Implementation Options and Packages
Your PEP Implementation Package will always include at least Planning, Training, and Evaluation and may include up to all five components.
PEP is a comprehensive, evidence-based communication training program delivered to health care workers of all disciplines. PEP focuses on improving clinical and non-clinical team members' communication skills and relationship-building skills that are shown to facilitate patient engagement in their health, appropriate health care services, and improve patient satisfaction. PEP incorporates principles and skills from Motivational Interviewing (Miller & Rollnick, 2012), shared-decision making (President's Commission for the Study of Ethical Problems in Medicine and Biomedical and Behavioral Research, 1982), Teach Back (Agency for Health Research and Quality (AHRQ), 2010) and other methods of communication science and was carefully designed with adult learning principles in mind. PEP involves up to four phases: Planning, Training, Maintenance, and Evaluation of Outcomes.
Click on the circles below to review the tasks for each component:
In this first component of the Standard Package, we'll:
- Assess your Organizations needs and readiness
- Identify the Training Goals
- Select Outcomes Measures
- Select Implementation Package Components
- Establish Implementation Timeline
- Customize Training Courses
Training, the second component of the Standard Package, introduces:
- Online Access to PEP Introduction Modules: Principles & Basic Skills completed asynchronously (2 hours of training with CEs)
- Live Advanced Skills Workshop: 4-hour live training (with CEs) for your team. Can be conducted in-person or virtually. Includes skills-practice coaching and summary materials.
Evaluation, the third component of the Standard Package, presents:
- Consultation: Collaborate with you to develop an evaluation strategy relevant to your goals and mission. Assist in designing data collection and data management strategies for patient and health system outcomes. Provide examples of EMR data extraction methods. Conduct data analysis and outcomes report generation.
- Provision of outcomes reports:
- Utilization of Online Modules
- Utilization of Tips of Month
- Changes in Learner Metrics after online modules
- Knowledge & Attitudes about skills to enhance patient engagement
- Confidence, Feasibility, and Importance of enhancing patient engagement
- Patient Engagement communication skills
- Changes in Learner Metrics after live workshop
- Knowledge & Attitudes about skills to enhance patient engagement
- Confidence, Feasibility, and Importance of enhancing patient engagement
- Patient Engagement communication skills
- Utilization of Champion Quarterly Coaching Calls
- Utilization of Champion Maintenance Plan
- Changes in Learner Metrics after booster
- Knowledge & Attitudes about skills to enhance patient engagement
- Confidence, Feasibility, and Importance of enhancing patient engagement
- Patient Engagement communication skills
- Changes in identified patient and health system outcomes ul li Patient Satisfaction Scores (i.e., HCAHPS, CG-CAHPS) li Patient Utilization Rates li Staff Morale li Staff Retention li Patient Health Outcomes (i.e., number of ER visits, smoking cessation rates, engagement in Diabetes Prevention Programs) li Health System Outcomes (i.e., healthcare worker work satisfaction, re-hospitalization rates)
PEP evaluation studies demonstrate that after PEP, health care professionals experience a significant improvement in communication and relationship-building skills, and in their sense of how important and feasible it is to utilize such strategies in clinical care. PEP maintenance activities are helpful in sustaining communication skills over time. Therefore, PEP recommends that any and all staff members who will have contact with patients and may impact patient experience or patient engagement in health care services or tasks engage in some level of PEP.
The Maintenance add-on component adds:
- PEP Tip of the Month
- PEP Champion Program
The Sustainability add-on component implements:
- The Train-the-Trainer Program to establish on-site PEP-Certified Trainers.