Related Experiment Videos
Telephone T.A.L.K.: a telephone communication program
E Kosower1, S H Inkelis, J S Seidel
1Department of Pediatrics, UCLA School of Medicine, Harbor/UCLA Medical Center, Torrance 90509.
Pediatric Emergency Care
|April 1, 1991
Summary
Pediatric residents improve telephone communication skills through a training program focused solely on communication processes. This enhances patient care quality and satisfaction.
Area of Science:
- Medical Education
- Pediatrics
- Communication Skills
Background:
- Telephone consultations constitute 24% of medical care contacts.
- Physicians frequently manage pediatric illnesses via telephone.
- Improved physician-patient communication is linked to higher healthcare quality and satisfaction.
Purpose of the Study:
- To describe a novel interpersonal telephone communication training program for pediatric residents.
- To highlight a program focusing exclusively on communication process skills.
- To introduce the T.A.L.K. conceptual framework for telephone communication.
Main Methods:
- Implementation of a telephone communication training program within a pediatric residency.
- Focus on communication process skills, distinct from content-based training.
- Utilized a conceptual framework (T.A.L.K.), topic sessions, and resident review sessions.
Main Results:
- The program provides structured training in telephone communication skills for pediatric residents.
- The T.A.L.K. framework offers a systematic approach to telephone interactions.
- The training emphasizes the process of communication, not just medical information exchange.
Conclusions:
- Interpersonal telephone communication training is a valuable component of pediatric residency.
- Focusing on communication skills can enhance the quality of care delivered via telephone.
- This program model can be adapted for other medical settings to improve patient interactions.