, Needs, Explanation, Closing and Thank. This prospective 3-part study explores the impact of the C.O.N.N.E.C.T. model on professional education, engagement and patient experience. A holistic approach was utilized including a pre and post e-learning module assessment, direct observation behavioral competency process and patient experience surveys. Study participants were Patient Access Services/Registrar professionals across three Northwell Health Emergency Departments. The educational intervention produced statistically significant outcomes in overall learned knowledge, applied knowledge utilizing direct behavioral competency and patient experience. There were variations per hospital for patient experience outcomes. Healthcare necessitates an interdisciplinary team-approach and thus, non-clinical professionals also require educational interventions focused on effective patient and family centered communication. Every role, every person and every moment matters.Agnes BardenNicole GiammarinaroThe Beryl Institutearticlecommunication modelpatient experienceengagementnon-clinicalbehavioral competencyed cahpsregistrarMedicine (General)R5-920Public aspects of medicineRA1-1270ENPatient Experience Journal (2018)
institution	DOAJ
collection	DOAJ
language	EN
topic	communication model patient experience engagement non-clinical behavioral competency ed cahps registrar Medicine (General) R5-920 Public aspects of medicine RA1-1270
spellingShingle	communication model patient experience engagement non-clinical behavioral competency ed cahps registrar Medicine (General) R5-920 Public aspects of medicine RA1-1270 Agnes Barden Nicole Giammarinaro Effectiveness of the communication model, C.O.N.N.E.C.T., on patient experience and employee engagement: A prospective study
description	Northwell Health is a large integrated healthcare organization comprised of 66,000+ employees, 23 hospitals and over 650 medical practice locations located geographically across New York State. In an effort to align and structure interactions between patients, families and healthcare professionals, Northwell Health created a communication model, C.O.N.N.E.C.T. This unique, humanistic model is an acronym that stands for: Contact, Opening Greeting, Name/Title, Needs, Explanation, Closing and Thank. This prospective 3-part study explores the impact of the C.O.N.N.E.C.T. model on professional education, engagement and patient experience. A holistic approach was utilized including a pre and post e-learning module assessment, direct observation behavioral competency process and patient experience surveys. Study participants were Patient Access Services/Registrar professionals across three Northwell Health Emergency Departments. The educational intervention produced statistically significant outcomes in overall learned knowledge, applied knowledge utilizing direct behavioral competency and patient experience. There were variations per hospital for patient experience outcomes. Healthcare necessitates an interdisciplinary team-approach and thus, non-clinical professionals also require educational interventions focused on effective patient and family centered communication. Every role, every person and every moment matters.
format	article
author	Agnes Barden Nicole Giammarinaro
author_facet	Agnes Barden Nicole Giammarinaro
author_sort	Agnes Barden
title	Effectiveness of the communication model, C.O.N.N.E.C.T., on patient experience and employee engagement: A prospective study
title_short	Effectiveness of the communication model, C.O.N.N.E.C.T., on patient experience and employee engagement: A prospective study
title_full	Effectiveness of the communication model, C.O.N.N.E.C.T., on patient experience and employee engagement: A prospective study
title_fullStr	Effectiveness of the communication model, C.O.N.N.E.C.T., on patient experience and employee engagement: A prospective study
title_full_unstemmed	Effectiveness of the communication model, C.O.N.N.E.C.T., on patient experience and employee engagement: A prospective study
title_sort	effectiveness of the communication model, c.o.n.n.e.c.t., on patient experience and employee engagement: a prospective study
publisher	The Beryl Institute
publishDate	2018
url	https://doaj.org/article/c9d991b371c544548ff3f19c8890200b
work_keys_str_mv	AT agnesbarden effectivenessofthecommunicationmodelconnectonpatientexperienceandemployeeengagementaprospectivestudy AT nicolegiammarinaro effectivenessofthecommunicationmodelconnectonpatientexperienceandemployeeengagementaprospectivestudy
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Effectiveness of the communication model, C.O.N.N.E.C.T., on patient experience and employee engagement: A prospective study

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