Communication Skills Training for Surgical Inpatient Advanced Practice Providers in an Academic Health-Care System

Abstract

Background Good communication skills enhance the patient experience, clinical outcomes, and patient satisfaction. Objective A course was developed by an interdisciplinary team (surgeon, nurse practitioner, and nurse MBA) for advanced practice providers (APPs) working for the department of surgery-a mix of practice and hospital-employed professionals-to enhance communications skills in an inpatient setting. Methods Current concepts on provider-patient communication were discussed. Participants also asked to view and critique a video "provider-patient communication gone wrong" scenario. Lastly, participants were provided with techniques for improving provider-patient communication. The participants assessed the course. Provider communication scores were tracked from quarter 1, Fiscal Year 2014 to quarter 4 Fiscal Year 2017. Results Of 110 eligible APPs, 95 (86%) attended the course. The anonymous survey response rate was 90% (86/95). Participants expressed satisfaction with the course content confirmed by Likert score weighted averages of >4.6/5 in all 8 domains. Communication scores increased with time. Conclusion An interdisciplinary course aimed at enhancing provider-patient communication skills was well-received by the APP participants. The course was part of ongoing system-wide efforts to improve patient experiences, satisfaction, and outcomes. Continuing education in communication continues to play a key role in improving clinical outcomes and patient satisfaction.