The impact of patient and physician computer mediated communication skill training on reported communication and patient satisfaction

Debra L. Roter, Randy Wexler, Phyllis Naragon, Brian Forrest, Jason Dees, Astrid Almodovar, Julie Wood

Research output: Contribution to journalArticlepeer-review

33 Scopus citations


Objective: The objective was to evaluate parallel patient and physician computer-mediated communication skill training on participants' report of skill use and patient satisfaction. Methods: Separate patient and clinician web-tools comprised of over 500, 10-s video clips demonstrating patient-centered skills in various ways. Four clinician members of the American Academy of Family Physicians National Research Network participated by enrolling 194 patients into a randomized patient trial and 29 physicians into a non-randomized clinician trial of respective interventions. All participants completed baseline and follow-up self-report measures of visit communication and satisfaction. Results: Intervention patients reported using more skills than controls in five of six skill areas, including identification of problems/concerns, information exchange, treatment adherence, shared decision-making and interpersonal rapport (all p<.05); post intervention, physicians reported using more skills in the same 5 areas (all p<.01). Intervention group patients reported higher levels of satisfaction than controls in five of six domains (all p<.05). Conclusion: Communication skill training delivered in a computer mediated format had a positive and parallel impact on both patient and clinician reported use of patient-centered communication and in patient satisfaction. Practice Implications: Computer-mediated interventions are cost and time effective thereby increasing patient and clinician willingness to undertake training.

Original languageEnglish (US)
Pages (from-to)406-413
Number of pages8
JournalPatient Education and Counseling
Issue number3
StatePublished - Sep 2012


  • Communication skills intervention
  • Computer-mediated communication training
  • Patient activation

ASJC Scopus subject areas

  • Medicine(all)


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