Nicolas Delacruz1, Suzanne Reed2, Ansley Splinter2, Amy Brown2, Stacy Flowers2, Nicole Verbeck3, Debbie Turpening2, John D Mahan2. 1. The Ohio State University College of Medicine, 370 W 9th Avenue, Columbus, OH 43210, USA. Electronic address: Nicolas.delacruz@osumc.edu. 2. Department of Pediatrics, The Ohio State University College of Medicine, Nationwide Children's Hospital, Columbus, OH 43205, USA. 3. The Ohio State University College of Medicine, 370 W 9th Avenue, Columbus, OH 43210, USA.
Abstract
OBJECTIVE: Our objective was to evaluate the utility of an educational program consisting of a workshop based on the Take the HEAT communication strategy, designed specifically for addressing patients who are angry, using a novel tool to evaluate residents' skills in employing this method. METHODS: 33 first-year pediatric and internal medicine-pediatrics residents participated in the study. The workshop presented the Take the HEAT (Hear, Empathize, Apologize, Take action) strategy of communication. Communication skills were assessed through standardized patient encounters at baseline and post-workshop. Encounters were scored using a novel assessment tool. RESULTS: After the workshop, residents' Take the HEAT communication improved from baseline total average score 23.15 to total average score 25.36 (Z=-3.428, p<0.001). At baseline, empathy skills were the lowest. Intraclass Correlation Coefficient demonstrated substantial agreement (0.60 and 0.61) among raters using the tool. CONCLUSION: First-year pediatric trainees' communication with angry families improved with education focused on the Take the HEAT strategy. Poor performance by residents in demonstrating empathy should be explored further. PRACTICE IMPLICATIONS: This study demonstrates the utility of a brief communications curriculum aimed at improving pediatric residents' ability to communicate with angry families.
OBJECTIVE: Our objective was to evaluate the utility of an educational program consisting of a workshop based on the Take the HEAT communication strategy, designed specifically for addressing patients who are angry, using a novel tool to evaluate residents' skills in employing this method. METHODS: 33 first-year pediatric and internal medicine-pediatrics residents participated in the study. The workshop presented the Take the HEAT (Hear, Empathize, Apologize, Take action) strategy of communication. Communication skills were assessed through standardized patient encounters at baseline and post-workshop. Encounters were scored using a novel assessment tool. RESULTS: After the workshop, residents' Take the HEAT communication improved from baseline total average score 23.15 to total average score 25.36 (Z=-3.428, p<0.001). At baseline, empathy skills were the lowest. Intraclass Correlation Coefficient demonstrated substantial agreement (0.60 and 0.61) among raters using the tool. CONCLUSION: First-year pediatric trainees' communication with angry families improved with education focused on the Take the HEAT strategy. Poor performance by residents in demonstrating empathy should be explored further. PRACTICE IMPLICATIONS: This study demonstrates the utility of a brief communications curriculum aimed at improving pediatric residents' ability to communicate with angry families.
Authors: Sundip Patel; Alexis Pelletier-Bui; Stephanie Smith; Michael B Roberts; Hope Kilgannon; Stephen Trzeciak; Brian W Roberts Journal: PLoS One Date: 2019-08-22 Impact factor: 3.240
Authors: Melanie C Marsh; Suzanne M Reed; John D Mahan; Lydia Schneider; Ashley K Fernandes; Nancy Liao; Isaac Spears; Stephanie Lauden Journal: J Med Educ Curric Dev Date: 2021-10-04
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