Educational workshops for health care professionals on compassionate communication following adverse events in health care: a mixed method evaluation

Abstract

Background: When things go wrong in healthcare patients and families want to be included, they want open honest compassionate communication yet in practice this does not always happen. Purpose: This study evaluates the impact of compassionate communication skills training offered to 74 health care staff from across NHS Scotland. The training intervention focused on open communication and ‘good’ patient family involvement during adverse event reviews using a person-centred approach. Methods: The evaluation, completed by two independent reviewers, draws on the 4 levels of the Kirkpatrick model. It aims to determine learners' reaction to the training and its impact on knowledge, confidence, and practice. It draws on both qualitative and quantitative data from participants who completed the training. This includes feedback from course evaluation forms, pre and post measures of knowledge and confidence together with thematic analysis from reflective practice assignments. Results: Quantitative outcomes indicate participants felt more confident crafting and delivering an apology, communicating, and including patients and families in adverse event reviews. They valued the on-line delivery method which combined both theory and practice. Qualitative analysis of participants' self-reported reflective practice logs suggest the training inspired improved communication, and empathic presence. Conclusion After completing the training staff felt more confident, and some evidenced self-reported skill enhancement and changes in practice through a more person-centric compassionate approach to involving patients and families in the adverse event review process.