Communication Skills Training for Physicians Improves Patient Satisfaction

Adrienne Boissy, Amy K. Windover, Dan Bokar, Matthew Karafa, Katie Neuendorf, Richard Frankel, James Merlino, Michael B. Rothberg

Research output: Contribution to journalArticle

68 Citations (Scopus)

Abstract

BACKGROUND: Skilled physician communication is a key component of patient experience. Large-scale studies of exposure to communication skills training and its impact on patient satisfaction have not been conducted. OBJECTIVE: We aimed to examine the impact of experiential relationship-centered physician communication skills training on patient satisfaction and physician experience. DESIGN: This was an observational study. SETTING: The study was conducted at a large, multispecialty academic medical center. PARTICIPANTS: Participants included 1537 attending physicians who participated in, and 1951 physicians who did not participate in, communication skills training between 1 August 2013 and 30 April 2014. INTERVENTION: An 8-h block of interactive didactics, live or video skill demonstrations, and small group and large group skills practice sessions using a relationship-centered model. MAIN MEASURES: Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS), Clinician and Group Consumer Assessment of Healthcare Providers and Systems (CGCAHPS), Jefferson Scale of Empathy (JSE), Maslach Burnout Inventory (MBI), self-efficacy, and post course satisfaction. KEY RESULTS: Following the course, adjusted overall CGCAHPS scores for physician communication were higher for intervention physicians than for controls (92.09 vs. 91.09, p < 0.03). No significant interactions were noted between physician specialty or baseline CGCAHPS and improvement following the course. Significant improvement in the post-course HCAHPS Respect domain adjusted mean was seen in intervention versus control groups (91.08 vs. 88.79, p = 0.02) and smaller, non-statistically significant improvements were also seen for adjusted HCAHPS communication scores (83.95 vs. 82.73, p = 0.22). Physicians reported high course satisfaction and showed significant improvement in empathy (116.4 ± 12.7 vs. 124 ± 11.9, p < 0.001) and burnout, including all measures of emotional exhaustion, depersonalization, and personal accomplishment. Less depersonalization and greater personal accomplishment were sustained for at least 3 months. CONCLUSIONS: System-wide relationship-centered communication skills training improved patient satisfaction scores, improved physician empathy, self-efficacy, and reduced physician burnout. Further research is necessary to examine longer-term sustainability of such interventions.

Original languageEnglish (US)
Pages (from-to)1-7
Number of pages7
JournalJournal of General Internal Medicine
DOIs
StateAccepted/In press - Feb 26 2016

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Patient Satisfaction
Communication
Physicians
Health Personnel
Delivery of Health Care
Depersonalization
Self Efficacy
Observational Studies
Equipment and Supplies
Control Groups

ASJC Scopus subject areas

  • Internal Medicine

Cite this

Boissy, A., Windover, A. K., Bokar, D., Karafa, M., Neuendorf, K., Frankel, R., ... Rothberg, M. B. (Accepted/In press). Communication Skills Training for Physicians Improves Patient Satisfaction. Journal of General Internal Medicine, 1-7. https://doi.org/10.1007/s11606-016-3597-2

Communication Skills Training for Physicians Improves Patient Satisfaction. / Boissy, Adrienne; Windover, Amy K.; Bokar, Dan; Karafa, Matthew; Neuendorf, Katie; Frankel, Richard; Merlino, James; Rothberg, Michael B.

In: Journal of General Internal Medicine, 26.02.2016, p. 1-7.

Research output: Contribution to journalArticle

Boissy, Adrienne ; Windover, Amy K. ; Bokar, Dan ; Karafa, Matthew ; Neuendorf, Katie ; Frankel, Richard ; Merlino, James ; Rothberg, Michael B. / Communication Skills Training for Physicians Improves Patient Satisfaction. In: Journal of General Internal Medicine. 2016 ; pp. 1-7.
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