Beyond HCAHPS: Connecting Everyday Conversations to Patient Experience
HCAHPS tells you what patients felt, not why. Closing the gap means looking at the conversations behind the scores—and acting on them between survey cycles.
Inflect Blog
What Communication Patterns Predict Complaints and Safety Events
Communication breakdowns are a leading thread running through patient complaints, malpractice claims, and adverse events. Here are the recurring patterns—and how to surface them earlier.
How to Debrief Your Own Patient Conversations (Without a Coach in the Room)
A practical, self-directed method clinicians can use to review their own patient encounters and improve communication—no observer required.
Giving Residents Feedback at Scale Without More Shadowing
Direct observation is the gold standard for assessing resident communication—and the hardest to scale. Here is how programs can give more frequent, specific feedback without adding faculty ride-alongs.
The Hidden Cost of Communication Breakdowns in Healthcare
Communication breakdowns rarely show up as a line item, but they drive readmissions, claims, burnout, and lost trust. Naming the cost is the first step to addressing it upstream.
Mapping Communication Coaching to ACGME Milestones
Interpersonal and Communication Skills are core ACGME competencies—but the evidence behind a milestone rating is often thin. Here is how to connect real-encounter coaching to defensible, formative milestone assessment.
The 3 Communication Moments That Most Shape Patient Trust
Three high-leverage moments in a clinical encounter—the opening, delivering uncertainty, and the close—do the most to build or erode patient trust. Here is how to handle each.
What "AI Coaching" Should and Shouldn't Mean in Clinical Settings
"AI coaching" is becoming a catch-all. In healthcare, the difference between coaching and surveillance is not the technology—it's who it serves. A point of view.