Patient feedback in the emergency department: A feasibility study of the Resident Communication Assessment Program (ReCAP).

Abstract

ObjectiveResident physicians must develop competence in interpersonal and communication skills, but workplace‐based assessment of these skills remains challenging. We explored the feasibility of the Resident Communication Assessment Program (ReCAP) for eliciting patient feedback about resident physician communication in the emergency department (ED).MethodsThis study is a prospective, observational study conducted in the ED of a university‐based hospital from December 2018 through April 2019. ReCAP is a program that interviews patients prior to discharge from the ED using the Communication Assessment Tool (CAT). CAT consists of 14 Likert style questions and 3 open‐ended questions for patient feedback about residents’ communication. Open‐text, narrative responses from patients were coded using a modified version of the Completed Clinical Evaluation Report Rating tool.ResultsWe collected data from 42 subjects who completed the CAT, and provided 32 open‐text, narrative responses about 20 resident physicians. Patient responses were overwhelmingly positive with 551/588 (94%) CAT responses scoring “Very Good,” the highest category. Open‐text, narrative comments analyzed using CCERR were unbalanced, favoring residents' strengths rather than areas for improvement. Patient comments offered more examples of strengths than weaknesses, and few subjects provided recommendations to improve resident performance.ConclusionReCAP represents a feasible method for eliciting patient feedback about resident communication skills in the ED. The CAT can be used to structure brief patient interviews by trained staff but generally elicits only positive feedback. Further studies are needed to identify more discriminatory assessment tools.