Stein Terry, Frankel Richard M, Krupat Edward
The Permanente Medical Group, Kaiser Permanente, Northern California, 1800 Harrison St, 21st floor, Oakland, CA 94612, USA.
Patient Educ Couns. 2005 Jul;58(1):4-12. doi: 10.1016/j.pec.2005.01.014.
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.
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.
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.
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.
The KP experience attests to the feasibility of bringing the vital skills of effective communication to large numbers of busy clinicians.
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.
本文描述了一家大型医疗保健机构凯撒医疗集团（KP）在过去16年中为提高其临床医生的临床沟通和关系技能所采取的方法。
KP方法的核心是创建并传播一个用于教学和研究的统一的临床医生-患者沟通（CPC）框架，即四习惯模型。
该模型已成为KP各种项目的基础。患者满意度得分持续提高。临床医生-患者沟通培训已成为KP专业发展中一个成熟的组成部分。
加强临床医生与患者的沟通是一项复杂的任务，需要规划和组织承诺。描述了促成成功的因素以及从在整个组织中纳入临床医生沟通技能中学到的经验教训。
KP的经验证明了将有效沟通的关键技能传授给大量忙碌临床医生的可行性。
希望提高临床医生-患者沟通技能的医疗保健机构应考虑使用一致的教学模式，确保领导者的大力支持，并在项目设计中强调临床医生的满意度。
