Skills Benchmarkig Exam Room2

Our Patient Communication & Engagement Skills Benchmarking provides physicians with a custom road map for adopting communication “best practices” associated with better patient engagement, patient outcomes and patient experiences.

We accomplish this by providing physicians with:

 Exam Room Conversations1

  • An independent evaluation of their patient communication and patient engagement skills
  • A snapshot of how their communications and engagement skills compare to “best practices”
  • Insights into how their current skills and practices impact their patients’ health behavior
  • Actionable recommendations for improving their patient communications and engagement skills
  • The option for post training reassessment of their patient communications and engagement skills

Our Approach

Physician Records Visit1Engage Your Patients’ uses a combination of research methods to assess physicians’ patient communication and engagement skills, efficacy and outcomes including:

 Conversation Analysis

Our communication specialists use audio and video recordings of exam room conversations between client physicians and their own patients to identify, code and evaluate verbal (and non-verbal where applicable) “exchanges” between physicians and patients (and caregiver where appropriate).  This is the same research method used in medical schools and health communication research for over 30 years.

Specialized Surveys & Interviews

Optional pre- and post-visit surveys and interviews can be used to obtain additional information from the physician and patient depending upon the goals of the client.  Specialized surveys are available that evaluate a wide variety of different attitudes and behaviors of physicians (and patients).   

 Physician And Patient Evaluation & Feedback Process – Enhanced Version

In addition to our analysts, clients have the option of having the participating  physicians and participating patients (in the recordings) get involved in the assessment and feedback process.  Patient Centered Communications2

Patients (that participated in the actual exam room video) would be asked to view the video of their visit and pause the video to comment on aspects of the “exam room conversation” that they liked, found useful or problematic  and why.  Client physicians would be asked the same questions.  

The patient’s and physician’s  feedback would be transcribed and edited into a video, along with our analysts feedback, that would be provided to the client physician.  as part of the deliverable for the

 What We Measure

Using an evaluation model and tools based upon the Kalamazoo Consensus Statement and adapted from tools such as the Four Habits Model, our benchmarking solutions evaluate:

  • The communication and engagement skills used by the physician
  • How well each skill was used  by the physician
  • The nature and type of the patient’s response
  • Whether essential communication objectives were accomplished during the visit

Engage  Your Patient Analyst3


 What Client Physicians Will Learn

Each physician will receive a summary report of the findings from their communication skills assessment which  includes:

  • Their scores for each of the 33 communication/engagement skills measured and evaluated by the Engage Your Patients Model
  • Their scores for each of the 12 Dimensions of Patient-Centered Communications that comprise the Engage Your Patients Model.
  • How their patient communication skills compare to established “best practices”
  • Their Performance Index Scores for the following communications-related domains:

–  Patient Engagement Index Score

–  Patient-Centered Index Score

–  Empathy Index Score

–  Visit Productivity Index Score

–  Health Information Sharing Index Score

–  Meaningful Use/Patient Portals & Apps Index Score

–  Physician-Patient Agreement Index Score

–  Shared Decision-Making Index Score

–  Patient Self-Care Efficacy Score

–  Patient Experience Score

Patient Communications & Patient Engagement Skills Assessment – The Process

A “Patient-Centered” Bedside Manner Is What Patient Prefer … Find Engaging … Is A “Best Practice”…  Is Essential To Triple Aims … & Results In  More Productive Visits. 

Despite The Evidence,  Up To 70% Of Physicians Do Not Routinely Employ Basic, Patient-Centered Communication “Best Practices” In The Exam Room.

A Few Words About Physicians’ Patient Communication Skills, Styles And Attitudes

There is nothing engaging about_smushedHow physicians communicate with patients is a reflection of how they see their role in relationship to the role of the patient.  These attitudes are largely shaped by their medical school training, preceptors, and work environment. 

Communication styles (and attitudes towards patients) can be measured based upon the communication skills employed and falls somewhere along the following continuum.  Physician communication skills, styles and attitudes can also be modified.

Physician-Directed Style

Do What I Say 3 _ smushed For Physician-directed clinicians, the focus of the office visit is to come up with a diagnosis and treatment plan.  Their goal is not to “get to know” the patient.  The patient’s role is to answer the physicians questions and do what the physician recommends. Patient communications beyond that is controlled by the physician using various communication techniques like the use of closed-ended questions.

 Patient-Centered Style

doctor-pt2-150x150For Patient-Centered doctors, the focus of the office visit is on working with the patient to arrive at a diagnosis and treatment plan.  The role of the patient is that of active participant & collaborator. Patient-Centered physicians understand the value of getting to know the person behind the “patient label” by inviting patient participation in the medical exam. 

Based upon the results of the skills assessment, we then calculate the physician’s performance index scores for each of the following domains:

The results of Patient Communication Skills Assessment are summarized in a written report along with recommendations for remedial skills training.