In this episode of Key into Quality, learn how a Mayo Clinic pilot study explored whether communication coaching and training can improve the primary care patient experience. The conversation examines the study’s findings, the value of treating communication as a learnable skill and practical lessons for strengthening patient-clinician relationships while supporting clinician engagement and fulfillment.
This episode of Key in to Quality communication as an important driver of healthcare quality and examines whether communication skills can be strengthened through coaching and training. A Mayo Clinic pilot study compared individualized communication coaching, a communication skills class and usual practice to understand the potential impact on patient experience.
The study found encouraging trends. Clinicians who received individualized coaching achieved higher overall patient experience scores, while both the coaching and communication-class groups improved on nine of 10 patient experience measures. Although the small sample size limited statistical significance, the findings point to opportunities for further study and suggest that intentional communication development may benefit both patients and clinicians.
The discussion also highlights practical considerations for healthcare organizations, including partnering with communication experts, securing leadership support, designing interventions that fit clinician workflows and starting with small pilot programs. The episode reinforces that communication is a learnable skill and a core component of quality care, with the potential to strengthen trust, connection and the overall patient experience.