| Autor: |
Marie C. Haverfield, Robert Victor, Brenda Flores, Jonathan Altamirano, Magali Fassiotto, Merisa Kline, Barbette Weimer-Elder |
| Jazyk: |
angličtina |
| Rok vydání: |
2022 |
| Předmět: |
|
| Zdroj: |
PEC Innovation, Vol 1, Iss , Pp 100069- (2022) |
| Druh dokumentu: |
article |
| ISSN: |
2772-6282 |
| DOI: |
10.1016/j.pecinn.2022.100069 |
| Popis: |
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. |
| Databáze: |
Directory of Open Access Journals |
| Externí odkaz: |
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