Jonathan Altamirano1, Merisa Kline2, Rachel Schwartz3, Magali Fassiotto4, Yvonne Maldonado5, Barbette Weimer-Elder6. 1. Office of Faculty Development and Diversity, Stanford University School of Medicine, Stanford, CA, USA. Electronic address: altamira@stanford.edu. 2. Patient Experience, Stanford Health Care, Stanford, CA, USA. Electronic address: mkline@stanfordhealthcare.org. 3. Patient Experience, Stanford Health Care, Stanford, CA, USA. Electronic address: raschwartz@stanford.edu. 4. Office of Faculty Development and Diversity, Stanford University School of Medicine, Stanford, CA, USA. Electronic address: magalif1@stanford.edu. 5. Office of Faculty Development and Diversity, Stanford University School of Medicine, Stanford, CA, USA. Electronic address: bonniem@stanford.edu. 6. Patient Experience, Stanford Health Care, Stanford, CA, USA. Electronic address: BWeimer-Elder@stanfordhealthcare.org.
Abstract
OBJECTIVES: Despite evidence of the central importance of communication to patient experience, health outcomes, and provider wellness, communication training for clinicians is not a standard part of clinical education. The study explores the impact of an 8-hour relationship-centered communication (RCC) training program on patient experience and provider wellness. METHODS: 636 healthcare providers participated in 48 workshops conducted January-August 2018. 481 (76%) agreed to participate in research. Participants completed a pre/post assessment that included a wellness survey, the Professional Fulfillment Index (PFI). We conducted chi-squared analyses comparing wellness data immediately prior to the course to 3 months following course participation. Patient experience, assessed using Press Ganey likelihood to recommend care provider (PG-LTR CP) scores, were examined prior to an individual's course participation and following participation up to September 2019. RESULTS: 104 participants completed the three-month PFI (22% response rate). Participants demonstrated marked improvements in professional wellness after 3 months. In bivariate analyses, PG-LTR CP significantly increased and persisted more than 7 months following program completion. CONCLUSIONS: The RCC training program, a low-cost communication intervention, led to significant, beneficial changes in provider wellness and patient experience. PRACTICE IMPLICATIONS: Implementing a RCC course for providers may improve patient experience and provider wellness.
OBJECTIVES: Despite evidence of the central importance of communication to patient experience, health outcomes, and provider wellness, communication training for clinicians is not a standard part of clinical education. The study explores the impact of an 8-hour relationship-centered communication (RCC) training program on patient experience and provider wellness. METHODS: 636 healthcare providers participated in 48 workshops conducted January-August 2018. 481 (76%) agreed to participate in research. Participants completed a pre/post assessment that included a wellness survey, the Professional Fulfillment Index (PFI). We conducted chi-squared analyses comparing wellness data immediately prior to the course to 3 months following course participation. Patient experience, assessed using Press Ganey likelihood to recommend care provider (PG-LTR CP) scores, were examined prior to an individual's course participation and following participation up to September 2019. RESULTS: 104 participants completed the three-month PFI (22% response rate). Participants demonstrated marked improvements in professional wellness after 3 months. In bivariate analyses, PG-LTR CP significantly increased and persisted more than 7 months following program completion. CONCLUSIONS: The RCC training program, a low-cost communication intervention, led to significant, beneficial changes in provider wellness and patient experience. PRACTICE IMPLICATIONS: Implementing a RCC course for providers may improve patient experience and provider wellness.