Optimizing the Patient Experience Through Provider Coaching or Communication Intervention

Not Applicable

Active, not recruiting

• Conditions: Communication; Patient Satisfaction
• Interventions: Behavioral: Intervention 1

• Registration Number: NCT06329557
• Lead Sponsor: Mayo Clinic

Brief Summary

Hypothesis: Clinicians who receive patient experience coaching or communication classes have improved patient satisfaction scores and improved clinician satisfaction.

Detailed Description

Aims, purpose, or objectives:

To identify if patient experience coaching or communication classes have an effect on patient satisfaction scores and clinician satisfaction.

Study Timeline

• Study Start: 2024-03-08
• Study First Submitted: 2024-03-18
• Study First Submitted QC: 2024-03-18
• Study First Posted: 2024-03-26
• Status Verified: 2025-03
• Last Update Submitted: 2025-03-04
• Last Update Posted: 2025-03-06
• Primary Completion: 2026-02
• Study Completion: 2026-02

Recruitment & Eligibility

• Status: ACTIVE_NOT_RECRUITING
• Sex: All
• Target Recruitment: 45

Inclusion Criteria

• Clinicians of Primary Care Mayo Clinic

Exclusion Criteria

• Not clinicians of Primary Care Mayo Clinic or Residents within Rochester Primary Care Clinicians from Family Medicine, or Clinicians from Community Internal Medicine Geriatrics, Palliative Medicine, and Community Pediatrics and Adolescent Medicine

Study & Design

• Study Type: INTERVENTIONAL
• Study Design: PARALLEL

Arm && Interventions

Group	Intervention	Description
Survey and Coaching	Intervention 1	Individual coaching with a trained patient experience professional (XTEC coach) will occur individually with clinicians 3-4 times over several weeks. The coach will assist participants with improving communication with patients.
Survey and Communication Class	Intervention 1	A one-hour communication class will take place during the workday. The class will be offered virtually or in person for a group of clinicians to attend.

Primary Outcome Measures

Name	Time	Method
To identify if patient experience coaching or communication classes have an effect on patient satisfaction scores and clinician satisfaction.	1 year	Participants will be sent a Pre-test Questionnaire and Maslach Burnout Inventory within the introductory email containing a RedCap link for them to use if they desire to participate. Immediately following the intervention, and two months after the intervention, participants will receive a Maslach Burnout Inventory to complete.; Method used: Average Emotional Exhaustion- Higher the scores indicate higher degree of burnout Depersonalization- Higher scores indicate higher degree of burnout Personal Accomplishment- Lower scores indicate higher degree of burnout

Trial Locations

Locations (2)

Mayo Clinic; 🇺🇸 Rochester, Minnesota, United States

Mayo Clinic in Rochester; 🇺🇸 Rochester, Minnesota, United States