Adapting Making Every Contact Count/Healthy Conversation skills to pilot online Supportive Conversations training in response to Covid-19

Abstract

Introduction: Covid-19 forced frontline workers to change the way they worked almost overnight, from face-to-face to remote methods. In response to this, the Faculty of Healthy Conversation Skills developed online Supportive Conversations training based on the principles of their face-to-face Making Every Contact Count/Healthy Conversation Skills (MECC/HCS) training. This paper describes the development, evaluation and feasibility of this training to support increases in staff confidence and practical skills for having conversations aimed at improving the wellbeing of those affected by the impact of Covid-19. Methods: MECC/HCS training was adapted to create 90-minute Supportive Conversations training to be delivered using the online platform Zoom. The Faculty contacted UK organisations to offer this training to workforces supporting patients and the public. Pre-/post-training questionnaires were completed measuring confidence in having supportive conversations and changes in practice as a result of the training. Results: nine courses were delivered to 88 staff with 72 responding to the pre-training evaluation and 33 to the post-training evaluation; confidence to support individuals to make positive changes increased significantly from pre- to post-training (p<0.001), and a higher proportion of open discovery questions were provided after training (from 27% to 76%), an indicator of a more empowering conversation style. Feedback was positive and trainees rated the training highly (mean=4.4/5). Discussion: whilst it cannot replicate face-to-face training, this online version delivers an interactive experience appreciated by attendees. The results of the evaluation confirmed that the online version can provide vital communication skills for staff to have empowering conversations that continue to support vulnerable populations during the pandemic. Conclusions: embedding MECC/HCS in routine practice can enhance frontline workers’ ability to support individual’s well-being, which if delivered at scale can contribute to population well-being. The imperative is to scale-up delivery of this training to increase reach to include those currently working in acute, pressurised settings.

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ORCID for Wendy Lawrence: orcid.org/0000-0003-1264-0438

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