A physician communication coaching program: Developing a supportive culture of feedback to sustain and reinvigorate faculty physicians.

Families, Systems & Health : the Journal of Collaborative Family Healthcare
Susan H McDanielColleen Fogarty

Abstract

Physician-patient communication involves complex skills that affect quality, outcome, and satisfaction for patients, families, and health care teams. Yet, institutional, regulatory, and scientific demands compete for physicians' attention. A framework is needed to support physicians continued development of communication skills: Coaching is 1 such evidence-based practice, and we assessed the feasibility of implementing such a program. Participants were 12 physicians, representing high and low scorers on the Hospital Consumer Assessment of Health Care Providers and Systems (HCAHPS) survey. We added items to capture empathy and family experience to the Calgary-Cambridge Observation Guide for the Medical Interview. Coaches observed communication associated with patient satisfaction and quality measures: introductions (I), asking about concerns (C), and check for understanding (U), or ICU. Participants received a report describing their communication behaviors, emphasizing strengths, and identifying areas for improvement. Scores on the ICU significantly discriminated between low and high HCAHPS scorers, physicians from surgical and cognitive specialties, men and women. We collected anonymous feedback regarding the value of this tra...Continue Reading

Citations

May 6, 2021·Patient Education and Counseling·Susan H McDanielShmuel Reis
Jun 22, 2021·JCO Oncology Practice·Ronald M Epstein, Michael R Privitera
Jul 17, 2021·Patient Education and Counseling·Kipton PedersenMarcy E Rosenbaum
Aug 8, 2021·Journal of Clinical Psychology in Medical Settings·Andrea Shamaskin-GarrowaySusan McDaniel

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