Anthony Orsini, D.O., neonatologist, announced the official launch of The Orsini Way and its flagship program, It’s All in the Delivery. The program uses proven communication techniques to enhance patient satisfaction by teaching healthcare professionals how to build trusting relationships with patients and families. Dr. Orsini, the founder, developed the program to help professionals practice compassion when interacting with patients.
“Communication is the number one factor influencing the patient experience, and one interaction can change the course of someone’s life,” said Dr. Orsini. “There are ways to teach relationship building, empathy and trust, and making simple changes to daily interactions can dramatically impact the culture of an entire hospital and help patients feel at ease. Hospitals using our program have reported a 60 percent increase in overall patient satisfaction since employing these methods.”
Originally founded as BBN, The Orsini Way’s initial goal was to help doctors effectively deliver tragic news to patients and their loved ones. This program used professional actors to put physicians through real-life scenarios to help them learn the most empathetic ways to interact. Now, the company has expanded to include all aspects of patient communication through It’s All in the Delivery.
“It’s not always what we say, but how we say it,” said Dr. Orsini.
It’s All in the Delivery uses compassionate communication to change healthcare culture, including topics such as breaking bad news, professional burnout, conflict resolution and body language. The communication methods involve experiential role-playing simulations via professional actors, interactive workshops, and a digital learning experience to reinforce adherence and build positive habits.
Dr. Orsini will travel to that particular hospital with the professional actors, instructors and production company to deliver the communication training. Typically Dr. Orsini will write a scenario for the role-playing that will be designed for the particular needs of the hospital.
Trainees will undergo role-playing, which could take about an hour, without a rehearsal or background on communication techniques. The interaction that occurs between the professional actor and the trainee is improvisational, so that the actors can react naturally from the positive or negative feeling that is evoked from the doctor’s communication.
“If you are going to do this improvisational role-playing, we want you to make mistakes. That’s how you are going to learn,” said Dr. Orsini.
The entire scenario is recorded and used immediately afterward for a personal, one-on-one debrief. Dr. Orsini will go over the entire recording word-by-word, making comments and giving instruction on anything from the tone of the trainee’s voice to his or her body language.
“Seventy-one percent of malpractice claims are initiated due to poor communication,” said Dr. Orsini. “Healthcare professionals are experts in their fields, but sometimes, we forget how to speak the language of compassion. It is easy to become task-oriented instead of patient-oriented. Our goal at The Orsini Way is to bring the human touch back to medicine through a combination of innovative technology and advanced communication techniques.”
The program can be used to teach communication techniques to anyone working at the practice, from staff members to receptionists, so that the patient’s overall experience can be enhanced and a trusting relationship can be formed.
The techniques take into account the time constraints that healthcare professionals have. An emergency room doctor, for example, can learn how to form a trusting relationship with a patient in less than a minute.
Instructors will grade trainees on their performance using a scoring system. Instructors will also ask trainees to reflect on their performance and how they could have handled it better.
While not everyone can be a part of the one-on-one role-playing, interactive workshops can be used for groups. Instructors will show a stock video and participants will review and discuss the interaction they see on the screen.
“There’s techniques that we can teach that don’t take any extra time but that really enhance that understanding,” said Dr. Orsini.
A physician, for example, can change how he introduces himself from “one of the physicians taking care of you,” to “the physician responsible for you tonight,” which translates into a greater sense of responsibility and care to the patient.
After role-playing or participating in the workshop, a hospital can choose to incorporate the digital learning component, which supplements the previous communication training.
During the course of 8-12 weeks of the digital program, users will receive a text message with the lesson of the week. The lessons are designed to take no more than five minutes so that physicians can incorporate the training during their breaks or when they have only a few minutes to spare. Later during the week the physician might be notified again with an invitation to learn more about a particular topic.
The Orsini Way program and its teaching methods are from the result of Dr. Orsini’s own research as well as from interactions patients have experienced with healthcare professionals.