Clinical Communication and Performance Outcomes

Working with Us

Our consulting and training staff, who also teach at UMass Medical School, have been consulting individually and nationally for more than 20 years.  They are the authors of many books and articles on teaching communication.  Through our affiliation with UMass Medical School, we offer a depth of service that is enhanced by the experience, knowledge, and expertise of an academic medical center clinical faculty.  Our training programs take a multi-disciplinary approach in helping clinicians improve performance, decrease risk, and enhance patient satisfaction, all backed by the resources of one of the top-ranked medical schools in the country.

All of our programs are customized to the clients' needs, whether they are

  • Hospitals,
  • Academic health centers,
  • Health plans,
  • Insurance companies,
  • Individual providers,
  • Boards of registration, or
  • Accreditation organizations.

Sample Topics

Communication between Provider and Patient

  • Challenging tasks (discussing bad news or medical error)
  • Personality styles (e.g., demanding, dependent)
  • Cross-cultural communication (including health literacy)
  • Emotions (e.g., anger, fear, anxiety)
  • Understanding different perspectives (e.g., caring for families)
  • Caring attitudes and empathy
  • Professionalism
  • Educating  patients (discussing best evidence)
  • Human factors

Communication between Provider and Health Care Teams

  • Teamwork (roles, feedback)
  • Referrals and consultations (including hand-offs, curbside consults)
  • Using technology to communicate (phone, email)
  • Patient and family interactions with staff
  • Working with medical interpreters
  • Crisis management

Our Process


  • Client requests consult
  • Initial leadership meeting
  • Key personnel meeting with extensive needs-assessment
  • Consensus-building around curricular needs
  • Workshops, presentations, or learning sessions for targeted groups
  • Analysis of progress and feedback for next steps
  • Evaluation


  • Client requests consult
  • Individualized needs assessment session
  • Skill-building sessions with faculty and communication coaches
  • Optional attendance at upcoming group sessions
  • Analysis of progress and feedback for next steps
  • Evaluation

Example Clients

  • Berkshire Health Systems
  • Fallon Clinic
  • Franciscan Hospital for Children
  • Harvard Vanguard Medical Associates
  • Massachusetts Board of Registration in Medicine
  • ProMutual Group
  • UMass Memorial Health Care

Comments from Satisfied Clients

“I had never seen myself on tape working with a patient — that, plus the feedback, has allowed me to immediately alter my approach in the office.”

“I saw it as a real learning opportunity.  If there is a program that they should allocate more money to, this is definitely it!”

“Great, enthusiastic faculty.  They addressed a great area of concern — communication skills — effectively and concisely.”

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