Feedback falling on deaf ears: residents' receptivity to feedback tempered by sender credibility

Abstract

We interviewed internal medicine residents to characterize their perceptions of effective feedback. These semi-structured interviews also explored aspects of the person sending the feedback which might cause residents to discount or disbelieve the information. Well-timed, private and verbal feedback that fostered development of an action plan are examples of residents' perceptions of effective feedback. Sender credibility, and subsequent resident receptivity to feedback, was influenced by the method of feedback delivery, the content of the feedback and the residents' perceptions of sender characteristics, and their observation of sender behavior. These qualitative results may help to develop initial hypotheses and frame further investigations optimizing the reception of feedback by residents.