Communication Coaching to Improve Patient and Clinician Satisfaction in Cardiology Encounters

The investigators propose a two-arm cluster randomized controlled design, in which the unit
of randomization is the clinician. Up to fifty cardiology clinicians will be randomly
assigned to either the coaching intervention or to a control condition. The investigators
will recruit up to 50 clinicians to ensure that we have at least 40 clinicians with complete
pre- and post-intervention measures. Although the unit of randomization is the clinician, the
unit of evaluation is the patient: 10 patients per clinician who get cardiology care from the
enrolled clinicians will consent to audio-recording of their encounters and to completing the
surveys. Clinicians randomized to the intervention will obtain verbal consent from additional
patients to audio-record the encounter for coaching. The intervention will be delivered in
the clinic or via video-conference (Skype or Facetime), providing individual coaching and
professional feedback on the communication behaviors encounters. The investigators will also
measure Press Ganey scores by clinician pre- and post-intervention.

Inclusion Criteria:

- Patients must be 18 years or older

- Must be able to read

- Must speak English

- Capable of providing informed consent

- Must be receiving continuity care from and enrolled clinician

Exclusion Criteria:

- Currently hospitalized

- Awaiting heart transplant