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The Value of Communication Skills Coaching
One-on-one physician communication skills coaching offers a practical and cost-effective tool for physicians who want to improve patient satisfaction. An experienced professional coach accompanies the physician for observation and gives private, one-on-one suggestions for improvement.
The process is framed in a very constructive optimistic manner. It is important that the participating physicians understand this is an enrichment process, not a punishment. The coaching experience concentrates on highlighting the current positive skills and changing problem areas.
The Communication Skills Coaching Process
Pre-Coaching Assessment
A representative from the healthcare organization reviews the situation with the coach and contacts the physician to discuss the coaching. The coach then contacts the physician to set up a call. This brief introductory phone call gives the coach a chance to establish rapport with the physician and highlight the positive aspects of the experience.
Coaching Session
On the day of coaching, the coach accompanies the physician during two to three hours of patient visits, noting the positive and negative aspects of the patient encounters. The coach is introduced as a researcher, which nearly always leads to the patient's approval to stay in the exam room during the visit. (The coach is never in the room during sensitive physical examinations.). The process is HIPPA compliant. Initial feedback comes during the coaching session, as the coach reviews observations and recommends techniques to practice. The day concludes with a review of overall observations and recommendations.
Post-Coaching Evaluation
The coach produces a written report of observations and recommendations for the physician with a copy for the healthcare organization representative. To insure the skills continue all physicians are provided post-coaching reinforcement through phone calls and emails.