Format: Audio

MP3 Download $15
Compact Disc $20

Suparna Dutta, Francis Fullam, Kathryn Bogey

Hospitalists face multiple challenges in establishing quick rapport with new, acutely ill patients, many of whom come in through the ED. Through several hospital-wide initiatives, Rush University Medical Center has improved HCAHPS scores for hospitalists? communication from the 10th national percentile in 2009 to regularly achieving higher than the 50th percentile in most quarters in 2014. Attendees will learn how to identify what intrinsically motivates hospitalists to create a cultural change, how benchmarking to other hospitalist programs supports the effort, and the sustainability of this physician-led initiative as new hospitalists enter the culture. The presentation will provide examples of face cards and auditing tools used to provide individual physician feedback, the details of creating a patient simulation laboratory, and Rush?s physician communication guidelines. Attendees will also receive a video created by a hospitalist for other physicians about how to improve patient communication.