Last week members of the ExperiaHealth Patient Experience Collaborative were privileged to learn from two systems that are making a serious dent in the communication challenge. First, Santa Rosa Health System CEO Naomi Fuchs and psychiatrist and residency program trainer Mariah Hansen, PsyD described how Santa Rosa rolled out the Kaiser Four Habits model by engaging medical directors and champions and employing video review to create real-world learning opportunities. Second, Dr. William Maples, SVP and Medical Director of Quality at Mission Health System explained how he and his team have rolled out the Communication in Health program that he helped develop while at Mayo Clinic Jacksonville across more than 4,500 physicians and allied health professionals.
The results of both programs have been impressive. Physician acceptance after beginning the program is extremely high, and even the most seasoned clinical experts are finding they have learned new skills that help them engage more effectively with patients. At Mission, the system has documented sustained improvements in:
Patient experience scores across domains such as:
- Doctors involving patients in decision making
- Doctors’ understanding and caring
- Doctors’ communication/keeping the patient informed
Clinical quality markers including:
- ICU length of stay
- Perioperative glucose control
- Risk-adjusted mortality rates
What are the key lessons learned from these success stories?
- Choose or build a curriculum based on proven methods.
- Use peer-to-peer trainers with existing credibility and relationships.
- Engage physician leaders as champions to model and pilot training programs.
- Build skills, not scripts by using video review and role play to observe real-life application.
- Recognize top performers and create accountability for laggards through performance reviews and credentialing.
Nearly every health system, hospital, and clinic we encounter is embarking on or has employed communication training for clinical staff. What lessons have you learned from your efforts?
Our sincere gratitude to Naomi Fuchs, Dr. Mariah Hansen, and Dr. William Maples for the insights and wisdom they shared in our webinar. The full webinar recording and supporting materials are available to ExperiaHealth Patient Experience Collaborative members.