Medical centers have a vested interest in improving patient experience through enhancing communication skills. The American Academy on Communication in Healthcare has helped institutions across the country establish internal expertise through delivering train-the-trainer programs. The phases of the program include preparing for implementation of the program, having program participants undergo a fundamental communication skills workshop and then understanding the theoretical and practical rationales underlying the workshop, setting up practice sessions for participants to achieve mastery, and ensuring long-term viability of a communication skills improvement initiative. Outcomes for participants include increased self-assessed personal communication skill, optimism about rolling out a communication skills program, and enhanced communication and hopefulness in working with colleagues. Train-the-trainer programs are a viable way to create enduring communities of local experts who can implement and support institutions’ commitments to excellence in the communication skills of their providers.
Chou CL, Cooley L, Pearlman E, White MK. Enhancing patient experience by training local trainers in fundamental communication skills. Patient Experience Journal. 2014; 1(2):36-45. doi: 10.35680/2372-0247.1027.