• Debbie Cohen, Stephen Rollnick, Simon Smail, Paul Kinnersley, Helen Houston, and Karen Edwards.
• Communication Skills Unit, Department of General Practice, Cardiff University, Llanedeyrn Health Centre, Cardiff, UK. cohenda@cf.ac.uk
• Med Educ. 2005 May 1;39(5):476-81.

BackgroundThe stress and distress that can be associated with poor communication is well recognised. The problem of how to manage this effectively has yet to be solved.MethodsIn December 2001, the Communication Skills Unit sited in the Department of General Practice in the University of Wales, College of Medicine set up a pilot project for medical students and qualified doctors who were perceived to have communication difficulties. Referrals were made via the deaneries following an agreed format. Initial assessments were used to build an individually tailored programme addressing clients' needs.DiscussionThroughout the year a variety of problems were encountered ranging from language difficulties to bullying and mental health issues. Anecdotal evidence of improvements has been clear, but measuring the outcome of this intervention has proved to be more challenging. Our efforts are now focused on refining assessment and evaluation. This type of service can provide the link between national and local initiatives as well as helping to develop strategies for assessment and training in communication.

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