NHS use KAI to improve communication skills and patient experience in busy Primary Care setting

Challenge

Our client is a busy GP practice with over 100 staff serving 30,000 patients. GP’s and receptionists must communicate effectively with patients, relatives and other healthcare workers. All staff are often required to undertake a wide range of challenging conversations, which can significantly impact patient satisfaction, outcomes and lead to complaints.

Approach

KAI’s conversation intelligence was used to objectively measure the quality of communication skills with patients in face to face and remote consultations. Points of connection and disconnection were identified as markers of outcomes. Using the feedback generated, all participants were made aware of areas where they can reflect on and improve their communication skills to enhance patient experience.

As an experienced GP it has been helpful to see the analysis and I was made aware of insights that I could use to support my patients in remote consultations”

GP Partner

+57%

Improvement in points of Connection

Results

+57% overall improvement in points of connection. Significant decrease in points of disconnection which correlates to patient complaints. This has now been used in the practice and part of the formal appraisal process.