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Related Experiment Videos

Advancing Patient Experience and Doctor Communication Excellence Through Targeted Multidisciplinary Intervention: A

Farzana Hoque1, Richard H Savel2, Payam Benson2

  • 1Department of Medicine, St. Louis University, Saint Louis, MO.

American Journal of Medical Quality : the Official Journal of the American College of Medical Quality
|May 14, 2026
PubMed
Summary

Implementing a structured, multidisciplinary strategy significantly improved physician communication scores on patient experience surveys. This approach, involving education and feedback, enhanced patient satisfaction and communication quality.

Keywords:
HCAHPS scoresPXdoctor communicationpatient experiencepatient satisfactionphysician-patient relationsquality improvement

Related Experiment Videos

Area of Science:

  • Healthcare Quality Improvement
  • Patient Experience Research
  • Physician Communication Studies

Background:

  • Effective physician-patient communication is crucial for patient satisfaction.
  • The Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey measures patient experience, including doctor communication (DC).
  • This study addresses the need to enhance DC scores within a healthcare system.

Purpose of the Study:

  • To improve patient experience (PX) scores related to doctor communication (DC) on the HCAHPS survey.
  • To implement and evaluate a structured, multidisciplinary approach to enhance physician-patient communication.
  • To identify effective interventions for boosting patient satisfaction with healthcare provider interactions.

Main Methods:

  • Implemented seven coordinated interventions: leadership-led PX meetings, standardized didactic content, provider coaching, hospital-wide education, trainee didactics, provider feedback, and post-discharge follow-up.
  • Collected and analyzed data from 4859 HCAHPS surveys administered before and after intervention implementation.
  • Calculated mean percentile rankings for DC questions and assessed statistical significance of observed changes.

Main Results:

  • The overall average DC percentile ranking significantly improved from 26±5 to 49±13 (P < 0.05).
  • Specific DC questions demonstrated substantial gains: Question 1 improved from 36±8 to 57±15, Question 2 from 30±3 to 50±13, and Question 3 from 17±5 to 35±11 (all P < 0.05).
  • The interventions led to statistically significant enhancements in physician communication as reported by patients.

Conclusions:

  • A structured, multidisciplinary approach integrating education, coaching, and feedback significantly improved HCAHPS scores for physician communication.
  • This framework offers a potentially generalizable model for other healthcare institutions aiming to elevate patient experience.
  • The study highlights the impact of systematic interventions on improving physician-patient communication and overall patient satisfaction.