Responding to patient anger: Development and evaluation of an oncology communication skills training module Journal Article
| Authors: | Bialer, P. A.; Kissane, D.; Brown, R.; Levin, T.; Bylund, C. |
| Article Title: | Responding to patient anger: Development and evaluation of an oncology communication skills training module |
| Abstract: | Objective: The purpose of this study was to develop a communication skills training (CST) module for oncology healthcare professionals on how to more effectively respond to patient anger. We also sought to evaluate the module in terms of participant self-efficacy and satisfaction. Method: The development of this module was based on a systematic review of the literature and followed the Comskil model previously used for other doctor-patient CST. Using an anonymous 5-point Likert scale, participants rated their pre-post self-efficacy in responding to patient anger as well as their satisfaction with the course. Data were analyzed using a paired sample t test. Results: During the academic years 2006-2009, 275 oncology healthcare professionals participated in a CST that focused on responding to patient anger. Participants' confidence in responding to patient anger increased significantly (p<0.001) after attending the workshop. They also agreed or strongly agreed to five out of six items assessing course satisfaction 92-97% of the time. Significance of results: We have developed a CST module on how to respond to patient anger, which is both effective and useful. Training healthcare professionals to respond more effectively to patient anger may have a positive impact on the patient-physician relationship. © Copyright Cambridge University Press 2011. |
| Keywords: | united states; neoplasm; neoplasms; oncology; psychological aspect; doctor patient relation; education; communication; empathy; physician-patient relations; medical oncology; new york city; self efficacy; self concept; interpersonal communication; consumer; difficult patients; anger; cst; patient-physician relationship; consumer satisfaction |
| Journal Title: | Palliative and Supportive Care |
| Volume: | 9 |
| Issue: | 4 |
| ISSN: | 1478-9515 |
| Publisher: | Cambridge University Press |
| Date Published: | 2011-12-01 |
| Start Page: | 359 |
| End Page: | 365 |
| Language: | English |
| DOI: | 10.1017/s147895151100037x |
| PROVIDER: | scopus |
| PUBMED: | 22104411 |
| DOI/URL: | |
| Notes: | --- - "Export Date: 3 January 2012" - "Source: Scopus" |
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