Qualitatively exploring the impact of a relationship-centered communication skills training program in improving patient perceptions of care
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...
| Main Authors: | , , , , , , |
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| Format: | Article |
| Language: | English |
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Elsevier
2022-12-01
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| Series: | PEC Innovation |
| Subjects: | |
| Online Access: | http://www.sciencedirect.com/science/article/pii/S2772628222000541 |
| _version_ | 1828120148032094208 |
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| author | Marie C. Haverfield Robert Victor Brenda Flores Jonathan Altamirano Magali Fassiotto Merisa Kline Barbette Weimer-Elder |
| author_facet | Marie C. Haverfield Robert Victor Brenda Flores Jonathan Altamirano Magali Fassiotto Merisa Kline Barbette Weimer-Elder |
| author_sort | Marie C. Haverfield |
| collection | DOAJ |
| description | 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 (N = 33,223) were selected pre-training (n = 668) and post-training (n = 566). Comments were coded for valence (negative/neutral/positive), generality versus specificity, and based on 12 communication behaviors reflective of training objectives. 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. |
| first_indexed | 2024-04-11T14:00:45Z |
| format | Article |
| id | doaj.art-ac747e4dc8574574ad7eec850e3f6622 |
| institution | Directory Open Access Journal |
| issn | 2772-6282 |
| language | English |
| last_indexed | 2024-04-11T14:00:45Z |
| publishDate | 2022-12-01 |
| publisher | Elsevier |
| record_format | Article |
| series | PEC Innovation |
| spelling | doaj.art-ac747e4dc8574574ad7eec850e3f66222022-12-22T04:20:08ZengElsevierPEC Innovation2772-62822022-12-011100069Qualitatively exploring the impact of a relationship-centered communication skills training program in improving patient perceptions of careMarie C. Haverfield0Robert Victor1Brenda Flores2Jonathan Altamirano3Magali Fassiotto4Merisa Kline5Barbette Weimer-Elder6Department of Communication Studies, San Jose State University, San Jose, CA, USA; Corresponding author at: 220 E. San Fernando Street, San Jose, CA 95112, USA.Office of Faculty Development and Diversity, Stanford Medicine, Stanford, CA, USAOffice of Faculty Development and Diversity, Stanford Medicine, Stanford, CA, USAOffice of Faculty Development and Diversity, Stanford Medicine, Stanford, CA, USAOffice of Faculty Development and Diversity, Stanford Medicine, Stanford, CA, USAPhysician Partnership Program Patient Experience, Stanford Health Care, Stanford, CA, USAPhysician Partnership Program Patient Experience, Stanford Health Care, Stanford, CA, USAObjective: 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 (N = 33,223) were selected pre-training (n = 668) and post-training (n = 566). Comments were coded for valence (negative/neutral/positive), generality versus specificity, and based on 12 communication behaviors reflective of training objectives. 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.http://www.sciencedirect.com/science/article/pii/S2772628222000541Communication skillsQualitative methodsPatient experiencePatient-clinician relationship |
| spellingShingle | Marie C. Haverfield Robert Victor Brenda Flores Jonathan Altamirano Magali Fassiotto Merisa Kline Barbette Weimer-Elder Qualitatively exploring the impact of a relationship-centered communication skills training program in improving patient perceptions of care PEC Innovation Communication skills Qualitative methods Patient experience Patient-clinician relationship |
| title | Qualitatively exploring the impact of a relationship-centered communication skills training program in improving patient perceptions of care |
| title_full | Qualitatively exploring the impact of a relationship-centered communication skills training program in improving patient perceptions of care |
| title_fullStr | Qualitatively exploring the impact of a relationship-centered communication skills training program in improving patient perceptions of care |
| title_full_unstemmed | Qualitatively exploring the impact of a relationship-centered communication skills training program in improving patient perceptions of care |
| title_short | Qualitatively exploring the impact of a relationship-centered communication skills training program in improving patient perceptions of care |
| title_sort | qualitatively exploring the impact of a relationship centered communication skills training program in improving patient perceptions of care |
| topic | Communication skills Qualitative methods Patient experience Patient-clinician relationship |
| url | http://www.sciencedirect.com/science/article/pii/S2772628222000541 |
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