Take the HEAT: A pilot study on improving communication with angry families
“Objective: Our objective was to evaluate the utility of an educational program consisting of a workshop based on the Take the HEAT communication strategy, designed specifically for addressing patients who are angry, using a novel tool to evaluate residents’ skills in employing this method. Methods: 33 first-year pediatric and internal medicine-pediatrics residents participated in the study. The workshop presented the Take the HEAT (Hear, Empathize, Apologize, Take action) strategy of communication. Communication skills were assessed through standardized patient encounters at baseline and post-workshop. Encounters were scored using a novel assessment tool..."
Citation: Delacruz, N., Reed, S., Splinter, A., Brown, A., Flowers, S., Verbeck, N., . . . Mahan, J. D. (2017). Take the HEAT: A pilot study on improving communication with angry families. Patient Education and Counseling, 100(6), 1235-1239. doi:10.1016/j.pec.2016.12.012