mayo clinic health system provider fleischmann
Slide deck from a Mayo Clinic Health System provider–patient communication workshop delivered by J. Alan Fleischmann, MD at the 2011 Press Ganey National Client Conference (Monday, 10:00–11:15 a.m.). The mandatory, experiential program (8-hour format; >20 workshops over 5 years) trained ~1,064 providers across multiple clinician types. Content presents evidence linking communication to clinical outcomes, patient satisfaction, and malpractice risk; teaches practical frameworks (Three Function Model: information gathering, relationship building, patient education), relationship skills (PEARLS), patient-education techniques (Simplify–Clarify–Verify; Ask–Tell–Ask), and delivering bad news (SPIKES). The deck includes program evaluation results (pre/post confidence increases, 30-day follow-up behavior change rates, and Press Ganey top-box trend data) and practical tips for exam-room and EMR communication.
Questions this document answers
1064
J. Alan (Alan) Fleischmann, MD — Vice President and Physician Leader for Service and Professionalism, Mayo Clinic Health System.
2011 Press Ganey National Client Conference; Monday, 10:00 – 11:15 a.m.
Approved by the American Association of Neuroscience Nurses (AANN); approval valid through November 14, 2013 (AANN Approval Code: 1114/6.48/02).