Facilitators and barriers to an organisation-based communication skills training program: an interview study

Abstract

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.