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Development of a real-time physician–patient communication data collection tool

OBJECTIVES: To design a tool to assess and improve physician communication, provide physicians with personalised feedback in real time, and relate specific communication behaviours to patient experience measures. It was hypothesised that performance of fundamental communication behaviours would corr...

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Autores principales: Custer, Adam, Rein, Laura, Nguyen, Daniel, Wentworth, Karen, Dhamoon, Amit
Formato: Online Artículo Texto
Lenguaje:English
Publicado: BMJ Publishing Group 2019
Materias:
Acceso en línea:https://www.ncbi.nlm.nih.gov/pmc/articles/PMC6863660/
https://www.ncbi.nlm.nih.gov/pubmed/31799445
http://dx.doi.org/10.1136/bmjoq-2018-000599
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author Custer, Adam
Rein, Laura
Nguyen, Daniel
Wentworth, Karen
Dhamoon, Amit
author_facet Custer, Adam
Rein, Laura
Nguyen, Daniel
Wentworth, Karen
Dhamoon, Amit
author_sort Custer, Adam
collection PubMed
description OBJECTIVES: To design a tool to assess and improve physician communication, provide physicians with personalised feedback in real time, and relate specific communication behaviours to patient experience measures. It was hypothesised that performance of fundamental communication behaviours would correlate with individual patient experience scores as measured by the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) surveys. DESIGN: Prospective observational study. SETTING: Single-centre study at a mid-sized academic tertiary medical centre. PARTICIPANTS: Thirteen hospitalists across 305 patient interactions were assessed in this study. Participants were recruited from three geographically cohorted adult general medicine-teaching teams on two inpatient units. Participants with cognitive impairment or who were unable to speak English were excluded from the study. MAIN OUTCOME MEASURES: Frequency of performance of 10 fundamental communication behaviours. RESULTS: The communication behaviours of 13 hospitalists were assessed by 305 surveys: 146 observations, 106 patient reports and 52 excluded interactions. During rounds, 50% of physicians introduced themselves, 40% explained their role, 44% introduced other members of the team, 59% addressed patients by name, 58% addressed friends/family, 59% attempted to be at eye level, 41% asked permission before performing a physical examination, 40% asked if patients had questions and 20% asked if patients understood the plan of care. Several variables correlated with higher HCAHPS scores; however, addressing patients by name (r=0.60482, p=0.0492) and introducing other members of the team (r=0.87239, p=0.0234) were statistically significant. CONCLUSION: This study highlights the importance of effective physician–patient communication and presents a unique data collection tool to assess and improve physician communication in real time. This tool can provide physicians with personalised feedback and relate specific communication behaviours to patient experience measures to provide high-quality care and improve the patient experience.
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spelling pubmed-68636602019-12-03 Development of a real-time physician–patient communication data collection tool Custer, Adam Rein, Laura Nguyen, Daniel Wentworth, Karen Dhamoon, Amit BMJ Open Qual Original Research OBJECTIVES: To design a tool to assess and improve physician communication, provide physicians with personalised feedback in real time, and relate specific communication behaviours to patient experience measures. It was hypothesised that performance of fundamental communication behaviours would correlate with individual patient experience scores as measured by the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) surveys. DESIGN: Prospective observational study. SETTING: Single-centre study at a mid-sized academic tertiary medical centre. PARTICIPANTS: Thirteen hospitalists across 305 patient interactions were assessed in this study. Participants were recruited from three geographically cohorted adult general medicine-teaching teams on two inpatient units. Participants with cognitive impairment or who were unable to speak English were excluded from the study. MAIN OUTCOME MEASURES: Frequency of performance of 10 fundamental communication behaviours. RESULTS: The communication behaviours of 13 hospitalists were assessed by 305 surveys: 146 observations, 106 patient reports and 52 excluded interactions. During rounds, 50% of physicians introduced themselves, 40% explained their role, 44% introduced other members of the team, 59% addressed patients by name, 58% addressed friends/family, 59% attempted to be at eye level, 41% asked permission before performing a physical examination, 40% asked if patients had questions and 20% asked if patients understood the plan of care. Several variables correlated with higher HCAHPS scores; however, addressing patients by name (r=0.60482, p=0.0492) and introducing other members of the team (r=0.87239, p=0.0234) were statistically significant. CONCLUSION: This study highlights the importance of effective physician–patient communication and presents a unique data collection tool to assess and improve physician communication in real time. This tool can provide physicians with personalised feedback and relate specific communication behaviours to patient experience measures to provide high-quality care and improve the patient experience. BMJ Publishing Group 2019-11-02 /pmc/articles/PMC6863660/ /pubmed/31799445 http://dx.doi.org/10.1136/bmjoq-2018-000599 Text en © Author(s) (or their employer(s)) 2019. Re-use permitted under CC BY-NC. No commercial re-use. See rights and permissions. Published by BMJ. This is an open access article distributed in accordance with the Creative Commons Attribution Non Commercial (CC BY-NC 4.0) license, which permits others to distribute, remix, adapt, build upon this work non-commercially, and license their derivative works on different terms, provided the original work is properly cited, appropriate credit is given, any changes made indicated, and the use is non-commercial. See: http://creativecommons.org/licenses/by-nc/4.0/.
spellingShingle Original Research
Custer, Adam
Rein, Laura
Nguyen, Daniel
Wentworth, Karen
Dhamoon, Amit
Development of a real-time physician–patient communication data collection tool
title Development of a real-time physician–patient communication data collection tool
title_full Development of a real-time physician–patient communication data collection tool
title_fullStr Development of a real-time physician–patient communication data collection tool
title_full_unstemmed Development of a real-time physician–patient communication data collection tool
title_short Development of a real-time physician–patient communication data collection tool
title_sort development of a real-time physician–patient communication data collection tool
topic Original Research
url https://www.ncbi.nlm.nih.gov/pmc/articles/PMC6863660/
https://www.ncbi.nlm.nih.gov/pubmed/31799445
http://dx.doi.org/10.1136/bmjoq-2018-000599
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