Team- and Patient-Centered Communication for the Patient Medical Home
Communication underlies successful healthcare. Until recently, however, communication skills development was not a focus of medical education; healthcare professionals had to rely on their innate communication talents, any mentoring they may receive and following the examples of others they observed. Today students are required to demonstrate competency in communication, and clinicians in practice are increasingly evaluation on their communication skills. Further, there is broad recognition that effective communication must be learned, practiced and reinforced by all members of the healthcare team—not only clinicians.
Communication skills and techniques can be improved through training and practice. Research has demonstrated that enhanced communication skills lead to improved diagnostic accuracy, patient involvement in decision-making, and adherence to therapeutic regimens. Additional benefits are an increase in patient and team satisfaction and a reduced likelihood of exposure to malpractice litigation.
A number of local, statewide, national and international initiatives point to the patient-centered medical home (PCMH) model as a cornerstone for healthcare improvement. Effective communication is a fundamental tenet of the PCMH model.
The recognition that “better communication leads to better care” is at the heart of a host of efforts to measure and reward individuals and organizations that communicate effectively. IHC’s Team- and Patient-Centered Medical Home Communication gives learners specific skills in a safe and supportive learning environment.
Recent learners’ comments attest to the value of this workshop:
–Loved this! Great mix of theory and practice. Very effective exercises and debriefing highlighted
purpose/learning. Pace was perfect–kept my attention and focus. Enhanced sense of importance of my
role in teams and enhanced commitment to speaking up/contributing as a way to contribute to patient
care. Increased my willingness to address team conflicts as a way of improving patient care. Bravo!
–Great to practice the skills in team huddle-very powerful to reflect on our own behaviours.
–I really appreciated this opportunity to emulate a team.
–Gained valuable insights about how to work more effectively in teams.
If you are interested, please pre-register and we will send you information about our upcoming course schedule.
- Duration 1 Day, 1.5 Days
- Accreditation Approved for CE
- Available To All Healthcare Professionals
- Course InformationDownload PDF
Team- and Patient-Centered Medical Home Communication is designed for healthcare team members—clinicians and non-clinicians– in active practice in all specialty areas. This workshop is appropriate for a wide variety of sponsors through North America including medical practices, Federally Qualified Health Centers, health maintenance organizations, hospitals, hospital systems and long-term care providers.
The range of professional roles typically represented at PCMH workshops include physicians, nurses, nurse practitioners, physician assistants, medical assistants, social workers, nutritionists, physical therapists, receptionists, orderlies, technicians and others.
Workshops can accommodate 12-30 learners to ensure individualized attention and optimal small group learning.
Team- and Patient-Centered Medical Home Communication is based on validated models for medical communication. The key goals for this communication training workshop are to:
- Help all members of the healthcare teams understand, embrace and develop effective communication skills required for PCMH;
- Improve patient care and satisfaction;
- Increase patient adherence and self-management;
- Increase healthcare team satisfaction; and
- Reduce medical error and liability risk.
The Team- and Patient-Centered Medical Home Communication workshop presents two inter-related models of communication that form the foundation and framework for skills and principles that are transferable to interactions with patients and with members of the medical home team. These are IHC’s “E4” medical communication model and Gittell’s Relational Coordination model. The content, principles and models used in this workshop are supported by extensive research conducted during the past thirty years in patient-centered care, healthcare communication and team communication.
IHC’s “E4” model
The “E4” communication includes: Engaging the person (building and sustaining trust and the relationship), Empathizing, Educating (using clear, concise language and checking for understanding), and Enlisting the patient as a partner and focus of the care that is delivered by the PCMH team.
Gittell’s Relational Coordination model
The Relational Coordination model focuses on the relational dimensions and communication dimensions required of healthcare teams. The team relational coordination dimension includes:
- Shared goals, to foster bonds among team members and ensure consistent responses among different members or groups
- Shared knowledge, enabling a better understanding about other team member’s roles and challenges, leading to stronger bonds among the team members.
- Mutual respect, to increase the likelihood that team members will be receptive to communication from all team members
The team communication dimension includes:
- Frequency of communication, to enhance the development of relationships through repetition, which builds a sense of familiarity that fosters relational ties.
- Timing of communication, which is especially critical in settings with time constraints, high interdependencies and high uncertainty.
- Accuracy of communication, associated with how confident an individual feels about the source of information.
- Problem-solving orientation of communication, to ensure quality communication and relational coordination.
Each dimension is mutually reinforcing of the other. For instance, the higher frequency of communication leads to an increase in shared knowledge.
As a result of your participation in the Team- and Patient-Centered Medical Home Communication workshop, you will be able to:
- Identify evidence-based reasons why communication is important in your daily Patient Centered Medical Home (PCMH) practice;
- Describe communication tools to increase your effectiveness in PCMH interactions and with your patients;
- Practice using communication and team relational coordination tools with your colleagues, utilizing peer and coaching feedback; and
- Select and commit to using at least 2 tools in your daily practice.
The workshop is a fast-paced interactive program designed to provide learners with opportunities to practice skills and techniques, not simply to hear about them. The format for the session combines brief presentations, video case review with interactive exercises, active learning techniques, and discussions.
Nearly 70% of the workshop is devoted to interactive, experiential learning. Learners work individually and in teams to analyze video case study re-enactments of actual cases, reach agreement on what was and was not effective in the cases, and then create responses that would be more effective.
As with all IHC communication workshops, an annotated bibliography has been developed and is included with the workbook which is provided to learners. We encourage learners to use the bibliography after the workshop as a resource for further professional development on patient-centered communication, team communication and PCMH.
The Team- and Patient-Centered Medical Home Communication workshop can be adapted for presentation in sessions of varying duration. The 5.5 hours of content can be presented as one program of 6 or 6.5 hours (depending on breaks), or two 3-hour segments.
IHC is accredited by the Accreditation Council for Continuing Medical Education (ACCME) to sponsor continuing medical education for clinicians. The Institute for Healthcare Communication takes responsibility for the content, quality, and scientific integrity of this CME activity. IHC designates this educational activity for a maximum of 5.5 AMA PRA Category 1 Credit(s) ™ of the Physician’s Recognition Award of the American Medical Association. Physicians should only claim credit commensurate with the extent of their participation in the activity.
Continuing education (CE) credit may be available to nurses, medical assistants, staff supervisors and other non-physician participants. IHC will provide a certification of completion, which can be submitted to trainees’ respective accrediting organizations. IHC is pleased to provide any necessary documentation to help individuals gain CE credits for completion of this workshop.