Enhancing clinician communication skills in a large healthcare organization: A longitudinal case study

Terry Stein, Richard Frankel, Edward Krupat

Research output: Contribution to journalArticle

124 Citations (Scopus)

Abstract

Objective: This article describes the approach taken over the past 16 years by one large healthcare organization, Kaiser Permanente (KP), to enhance the clinical communication and relationship skills of their clinicians. Methods: The centerpiece of KP's approach has been the creation and dissemination of a unifying clinician-patient communication (CPC) framework for teaching and research called the Four Habits Model. Results: The Model has served as the foundation for a diverse array of KP programs. Sustained improvement in patient satisfaction scores has been demonstrated. Clinician-patient communication training has become a well-established component of professional development in KP. Discussion: Enhancing clinicians' communication with patients is a complex task requiring planning and organizational commitment. Factors that have contributed to the success and lessons learned from incorporating clinician communication skills across the organization are described. Conclusion: The KP experience attests to the feasibility of bringing the vital skills of effective communication to large numbers of busy clinicians. Practice implications: Healthcare practices wishing to enhance clinician-patient communication skills should consider using a consistent teaching model, ensuring strong sponsorship from leaders, and emphasizing clinician satisfaction in the design of programs. A longitudinal case study.

Original languageEnglish
Pages (from-to)4-12
Number of pages9
JournalPatient Education and Counseling
Volume58
Issue number1
DOIs
StatePublished - Jul 2005

Fingerprint

Longitudinal Studies
Communication
Delivery of Health Care
Teaching
Patient Satisfaction
Habits
Research

Keywords

  • Clinician-patient communication
  • Communication models
  • Medical interviewing

ASJC Scopus subject areas

  • Medicine(all)

Cite this

Enhancing clinician communication skills in a large healthcare organization : A longitudinal case study. / Stein, Terry; Frankel, Richard; Krupat, Edward.

In: Patient Education and Counseling, Vol. 58, No. 1, 07.2005, p. 4-12.

Research output: Contribution to journalArticle

@article{16aa4ed788b04ddb9ffde7eee9268096,
title = "Enhancing clinician communication skills in a large healthcare organization: A longitudinal case study",
abstract = "Objective: This article describes the approach taken over the past 16 years by one large healthcare organization, Kaiser Permanente (KP), to enhance the clinical communication and relationship skills of their clinicians. Methods: The centerpiece of KP's approach has been the creation and dissemination of a unifying clinician-patient communication (CPC) framework for teaching and research called the Four Habits Model. Results: The Model has served as the foundation for a diverse array of KP programs. Sustained improvement in patient satisfaction scores has been demonstrated. Clinician-patient communication training has become a well-established component of professional development in KP. Discussion: Enhancing clinicians' communication with patients is a complex task requiring planning and organizational commitment. Factors that have contributed to the success and lessons learned from incorporating clinician communication skills across the organization are described. Conclusion: The KP experience attests to the feasibility of bringing the vital skills of effective communication to large numbers of busy clinicians. Practice implications: Healthcare practices wishing to enhance clinician-patient communication skills should consider using a consistent teaching model, ensuring strong sponsorship from leaders, and emphasizing clinician satisfaction in the design of programs. A longitudinal case study.",
keywords = "Clinician-patient communication, Communication models, Medical interviewing",
author = "Terry Stein and Richard Frankel and Edward Krupat",
year = "2005",
month = "7",
doi = "10.1016/j.pec.2005.01.014",
language = "English",
volume = "58",
pages = "4--12",
journal = "Patient Education and Counseling",
issn = "0738-3991",
publisher = "Elsevier Ireland Ltd",
number = "1",

}

TY - JOUR

T1 - Enhancing clinician communication skills in a large healthcare organization

T2 - A longitudinal case study

AU - Stein, Terry

AU - Frankel, Richard

AU - Krupat, Edward

PY - 2005/7

Y1 - 2005/7

N2 - Objective: This article describes the approach taken over the past 16 years by one large healthcare organization, Kaiser Permanente (KP), to enhance the clinical communication and relationship skills of their clinicians. Methods: The centerpiece of KP's approach has been the creation and dissemination of a unifying clinician-patient communication (CPC) framework for teaching and research called the Four Habits Model. Results: The Model has served as the foundation for a diverse array of KP programs. Sustained improvement in patient satisfaction scores has been demonstrated. Clinician-patient communication training has become a well-established component of professional development in KP. Discussion: Enhancing clinicians' communication with patients is a complex task requiring planning and organizational commitment. Factors that have contributed to the success and lessons learned from incorporating clinician communication skills across the organization are described. Conclusion: The KP experience attests to the feasibility of bringing the vital skills of effective communication to large numbers of busy clinicians. Practice implications: Healthcare practices wishing to enhance clinician-patient communication skills should consider using a consistent teaching model, ensuring strong sponsorship from leaders, and emphasizing clinician satisfaction in the design of programs. A longitudinal case study.

AB - Objective: This article describes the approach taken over the past 16 years by one large healthcare organization, Kaiser Permanente (KP), to enhance the clinical communication and relationship skills of their clinicians. Methods: The centerpiece of KP's approach has been the creation and dissemination of a unifying clinician-patient communication (CPC) framework for teaching and research called the Four Habits Model. Results: The Model has served as the foundation for a diverse array of KP programs. Sustained improvement in patient satisfaction scores has been demonstrated. Clinician-patient communication training has become a well-established component of professional development in KP. Discussion: Enhancing clinicians' communication with patients is a complex task requiring planning and organizational commitment. Factors that have contributed to the success and lessons learned from incorporating clinician communication skills across the organization are described. Conclusion: The KP experience attests to the feasibility of bringing the vital skills of effective communication to large numbers of busy clinicians. Practice implications: Healthcare practices wishing to enhance clinician-patient communication skills should consider using a consistent teaching model, ensuring strong sponsorship from leaders, and emphasizing clinician satisfaction in the design of programs. A longitudinal case study.

KW - Clinician-patient communication

KW - Communication models

KW - Medical interviewing

UR - http://www.scopus.com/inward/record.url?scp=20444392030&partnerID=8YFLogxK

UR - http://www.scopus.com/inward/citedby.url?scp=20444392030&partnerID=8YFLogxK

U2 - 10.1016/j.pec.2005.01.014

DO - 10.1016/j.pec.2005.01.014

M3 - Article

C2 - 15950831

AN - SCOPUS:20444392030

VL - 58

SP - 4

EP - 12

JO - Patient Education and Counseling

JF - Patient Education and Counseling

SN - 0738-3991

IS - 1

ER -