Take the HEAT: A pilot study on improving communication with angry families |
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| Institution: | 1. The Ohio State University College of Medicine, 370?W 9th Avenue, Columbus, OH 43210, USA;2. Department of Pediatrics, The Ohio State University College of Medicine, Nationwide Children’s Hospital, Columbus, OH 43205, USA;1. Baylor University Medical Center, Baylor Heart and Vascular Institute, Baylor Jack and Jane Hamilton Heart and Vascular Hospital, 621 North Hall Street, #H030, Dallas, TX 75226, USA;2. The Heart Hospital, 1100 Allied Drive, Plano, TX 75093, USA;2. Department of Anesthesiology and Pain Medicine, Seoul National University Hospital, Seoul, Republic of Korea;;3. Surgery, Division of Vascular Surgery;;4. Radiology and Research Institute of Radiology;;6. Clinical Pharmacology and Therapeutics/Anesthesiology and Pain Medicine, University of Ulsan College of Medicine and Asan Medical Center, Seoul, Republic of Korea;5. Department of Statistics, Ewha Womans University, Seoul, Republic of Korea;1. Department of Surgery, Columbia Presbyterian Medical Center, New York, New York;2. Department of Physiology and Biophysics, Dalhousie University, Halifax, Nova Scotia Canada;3. Department of Biostatistics, Mailman School of Public Health of Columbia University, New York, New York;4. University of Massachusetts Medical School, Worcester, Massachusetts;1. Divisions of a?>Pediatric Cardiology;2. Pediatric Cardiothoracic Surgery;3. Departments of c?>Health Evidence and Policy;4. Cardiology, Icahn School of Medicine at Mount Sinai, New York, New York;1. Department of Radiation Oncology, University of Pennsylvania, Philadelphia, Pennsylvania;3. Department of Biostatistics and Epidemiology, University of Pennsylvania, Philadelphia, Pennsylvania;2. University of Pennsylvania, Philadelphia, Pennsylvania;1. Department of Surgery, Columbia University, New York, NY;2. Department of Pediatrics, Columbia University, New York, NY;3. Department of Anesthesiology, Columbia University, New York, NY;4. Department of Biostatistics, Mailman School of Public Health, New York, NY |
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| Abstract: | ObjectiveOur objective was to evaluate the utility of an educational program consisting of a workshop based on the Take the HEAT communication strategy, designed specifically for addressing patients who are angry, using a novel tool to evaluate residents’ skills in employing this method.Methods33 first-year pediatric and internal medicine-pediatrics residents participated in the study. The workshop presented the Take the HEAT (Hear, Empathize, Apologize, Take action) strategy of communication. Communication skills were assessed through standardized patient encounters at baseline and post-workshop. Encounters were scored using a novel assessment tool.ResultsAfter the workshop, residents’ Take the HEAT communication improved from baseline total average score 23.15 to total average score 25.36 (Z = ?3.428, p < 0.001). At baseline, empathy skills were the lowest. Intraclass Correlation Coefficient demonstrated substantial agreement (0.60 and 0.61) among raters using the tool.ConclusionFirst-year pediatric trainees’ communication with angry families improved with education focused on the Take the HEAT strategy. Poor performance by residents in demonstrating empathy should be explored further.Practice implicationsThis study demonstrates the utility of a brief communications curriculum aimed at improving pediatric residents' ability to communicate with angry families. |
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| Keywords: | Communication skills Medical education Angry patients Empathy Novel tool creation |
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