Optimizing the Patient Experience Through Provider Coaching or Communication Intervention

August 6, 2026 updated by: Summer V. Allen, Mayo Clinic
Hypothesis: Clinicians who receive patient experience coaching or communication classes have improved patient satisfaction scores and improved clinician satisfaction.

Study Overview

Status

Active, not recruiting

Conditions

Intervention / Treatment

Detailed Description

Aims, purpose, or objectives:

To identify if patient experience coaching or communication classes have an effect on patient satisfaction scores and clinician satisfaction.

Study Type

Interventional

Enrollment (Estimated)

45

Phase

  • Not Applicable

Contacts and Locations

This section provides the contact details for those conducting the study, and information on where this study is being conducted.

Study Locations

  • United States
    • Minnesota
      • Rochester, Minnesota, United States, 55905
        • Mayo Clinic
      • Rochester, Minnesota, United States, 55905
        • Mayo Clinic in Rochester

Participation Criteria

Researchers look for people who fit a certain description, called eligibility criteria. Some examples of these criteria are a person's general health condition or prior treatments.

Eligibility Criteria

Ages Eligible for Study

  • Adult
  • Older Adult

Accepts Healthy Volunteers

Yes

Description

Inclusion Criteria:

• Clinicians of Primary Care Mayo Clinic

Exclusion Criteria:

  • Not clinicians of Primary Care Mayo Clinic or Residents within Rochester Primary Care Clinicians from Family Medicine, or Clinicians from Community Internal Medicine Geriatrics, Palliative Medicine, and Community Pediatrics and Adolescent Medicine

Study Plan

This section provides details of the study plan, including how the study is designed and what the study is measuring.

How is the study designed?

Design Details

  • Primary Purpose: Other
  • Allocation: Randomized
  • Interventional Model: Parallel Assignment
  • Masking: None (Open Label)

Arms and Interventions

Participant Group / Arm
Intervention / Treatment
Active Comparator: Survey and Coaching
Individual coaching with a trained patient experience professional (XTEC coach) will occur individually with clinicians 3-4 times over several weeks. The coach will assist participants with improving communication with patients.
Behavioral: Intervention 1
Intervention 3
Other Names:
  • Intervention 2
Active Comparator: Survey and Communication Class
A one-hour communication class will take place during the workday. The class will be offered virtually or in person for a group of clinicians to attend.
Behavioral: Intervention 1
Intervention 3
Other Names:
  • Intervention 2
No Intervention: No Intervention
Surveys only

What is the study measuring?

Primary Outcome Measures

Outcome Measure
Measure Description
Time Frame
To identify if patient experience coaching or communication classes have an effect on patient satisfaction scores and clinician satisfaction.
Time Frame: 1 year

Participants will be sent a Pre-test Questionnaire and Maslach Burnout Inventory within the introductory email containing a RedCap link for them to use if they desire to participate. Immediately following the intervention, and two months after the intervention, participants will receive a Maslach Burnout Inventory to complete.

Method used:

Average Emotional Exhaustion- Higher the scores indicate higher degree of burnout Depersonalization- Higher scores indicate higher degree of burnout Personal Accomplishment- Lower scores indicate higher degree of burnout
1 year

Collaborators and Investigators

This is where you will find people and organizations involved with this study.

Sponsor

Mayo Clinic

Investigators

  • Principal Investigator: Summer V Allen, Mayo Clinic

Study record dates

These dates track the progress of study record and summary results submissions to ClinicalTrials.gov. Study records and reported results are reviewed by the National Library of Medicine (NLM) to make sure they meet specific quality control standards before being posted on the public website.

Study Major Dates

Study Start (Actual)

March 8, 2024

Primary Completion (Actual)

June 13, 2026

Study Completion (Estimated)

September 13, 2026

Study Registration Dates

First Submitted

March 18, 2024

First Submitted That Met QC Criteria

March 18, 2024

First Posted (Actual)

March 26, 2024

Study Record Updates

Last Update Posted (Actual)

August 10, 2026

Last Update Submitted That Met QC Criteria

August 6, 2026

Last Verified

August 1, 2026

More Information

Terms related to this study

Additional Relevant MeSH Terms

Other Study ID Numbers

  • 23-007188

Drug and device information, study documents

Studies a U.S. FDA-regulated drug product

No

Studies a U.S. FDA-regulated device product

No

product manufactured in and exported from the U.S.

No

This information was retrieved directly from the website clinicaltrials.gov without any changes. If you have any requests to change, remove or update your study details, please contact register@clinicaltrials.gov. As soon as a change is implemented on clinicaltrials.gov, this will be updated automatically on our website as well.

Subscribe