Objective: The objective of this initiative was to evaluate the effects of education aimed at improving knowledge, competence, and behavior related to implicit bias, equity, and disparities in healthcare among front office staff and non-healthcare providers. Specifically, we aimed to assess the impact of this education on patient satisfaction and experience within cardiology clinics.
Methods: To achieve this objective, medical education was developed and presented to eight cardiology clinics within a single health network. Six clinics required all staff, including clinicians and front office staff, to complete the education, while two clinics served as a comparator group where only clinicians participated. Pre-test and post-test scores were collected from learners, and de-identified patient experience data were obtained from medical health records before and after the education. Follow-up surveys were also distributed at 30- and 60-day intervals to assess the long-term effects of the education.
Results: Our study demonstrated significant improvements in knowledge, competence, and behavior related to implicit bias, equity, and disparities in health care among front office staff and non-HCPs who underwent the education. Quantitative and qualitative analyses of patient satisfaction and experience revealed positive outcomes following the implementation of the educational intervention. These findings underscored the potential of targeted education to positively impact patient interactions and care delivery within cardiology clinics.
Conclusions: The results of this initiative highlight the feasibility and effectiveness of educational interventions aimed at improving front office staff and non-HCPs' understanding of implicit bias, equity, and disparities in health care. Insights gained from this study can inform the development and implementation of similar educational programs in other healthcare settings, particularly those where disparities in care persist. By prioritizing education for all staff members, organizations can enhance patient satisfaction, trust, and overall care quality, starting from the first point of contact in the healthcare journey.
Learning Objectives:
Identify the impact of providing education on implicit bias, equity, and disparities in cardiology care to front office staff and non-HCPs on the patient experience.
Evaluate the effectiveness of educational interventions for front office staff in improving knowledge, competence, and behavior related to implicit bias, equity, and disparities in health care.
Assess the feasibility of implementing similar educational interventions for front office staff in other health care settings to address disparities and improve patient satisfaction and trust.
