During a four year period, ECU Physicians created a framework for improving communication skills between all clinical team members and with the patients and family members that they serve .In collaboration with the Department of Quality and Analytics, we found ways to improve the patient satisfaction scores from surveys completed by clinic patients. We divided our study into three phases: Phase one focused on provider-patient communication. Phase two focused on the Patient Access Service Staff members and patient communication skills. Phase three focused on clinical engagement. Each phase was comprised of steps. For example, phase one included a pilot study where we shadowed providers at one clinic as they interacted with patients. Feedback was provided along with suggestions for best practices. Phase two included secret shopping in clinic waiting rooms, sitting with PAS employees behind the glass and providing feedback and workshops, We developed a two-part patient philosophy to include the patient promise and the patient extras. Phase three included shadowing patients in clinics from check-in to check-out, observing clinical team members' communication with patients and with each other. Our outcomes in each phase have been positive with the scores from the patient satisfaction scores improving. For example, in phase one, our numbers improved from 85.1% in 2017 to 92.0% in 2020.
Disclosures:
In accordance with the Accreditation Council for Continuing Medical Education’s Standards for Commercial Support, adopted by the Joint Accreditors for Interprofessional Continuing Education, the National Center for Interprofessional Practice and Education has a conflict of interest policy that requires that all individuals involved in the development of activity content disclose their relevant financial relationships with commercial interests. All potential conflicts of interest that arise based upon these financial relationships are resolved prior to the educational activity.
Gina Baugh, Pamela Hopkins, Sheila Cardente-Capece, Jim Ryczek
declare no vested interest in or affiliation with any commercial interest offering financial support for this interprofessional continuing education activity, or any affiliation with a commercial interest whose philosophy could potentially bias their presentation.
In support of improving patient care, this activity is planned and implemented by The National Center for Interprofessional Practice and Education. The National Center for Interprofessional Practice and Education is accredited by the Accreditation Council for Continuing Medical Education (ACCME), the Accreditation Council for Pharmacy Education (ACPE), and the American Nurses Credentialing Center (ANCC) to provide continuing education for the healthcare team.
As a Jointly Accredited Provider, the National Center is approved to offer social work continuing education by the Association of Social Work Boards (ASWB) Approved Continuing Education (ACE) program. Organizations, not individual courses, are approved under this program. State and provincial regulatory boards have the final authority to determine whether an individual course may be accepted for continuing education credit. The National Center maintains responsibility for this course. Social workers completing this course receive continuing education credits.
This activity was planned by and for the healthcare team, and learners will receive Interprofessional Continuing Education (IPCE) credit for learning and change.
