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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.
Insights
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.
Abstract:
Twenty-four percent of all medical care contacts are made on the telephone. Practicing pediatricians and emergency physicians often manage children's illnesses by telephone. Studies have shown that there is a need for improved communication between physicians and patients, and it is believed that quality of, and satisfaction with, health care services will improve with increased emphasis on interpersonal communication skills in medical training. The Department of Pediatrics at Harbor-UCLA Medical Center includes interpersonal telephone communication as part of residency training. This article describes the telephone program, which differs from other programs in medical settings in that it focuses on communication process skills only. A conceptual framework around the acronym T.A.L.K. is outlined. Topic sessions in the pediatric emergency department and individual resident review sessions are discussed. The guidelines designed to follow the conceptual framework are presented.