How we communicate is a complex mix of self awareness, perception, experience, and habit. Assessment of those communication skills is equally complex. HCAHPS, CGCAHPS, ombudsman data, self assessments, video feedback, and observation are options, each with their own strength and weaknesses.
In 2016, The Center for Excellence in Healthcare Communication published research on efficacy of R.E.D.E. to Communicate: Foundations of Healthcare Communication course in Journal of General Internal Medicine, Communication Skills Training for Physicians Improves Patient Satisfaction
This graph reflects one piece of the Cleveland Clinic Doctor Communication journey. Our progress, and FHC in particular, have improved HCAHPS and CGCAHPS across the board.