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Improving Interpersonal Communication Between Health …

Quality Assurance Project7200 Wisconsin Avenue, Suite 600 Bethesda, MD 20814 USA301/654-8338, FAX 301 Assurance Methodology Refinement SeriesByB reng re de NegriLori DiPrete BrownOrlando Hern ndezJulia RosenbaumDebra Roter Improving Interpersonal CommunicationBetween Health Care Providersand ClientsContentsContentsContentsContentsC ontentsPart 1A Conceptual Framework for Interpersonal CommunicationI. Introduction .. 7II. Background .. 9 III. Why Is Interpersonal Communication (IPC) Important? .. 10IV. What Are the Characteristics of Effective IPC? .. 10V. Guidelines and Norms for Effective IPC .. 15VI. Planning and Implementing Training Activities .. 20 VII. Case Studies .. 25 Part 2 Case StudiesA. HondurasB. Trinidad and TobagoC. EgyptAppendicesA. Job AidB. Training Manual for IPC (Egypt)C. Training Manual for IPC (Trinidad and Tobago)D. Training Manual for IPC (Honduras)E. Data Collection ToolsInstrument 1: The Roter Interaction Analysis System (RIAS)Instrument 2: Health Provider s Observation Check ListInstrument 3: Physician QuestionnaireInstrument 4: Patient Exit Interview (English)Instrument 5: Patient Exit Interview (Spanish)F.

and on insights gained from the cross-cultural field experiences of our team. After preparing a preliminary set of guidelines, we developed the format and materials for provider training workshops based on cross-cultural insights into IPC. We found that pro-vider-client communication problems exist worldwide, and that several principles about good

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