TY - JOUR
T1 - The impact of patient and physician computer mediated communication skill training on reported communication and patient satisfaction
AU - Roter, Debra L.
AU - Wexler, Randy
AU - Naragon, Phyllis
AU - Forrest, Brian
AU - Dees, Jason
AU - Almodovar, Astrid
AU - Wood, Julie
PY - 2012/9/1
Y1 - 2012/9/1
N2 - Objective: The objective was to evaluate parallel patient and physician computer-mediated communication skill training on participants' report of skill use and patient satisfaction. Methods: Separate patient and clinician web-tools comprised of over 500, 10-s video clips demonstrating patient-centered skills in various ways. Four clinician members of the American Academy of Family Physicians National Research Network participated by enrolling 194 patients into a randomized patient trial and 29 physicians into a non-randomized clinician trial of respective interventions. All participants completed baseline and follow-up self-report measures of visit communication and satisfaction. Results: Intervention patients reported using more skills than controls in five of six skill areas, including identification of problems/concerns, information exchange, treatment adherence, shared decision-making and interpersonal rapport (all p<.05); post intervention, physicians reported using more skills in the same 5 areas (all p<.01). Intervention group patients reported higher levels of satisfaction than controls in five of six domains (all p<.05). Conclusion: Communication skill training delivered in a computer mediated format had a positive and parallel impact on both patient and clinician reported use of patient-centered communication and in patient satisfaction. Practice Implications: Computer-mediated interventions are cost and time effective thereby increasing patient and clinician willingness to undertake training.
AB - Objective: The objective was to evaluate parallel patient and physician computer-mediated communication skill training on participants' report of skill use and patient satisfaction. Methods: Separate patient and clinician web-tools comprised of over 500, 10-s video clips demonstrating patient-centered skills in various ways. Four clinician members of the American Academy of Family Physicians National Research Network participated by enrolling 194 patients into a randomized patient trial and 29 physicians into a non-randomized clinician trial of respective interventions. All participants completed baseline and follow-up self-report measures of visit communication and satisfaction. Results: Intervention patients reported using more skills than controls in five of six skill areas, including identification of problems/concerns, information exchange, treatment adherence, shared decision-making and interpersonal rapport (all p<.05); post intervention, physicians reported using more skills in the same 5 areas (all p<.01). Intervention group patients reported higher levels of satisfaction than controls in five of six domains (all p<.05). Conclusion: Communication skill training delivered in a computer mediated format had a positive and parallel impact on both patient and clinician reported use of patient-centered communication and in patient satisfaction. Practice Implications: Computer-mediated interventions are cost and time effective thereby increasing patient and clinician willingness to undertake training.
KW - Communication skills intervention
KW - Computer-mediated communication training
KW - Patient activation
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U2 - 10.1016/j.pec.2012.06.020
DO - 10.1016/j.pec.2012.06.020
M3 - Article
C2 - 22789149
AN - SCOPUS:84864563231
VL - 88
SP - 406
EP - 413
JO - Patient Education and Counseling
JF - Patient Education and Counseling
SN - 0738-3991
IS - 3
ER -