Optimizing the Patient Experience Through Clinician Coaching or Communication Intervention: A Randomized Pilot Study
Jennifer A. Bold, Chad Fritsche, Natalie M. Averkamp, Crystal Hilger-Feeser, Jill M. Smith, Eric Nelson, Renee Weatherly, Summer V. AllenPurpose
Patient experience is an indicator of health care quality, yet evidence for efficient, scalable interventions in primary care is limited. This randomized pilot study examined whether individualized patient experience coaching or a communication class improved patient experience scores compared with no intervention. Clinician burnout was explored as a secondary outcome.
Methods
Primary care clinicians with “Likelihood-to-Recommend” scores below the 90 th percentile were randomized to individualized coaching, a communication class, or no intervention. Patient experience scores were analyzed for up to one year after the intervention using generalized linear mixed models. Burnout was measured at baseline, immediately post-intervention, and two months later using the Maslach Burnout Inventory.
Key Findings
Nineteen clinicians completed the study. Composite Top Box Scores improved significantly in the coaching group compared with the control (p=0.006). Improvements in the communication class group did not reach statistical significance (p=0.12). Burnout analyses were limited by low post-intervention response rates.
Implications
Individualized coaching may improve patient experience scores and offer feasible strategies for enhancing patient experience in primary care.