SHM Converge Scientific Abstract ePoster Gallery-Voicce: Valuing an Observational Initiative in Communicating the Clinical Experience

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VOICCE (Valuing an Observational Initiative in Communicating the Clinical Experience) is a longitudinal curriculum developed by NYU Hospital Medicine and the patient experience team to improve patient experience and HCAHPS performance through direct observation and feedback.<br /><br />The program was created because HCAHPS data are delayed and not easily tied to individual clinician encounters, leaving physicians with little timely feedback on communication. VOICCE addresses this gap by observing hospitalists in both real-time ward interactions and simulated encounters (OSCE-style) to reinforce three key domains: patient communication, effective care transitions, and discharge information delivery.<br /><br />In Phase 1, hospitalists were observed during real clinical rounds. In Phase 2, they participated in simulated admission and discharge cases designed to test essential communication skills. The admission scenario focused on introducing oneself, explaining the care plan, and addressing patient frustration and uncertainty. The discharge scenario emphasized reviewing medications, clarifying follow-up plans, and helping an anxious patient feel ready to leave despite limited home support.<br /><br />Results showed that 85% of hospitalists were directly observed during rounds and 81% participated in simulation cases. Performance was strongest in relationship development, information gathering, education/counseling, and case-specific competencies. Areas needing improvement included clearly explaining medication side effects, confirming understanding with teach-back, discussing support systems at home, and giving anticipatory guidance about warning signs after discharge.<br /><br />The authors conclude that VOICCE provides timely, specific, individualized feedback that hospitalists found valuable and minimally disruptive. It may be adaptable to other institutions and expanded to trainees and advanced practice providers. Future work will include a third phase focused on bedside implementation and tracking HCAHPS trends.

Asset Subtitle

Kristen Carroll

Meta Tag

Author List Adriana Quinones-Camacho, Katherine Hochman, Kevin Hauck, Kristen Carroll, Regina Grinblat, Samantha Forbes

Category Innovations

Concept VOICCE Program

Concept Patient Experience

Concept Communication Behavior

Concept Plain Language

Concept Active Listening

Distinguished Non-Finalist

Presenter Organization NYU Grossman School of Medicine

Presenting Author Kristen Carroll

Track Communication

Keywords

VOICCE

patient experience

HCAHPS

hospitalist communication

clinical observation

feedback

care transitions

discharge information

simulation cases

teach-back

VOICCE Program

Patient Experience

Communication Behavior

Plain Language

Active Listening