| Summary: | In collaboration with the Training and Education Unit of the Hong Kong Hospital Authority, an evaluation study on the effectiveness of the patient-centered communication skills (PCCS) program was carried out for 106 residents in the out-patient clinics of the New Territories East Cluster Region from May 2001 to March 2002. A training evaluation framework was formulated to measure residents' reaction, learning and behavior. An attempt was also made to relate the results of the program to organizational improvement, Le. improvement in patient satisfaction. A number of evaluation tools were used, such as an end-of-program evaluation questionnaire, pre-program and post-program behavioral assessment questionnaires and complaints digests. Focus group interviews with residents were also arranged to solicit in-depth information on the effectiveness of the PCCS program. Encouraging results were recorded from different levels of evaluation. The residents were satisfied with the PCCS program with respect to program objectives, contents, materials, methodology and learning environment. Particularly, they were satisfied with the trainers who were perceived to have played an important role in sharing their hands-on experience in interacting with patients. As for the learning of residents, the pre-/post-learning quiz results demonstrated that the program had increased residents' knowledge and skills relating to patient-centered communication. Despite a number of identified barriers for the transfer of learning, the behavior of the residents was felt to have improved after training, as confirmed by the results of the pre-/post-behavior assessments by the residents and their supervisors. The program also had some significant impact on patient satisfaction as reflected from the complaints and appreciation digests. Patients had shown positive response to the doctors' communication skills during the consultation process. A number of valuable recommendations on program contents, implementation strategies and reinforcement activities were put forward to the Hospital Authority's management for consideration. Key words Patient-centered communication, Evaluation, Reaction, Learning, Behavior, Organizational Results.
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