BMJ Qual Saf 21:225-233 doi:10.1136/bmjqs-2011-000332
  • Original research

Promoting patient-centred care through trainee feedback: Assessing Residents' C-I-CARE (ARC) Program

  1. Nasim Afsar-manesh3,4
  1. 1Assessing Residents' C-I-CARE (ARC) Program, University of California, Los Angeles (UCLA), Los Angeles, California, USA
  2. 2Department of Patient Affairs, University of California, Los Angeles (UCLA) Ronald Reagan UCLA Medical Center, Los Angeles, California, USA
  3. 3Department of Medicine, University of California, Los Angeles (UCLA) Ronald Reagan UCLA Medical Center, Los Angeles, California, USA
  4. 4Department of Neurosurgery, University of California, Los Angeles (UCLA) Ronald Reagan UCLA Medical Center, Los Angeles, California, USA
  1. Correspondence to Dr Nasim Afsar-manesh, UCLA Med-GIM & HSR, BOX 957417, RRUMC #7501A, Los Angeles, CA 90095-7417, USA; nafsarmanesh{at}
  1. Contributors TW and BH collected data, performed statistical analyses, drafted and revised the manuscript. VM helped design the study, oversaw the programme and revised the manuscript. NA provided faculty support and revised the manuscript.

  • Accepted 2 December 2011
  • Published Online First 2 January 2012


Aims In recent years, patient satisfaction has been integrated into residency training practices through core competency requirements as set forth by the Accreditation Council of Graduate Medical Education (ACGME). In 2006, the UCLA Health Systems established a program designed to obtain patient feedback and assess the communication abilities of resident physicians with a standard tool through the Assessing Residents' C-I-CARE (ARC) Program.

Methods This Program utilized a 17-item questionnaire, completed via a facilitator-administered interview, which employed polar, Likert and comment scale questions to assess physician trainees' interpersonal and communication skills.

Results From 2006 to 2010, the ARC Program provided patient feedback data to more than six clinical departments while collecting 5,634 surveys for 323 trainees. Scores for resident recognition and performance increased from the first to second year of activity by an average of 22.5%, while attending recognition scores decreased 19% over the four years. Additionally, residents and attendings in surgical specialties received higher recognition rates than those in non-surgical specialties.

Conclusions The ARC Program provided a standard tool for attaining patient feedback through a facilitator-administered survey that assisted in the accreditation process of training programs. Furthermore, hospitals, health organizations and medical schools may find the ARC Program valuable in collecting information for quality control as well as providing an opportunity for students to become involved in the healthcare field.


  • TW and BH contributed equally to this manuscript.

  • Competing interests None.

  • Ethics approval Ethics approval was provided by the UCLA IRB.

  • Provenance and peer review Not commissioned; externally peer reviewed.

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