Clinical Communication and Performance Outcomes

There is strong evidence that effective communication between clinicians and patients and among clinicians and staff leads to:

  • Increased patient satisfaction,
  • Better medical outcomes, and
  • Reduced risks of medical error and malpractice.

The Clinical Communication and Performance Outcomes office at UMass Medical School's Center for Health Policy and Research helps health care providers and organizations improve their patient communication skills and the quality of health care they deliver through a wide variety of training and consulting services. Our evidence-based approach combines needs assessments, tailored interventions, and outcomes assessments.

Our services can benefit any health care organization interested in increasing patient satisfaction, diminishing racial and ethnic disparities, reducing malpractice litigation, and improving medical outcomes and quality of care.

Our services

  • Consulting for health care institutions and organizations
    We work with group leaders and individuals to develop a custom program designed to foster a new climate of effective communication for a particular department. We work together to define communication priorities, identify needs, and improve communication skills and coordination of care.
  • Mentoring for individual providers
    This is an intensive program that includes direct observation and feedback as well as videotaping and review of communication in simulated patient encounters. This program can take place for a few hours or days.
  • Training for small- and large-groups
    Training is offered in one-day workshops or a series of two- to three-hour sessions offered on- or off-site. The format is interactive and involves communication skill-building activities. Specific techniques include lecture, review, analysis, and discussion of videotaped physician-patient interactions and role play.

Participants in small- and large-group training sessions are eligible for CME credit. Risk Management credit is also available for a significant portion of the training. The office will arrange CME or Risk Management credits if requested to do so by the hiring organization, or will provide the necessary documentation if the organization prefers to work through its own CME program.

Key Staff

Mark Quirk    Mark Quirk, Ed.D.
Director, Clinical Communication and Performance Outcomes

Learn More

Erica Sundt
(508) 856-1643

Official Website
Clinical Communication and Performance Outcomes