Haverfield Marie C, Victor Robert, Flores Brenda, Altamirano Jonathan, Fassiotto Magali, Kline Merisa, Weimer-Elder Barbette
Department of Communication Studies, San Jose State University, San Jose, CA, USA.
Office of Faculty Development and Diversity, Stanford Medicine, Stanford, CA, USA.
PEC Innov. 2022 Jul 27;1:100069. doi: 10.1016/j.pecinn.2022.100069. eCollection 2022 Dec.
To explore qualitative patient experience comments before and after a relationship-centered communication skills training to understand patient experience, program impact, and opportunities for improvement.
Qualitative patient experience evaluation data was captured from January 2016 to December 2018 for 483 health care clinicians who participated in the skills training. A random sampling of available open-ended patient comments ( = 33,223) were selected pre-training ( = 668) and post-training ( = 566). Comments were coded for valence (negative/neutral/positive), generality versus specificity, and based on 12 communication behaviors reflective of training objectives.
No significant difference was found in the valence of comments, or generality versus specificity of comments before and after the training. A significant decrease was present in perceived clinician concern. "Confidence in care provider" was the communication skill most frequently identified in comments both pre- and post-training.
Perceptions of interactions largely remained the same following training. Key relationship-centered communication skills require further attention in future training efforts. Measurements of patient satisfaction and engagement may not adequately represent patient experience.
This study identified areas for improvement in the training program and offers a model for utilizing patient experience qualitative data in understanding communication training impact.
探讨以关系为中心的沟通技能培训前后患者的定性体验评论，以了解患者体验、项目影响及改进机会。
收集2016年1月至2018年12月期间483名参加技能培训的医护人员的患者定性体验评估数据。对培训前（n = 668）和培训后（n = 566）随机抽取的可用开放式患者评论（n = 33223）进行编码，根据评论的效价（负面/中性/正面）、普遍性与特殊性，并基于反映培训目标的12种沟通行为进行编码。
培训前后评论的效价、评论的普遍性与特殊性均无显著差异。医护人员的关怀感知显著下降。“对医疗服务提供者的信心”是培训前后评论中最常提及的沟通技能。
培训后对互动的感知基本保持不变。未来的培训工作需要进一步关注关键的以关系为中心的沟通技能。患者满意度和参与度的测量可能无法充分代表患者体验。
本研究确定了培训项目的改进领域，并提供了一个利用患者体验定性数据来理解沟通培训影响的模型。
