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An Exploration of Improvement Efforts Connecting PX and Communication

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Interconnected: An Exploration of Improvement Efforts Connecting Patient Experience and Communication

Stacy Palmer, CPXP
Senior Vice President
The Beryl Institute

Laura Cooley, PhD
Senior Director of Education and Research, Academy of Communication in Healthcare
Assistant Clinical Professor, Department of Medicine, Vanderbilt University School of Medicine

Janella Hudson, PhD
Program Manager of Education and Research, Academy of Communication in Healthcare

Guest Commentary from:

Calvin Chou, MD, PhD, FACH
Professor of Clinical Medicine, University of California San Francisco
Staff Physician, VA Medical Center, San Francisco

Published in collaboration with the Academy of Communication in Healthcare, this paper explores the state of interpersonal communication practices in relationship to the patient experience outcomes in U.S. healthcare organizations from data collected through an online survey with 112 respondents and qualitative insights from selected phone interviews. The paper focuses on understanding the present state of communication effectiveness within the patient experience context for doctors, nurses and teams, evaluates the success of efforts to address communication and elaborates on key points addressed in this study, including:

  • Perceived barriers to effective communication for clinicians
  • Impact of culture and diversity on organizational communication outcomes
  • Identified communication solutions

The paper also provides considerations for action as healthcare organizations seek to drive positive patient, family, staff and caregiver experience through communication improvements.

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