Patient perspectives on communication with the medical team: pilot study using the Communication Assessment Tool-Team (CAT-T).

Department of Emergency Medicine, Northwestern University Feinberg School of Medicine, Chicago, IL 60611, USA.
Patient Education and Counseling (Impact Factor: 2.6). 08/2008; 73(2):220-3. DOI: 10.1016/j.pec.2008.07.003
Source: PubMed

ABSTRACT Effective communication is an essential aspect of high-quality patient care and a core competency for physicians. To date, assessment of communication skills in team-based settings has not been well established. We sought to tailor a psychometrically validated instrument, the Communication Assessment Tool, for use in Team settings (CAT-T), and test the feasibility of collecting patient perspectives of communication with medical teams in the emergency department (ED).
A prospective, cross-sectional study in an academic, tertiary, urban, Level 1 trauma center using the CAT-T, a 15-item instrument. Items were answered via a 5-point scale, with 5 = excellent. All adult ED patients (> or = 18 y/o) were eligible if the following exclusion criteria did not apply: primary psychiatric issues, critically ill, physiologically unstable, non-English speaking, or under arrest.
81 patients were enrolled (mean age: 44, S.D. = 17; 44% male). Highest ratings were for treating the patient with respect (69% excellent), paying attention to the patient (69% excellent), and showing care and concern (69% excellent). Lowest ratings were for greeting the patient appropriately (54%), encouraging the patient to ask questions (54%), showing interest in the patient's ideas about his or her health (53% excellent), and involving the patient in decisions as much as he or she wanted (53% excellent).
Although this pilot study has several methodological limitations, it demonstrates a signal that patient assessment of communication with the medical team is feasible and offers important feedback. Results indicate the need to improve communication in the ED.
In the ED, focusing on the medical team rather then individual caregivers may more accurately reflect patients' experience.

  • Source
    [Show abstract] [Hide abstract]
    ABSTRACT: Objective: To explore patient observations of teamwork-related behaviors such as inter-team communication through a newly designed survey. Methods: In this cross-sectional study, 101 patients (N = 86) and caregivers (N = 15) recruited from the emergency department (ED) of an urban, academic medical center (>85,000 visits/year) completed the 16-item Patients' Insights and Views Observing Teams (PIVOT) Survey. We evaluated validity evidence through descriptive statistics and analysis including a Many-facet Rasch model to determine associations between questionnaire items and sociodemographic characteristics. Results: Participant responses provided evidence survey items performed well and reflected patients' awareness of team behaviors such as inter-team communication, coordination, and keeping teammates informed. Also, participants responded about the consistency of information from team members and knowing what people's jobs were on the team. Rasch analysis largely supported that the PIVOT items reflected the intended content area and adequacy of ratings scales supporting evidence of response processes. High internal consistency (Cronbach alpha, r = .87) supported evidence of internal structure. As expected, response patterns differed by ED visit acuity level and length of stay. Conclusions: The PIVOT survey offered a means to collect patient and caregiver observations of health care teams. Practice implications: PIVOT survey responses may contribute to evaluation of teamwork behaviors.
    Patient Education and Counseling 06/2014; 96(3). DOI:10.1016/j.pec.2014.06.002 · 2.60 Impact Factor
  • [Show abstract] [Hide abstract]
    ABSTRACT: The Communication Assessment Tool (CAT) has been used and validated to assess Family and Emergency Medicine resident communication skills from the patient's perspective. However, it has not been previously reported as an outcome measure for general surgery residents. The purpose of this study is to establish initial benchmarking data for the use of the CAT as an evaluation tool in an osteopathic general surgery residency program. Results are analyzed quarterly and used by the program director to provide meaningful feedback and targeted goal setting for residents to demonstrate progressive achievement of interpersonal and communication skills with patients.
    Journal of Surgical Education 08/2014; DOI:10.1016/j.jsurg.2014.06.021 · 1.39 Impact Factor
  • Source
    [Show abstract] [Hide abstract]
    ABSTRACT: Purpose ‐ The purpose of this study is to investigate hospital service quality and its effect on patient satisfaction and behavioural intention. Design/methodology/approach ‐ A convenience sampling technique was used in this study. A total of 350 questionnaires were distributed and 216 were returned (61.7 per cent response rate). Findings ‐ The results confirm that the five dimensions ‐ admission, medical service, overall service, discharge and social responsibility ‐ are a distinct construct for hospital service quality. Each dimension has a significant relationship with hospital service quality. The findings of this study indicate that the establishment of higher levels of hospital service quality will lead customers to have a high level of satisfaction and behavioural intention. Research limitations/implications ‐ This research examined the concept of hospital service quality, patient satisfaction and behavioural intention from the perspective of patients. However, this study did not explore the perspective of service providers. This is a limitation in as much as it only considers the patients' view, which might be different from the providers' view. Practical implications ‐ The results indicate that managers should use the perceived service quality and customer satisfaction as mechanisms for exit strategy that will increase loyalty among the present customers. Originality/value ‐ This study will enable hospitals to have a better understanding of the effects of service quality, which will lead to patient satisfaction and behavioural intention in order to build long-term relationships with their patients.
    Clinical Governance An International Journal 07/2013; 18(3). DOI:10.1108/CGIJ-05-2012-0016

Full-text (2 Sources)

Available from
May 28, 2014

Similar Publications