Even though the communication program is resource-intensive and competes with several other development projects in the clinical departments, the experiences of the staff and the managers are positive and the program continues as planned.

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This study aimed to investigate the facilitators and barriers experienced by the department management (DMs) and communication skills trainers (trainers) during the implementation of a 3-day communication skills training (CST) programme for healthcare professionals (HCPs). Thus, we conducted semi-structured interviews with 23 DMs and 10 trainers from 11 departments concurrently implementing the CST programme. Thematic analysis was undertaken to elucidate the themes across the interviews. Five themes were developed: resource consumption; obstacles; management support; efforts and outcomes; and a lack of systematic follow-up. Although the DMs and trainers were largely in agreement, the theme of a lack of systematic follow-up was derived exclusively from the trainers, as were two of the subthemes within obstacles: (b) seniority, profession, and cultural differences, and (c) the trainers’ competencies. The greatest perceived barrier was resource consumption. In addition, DMs found planning and staff resistance to be a challenge. However, the HCPs’ resistance diminished or even changed to satisfaction after participating. The mandatory approach served as both a facilitator and a barrier; DMs’ support was an essential facilitator. Explicit communication related to resource demands, planning, and participation is crucial, as is management support and the allocation of resources.

Background: This study aimed to investigate the facilitators and barriers experienced by department managements (DMs) and communication skills trainers (trainers) during the implementation of a 3-day communication skills training (CST) programme for healthcare professionals (HCPs).Methods: Semi-structured interviews were conducted with 23 DMs and 10 trainers from 11 departments concurrently with the implementation of the CST programme. The interviews were conducted from 2012 to 2015 and focused on barriers and facilitators as experienced by DMs and trainers. Thematic analysis was conducted to elucidate the themes across the interviews.Results: The following five themes were developed: resource consumption, bumps in the road, management support, efforts and outcomes, and lack of systematic follow-up. Although the DMs and trainers were, by large, in agreement, the theme: lack of systematic follow-up, derived exclusively from the interviews with the trainers, as did two of the subthemes within bumps in the road: seniority, profession and cultural differences and the trainers' competencies.Conclusion: The greatest perceived barrier was the number of resources needed to be allocated to the CST courses. In addition, DMs found planning and staff resistance to be a challenge. However, after having participated, the HCPs' resistance diminished or even changed to satisfaction. The mandatory approach served as both a facilitator, and a barrier, DMs’ support was an essential facilitator. To ensure sustainability over time, systematic follow-up and continuous training of trainers are needed. Furthermore, explicit communication related to the resource demands, expectations in terms of planning and participation are essential whereas management support and allocation of resources are crucial.