Patient-Reported Communication Scale
Also known as: PRCS Clinician Communication, Communication Quality Scale
The Patient-Reported Communication Scale (PRCS) is a brief, validated instrument that measures patients' perceptions of clinician communication quality in healthcare encounters. Developed through meta-analytic research by Haskard Zolnierek and DiMatteo, the PRCS assesses key dimensions of effective patient-clinician communication: clarity of explanations, listening, showing respect and empathy, and addressing patient concerns. The scale is used to evaluate clinician communication competence, identify training needs, and correlate communication quality with patient adherence, satisfaction, and health outcomes.
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When to use it
The PRCS is administered after a clinical encounter to assess patient perception of that visit's communication. It is used in quality improvement initiatives, clinician training evaluation, patient satisfaction surveys, and research studying links between communication and outcomes (adherence, satisfaction, health behaviors). Appropriate for adult patients with sufficient literacy and cognitive capacity to reflect on the encounter.
Strengths & limitations
- Empirically grounded: derived from meta-analytic evidence of communication elements that predict adherence and outcomes; items reflect what actually matters for patient engagement.
- Brevity: 10-12 items, 2-5 minutes, can be integrated into routine post-visit surveys without significant burden.
- Patient-centric: measures patient perception, not clinician intent; captures what the patient actually experienced, which is what drives adherence and satisfaction.
- Predictive validity: communication scores correlate with patient adherence to medication and lifestyle recommendations, improving the likelihood of treatment success.
- Actionable: provides specific feedback to clinicians about communication strengths and areas for improvement, supporting professional development.
- Recall bias: patient memory of the encounter may be colored by outcome expectations, satisfaction with clinical results, or mood at the time of survey completion.
- Contextual factors: communication perceived as 'good' may depend on patient expectations, cultural background, health literacy, and emotional state during the visit.
- Limited to process, not outcomes: measures communication quality, not whether communication led to better adherence or health outcomes; requires paired measurement of behaviors or outcomes.
- Halo effect: patients satisfied with their clinical results may rate communication more favorably regardless of actual communication quality; conversely, dissatisfaction may bias ratings downward.
- Variation in content across versions: different PRCS versions may emphasize different communication domains; direct score comparison across instruments requires careful attention to item wording.
Frequently asked
What is a good PRCS score?
Scores of 70-100 (on 0-100 scale) typically indicate good communication. However, context matters: primary care benchmarks may differ from specialty care. Identify your own organizational or peer group benchmark and track improvement over time. Aim for 80+ for high-quality communication programs.
Can I use PRCS to compare clinicians?
With caution. Case mix (patient population) significantly affects PRCS scores; clinicians caring for more complex, older, or sicker patients may score lower despite equal communication skill. Use PRCS alongside case-mix adjustment or within peer groups of clinicians serving similar populations. Combine with other measures of clinician performance.
How do I improve low PRCS scores?
Identify specific low-scoring items (e.g., 'explaining in understandable terms'). Provide targeted training in that skill: communication workshops, role-play practice, video feedback, or coaching. Measure clinician behavior change (e.g., audio/video review of consultations) alongside PRCS re-assessment to confirm improvement.
Should I administer PRCS before or after the patient sees their clinical results?
Ideally, PRCS is completed immediately post-consultation or within hours, before the patient knows whether the treatment worked. If given after knowing outcomes, be aware of outcome bias: satisfied patients rate communication higher, dissatisfied patients rate lower, regardless of actual communication quality.
Can PRCS be used for telephone or virtual visits?
Yes. Communication dimensions (clarity, listening, respect, addressing concerns) apply to all encounter modes. Some clinicians find virtual visits more challenging (less nonverbal cuing), so PRCS may help identify communication gaps. However, ensure survey items are worded to fit the encounter mode.
Sources
- Haskard Zolnierek, K. B., & DiMatteo, M. R. (2009). Physician communication and patient adherence to treatment: a meta-analysis. Medical Care, 47(8), 826-834. DOI: 10.1097/mlr.0b013e31819a5acc ↗
- Street, R. L., Jr., Makoul, G., Arora, N. K., & Epstein, R. M. (2009). How does communication heal? Pathways linking clinician–patient communication to health outcomes. Patient Education and Counseling, 74(3), 295-301. DOI: 10.1016/j.pec.2008.11.015 ↗
How to cite this page
ScholarGate. (2026, June 3). Patient-Reported Communication Scale. ScholarGate. https://scholargate.app/en/patient-centered-care/patient-reported-communication-scale
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