Provider and coach perspectives on implementing shadow coaching to improve provider-patient interactions

Area of Science:

• Healthcare Management
• Medical Education
• Patient Experience

Background:

• Healthcare organizations strive to enhance patient care experiences.
• Shadow coaching is a method used to improve provider-patient interactions.
• A Federally Qualified Health Center (FQHC) piloted shadow coaching for primary care providers.

Purpose of the Study:

• To identify lessons learned and barriers encountered during the implementation of shadow coaching.
• To understand how shadow coaching can improve patient interactions and foster organizational culture change.

Main Methods:

• Interviews were conducted with 19 primary care providers and 2 shadow coaches at an urban FQHC.
• Content analysis was used to identify implementation facilitators, barriers, and key themes.
• Provider perceptions were analyzed, stratified by provider type and CAHPS performance.

Main Results:

• Coaches emphasized the need for organizational buy-in, credibility, and empathy.
• Most providers reported making behavioral changes based on actionable coaching recommendations.
• Patient- and practice-level barriers hindered the implementation of improvements, while CAHPS data offered performance insights but lacked specificity.

Conclusions:

• Consistent leadership communication regarding the purpose of shadow coaching is crucial for engagement and implementation.
• Shadow coaching can be integrated into professional development strategies, with potential for re-coaching to address specific provider needs.
• Further research is needed on the optimal timing and content for re-coaching sessions.