title: Relationship-centered administration: transferring effective communication skills from the exam room to the conference room.
abstract: Medical researchers have shown that relationship-centered healthcare increases patient satisfaction and improves health outcomes. The components of relationship-centered healthcare--listening, sharing decision making, and respecting others--improve patient motivation and commitment to a plan of action. Currently, no data are available on the extent to which medical administrative settings adhere to relationship-centered principles. To begin to answer this question, we observed a convenience sample of 45 meetings in healthcare settings to assess the frequency and types of relationship-centered behaviors shown by group leaders. Our results provide preliminary data that leaders, especially female leaders, praised the value of group member efforts and encouraged members to provide input. Less frequently employed relationship-centered behaviors included providing a verbal summary of a discussion, responding to feelings expressed by members, and setting explicit agendas. Finally, we found some provocative associations. Female leaders received higher satisfaction ratings, and male leaders were more verbally dominant. Similar to physician-patient interaction, new topics for discussion are less likely to arise spontaneously late in a meeting if early agenda setting is utilized. To our knowledge, this is the first such study in a medical setting. Our findings encourage those who chair meetings to reflect on the extent to which they use a collaborative approach and offer specific content areas on which to focus. Further research on the concept and outcomes of relationship-centered administrative approach is warranted.
authors.affiliation: Fort Collins Family Medicine Residency Program, Fort Collins, Colorado, USA.
authors.forename: Kim
authors.initials: K
authors.lastname: Marvel
authors.forename: Austin
authors.initials: A
authors.lastname: Bailey
authors.forename: Carol
authors.initials: C
authors.lastname: Pfaffly
authors.forename: William
authors.initials: W
authors.lastname: Gunn
authors.forename: Howard
authors.initials: H
authors.lastname: Beckman
mesh_terms: D003120:Colorado; D003405:Creativity; D003659:Decision Making, Organizational; D005260:Female; D006126:Group Processes; D006298:Health Services Administration; D006801:Humans; D033183:Interdisciplinary Communication; D007857:Leadership; D008297:Male; D009513:New Hampshire; D009518:New York; D010549:Personal Satisfaction; D010817:Physician-Patient Relations; D012737:Sex Factors