title: Enhancing communication with distressed patients, families and colleagues: the value of the Simple Skills Secrets model of communication for the nursing and healthcare workforce.
abstract: BACKGROUND
  Good communication skills in healthcare professionals are acknowledged as a core competency. The consequences of poor communication are well-recognised with far reaching costs including; reduced treatment compliance, higher psychological morbidity, incorrect or delayed diagnoses, and increased complaints. The Simple Skills Secrets is a visual, easily memorised, model of communication for healthcare staff to respond to the distress or unanswerable questions of patients, families and colleagues.
  
  
  OBJECTIVE
  To explore the impact of the Simple Skills Secrets model of communication training on the general healthcare workforce.
  
  
  METHODS
  An evaluation methodology encompassing a quantitative pre- and post-course testing of confidence and willingness to have conversations with distressed patients, carers and colleagues and qualitative semi-structured telephone interviews with participants 6-8 weeks post course.
  
  
  METHODS
  During the evaluation, 153 staff undertook the training of which 149 completed the pre- and post-training questionnaire. A purposive sampling approach was adopted for the follow up qualitative interviews and 14 agreed to participate.
  
  
  RESULTS
  There is a statistically significant improvement in both willingness and confidence for all categories; (overall confidence score, t(148)=-15.607, p=<0.05 overall willingness score, t(148)=-10.878, p=<0.05) with the greatest improvement in confidence in communicating with carers (pre-course mean 6.171 to post course mean 8.171). There is no statistical significant difference between the registered and support staff. Several themes were obtained from the qualitative data, including: a method of communicating differently, a structured approach, thinking differently and additional skills. The value of the model in clinical practice was reported.
  
  
  CONCLUSIONS
  This model can be suggested as increasing the confidence of staff, in dealing with a myriad of situations which, if handled appropriately can lead to increased patient and carers' satisfaction. Empowering staff appears to have increased their willingness to undertake these conversations, which could lead to earlier intervention and minimise distress.
authors: Evidence-based Practice Research Centre, Faculty of Health and Social Care Edge Hill University, Ormskirk, Lancs., L39 4QP, UK. Electronic address: Jackb@edgehill.ac.uk.
authors: Barbara A
authors: BA
authors: Jack
authors: Mary R
authors: MR
authors: O'Brien
authors: Jennifer A
authors: JA
authors: Kirton
authors: Kate
authors: K
authors: Marley
authors: Alison
authors: A
authors: Whelan
authors: Catherine R
authors: CR
authors: Baldry
authors: Karen E
authors: KE
authors: Groves
mesh_terms: D003142:Communication; D004506:Education, Nursing / Q000458:organization & administration*; D006801:Humans; D007318:Inservice Training; D007398:Interpersonal Relations; D007407:Interviews as Topic; D017145:Models, Educational; D016294:Models, Nursing; D009723:Nurse-Patient Relations; D011361:Professional Competence; D011368:Professional-Family Relations; D011795:Surveys and Questionnaires
keywords: Communication; Education; Surveys