S. E. Raper1, J. Joseph1 1University Of Pennsylvania,Quality And Risk Management/Surgery/Medicine,Philadelphia, PA, USA
Introduction: Good communication remains a keystone of patient care, yet there is a dearth of literature on educating surgeons in this critical element. With the shift to progressively more care in the outpatient setting, skills specific to outpatient communication have assumed greater importance. We hypothesized that a short course in outpatient communication for academic surgical faculty could be presented with high levels of participation and satisfaction.
Methods: Four separate courses (general, cardiac, plastics, urology) were taught to maximize attendance and provide particularized data. The course first introduced topics important to the health system: evolution of the physician practice plan and patient satisfaction initiatives. The status of transparency initiatives with respect to Consumer Assessment of Healthcare Providers and Systems (CAHPS) satisfaction survey scores was amplified with the ranked data for each individual departmental surgeon. Also the Centers for Medicare and Medicaid Services Merit-based Incentive Payment System (MIPS). Next, benefits of and barriers to good communication were discussed. This material was augmented by use of a short video clip simulating patient interactions serving to sharpen communication skills. Lastly, of the many options for improving physician communication skills, we focused on the critical role of listening.
Results:A voluntary, anonymous six question Likert-type survey assessed participant satisfaction: Q1) Goals were clearly communicated; Q2) Practice plan information was instructive; Q3) CAHPS & MIPS- information was instructive; Q4) Public reporting and transparency information was instructive; Q5) Benefits of good communication was instructive; Q6) Listening as a critical communication skill was valuable. 84/105 (80%) faculty participated and 54% returned the survey. Survey, questions 1, 4, 5, 6 all had responses ≥ 4.5. For Q2 & Q3, the average was <4.5. For Q2, the average was statistically significant by t-test (Table).
Conclusion:Turnout was robust, mediated in part by using regularly scheduled, conflict-free educational slots and provision of CME credit where possible. Satisfaction was high, with the benefits of good communication and material on listening given the highest and material on changes in the practice plan and CMS reimbursement given the lowest scores. The data suggest that focusing specifically on direct communication strategies may be better received. Our experience in course development for teaching outpatient communication highlights an important topic in contemporary surgery, and can be readily expanded to any surgical program with material that is relevant to all, yet particularized with institution and surgeon-specific data.
