Communication the Cleveland Clinic Way: How to Drive a Relationship-Centered Strategy for Exceptional Patient Experience

  • 6h 34m 59s
  • Adrienne Boissy, Timothy Gilligan (eds)
  • Recorded Books, Inc.
  • 2016

Today, physicians face a hypercompetitive marketplace in which they must meet unique and complex patient needs as efficiently as possible. But in a culture prioritizing clinical outcomes above all, there can be a tendency to lose sight of one of the most critical aspects of providing effective care: the communication skills that build and foster physician-patient relationships.

In Communication the Cleveland Clinic Way, Dr. Adrienne Boissy and her team tell the story of how Cleveland Clinic created and applied the R.E.D.E. to Communicate: Foundations of Healthcare program, making the world-renowned hospital system a leader in relationship-centered care. They provide a step-by-step guide for healthcare leaders and decision-makers to design, develop, and implement communication skills training in their own institutions.

In this Audiobook

  • Chapter 1: “I Already Know This” and “Patients Know I Care”–Designing a Culture That Is Ready for Communication Skills Training
  • Chapter 2: Leveraging Your Burning Platform
  • Chapter 3: Keys to Launching a Successful Communication Skills Training Program
  • Chapter 4: Birth of the R.E.D.E.™ Model
  • Chapter 5: Making Communication Skills Resonate with Experienced Clinicians
  • Chapter 6: Conversations That Haunt Clinicians
  • Chapter 7: Individual Peer Coaching–What to Do About Dr. Jones?
  • Chapter 8: Facilitating Staff Physicians Is Not the Same as Teaching Residents or Students … Or Is It?
  • Chapter 9: Who Facilitates Whom?–Advanced Care Provider Training
  • Chapter 10: Chapter Empathic Communication through the Loop Lens–A Surgeon's Perspective
  • Chapter 11: “Trust Me, I'm A Doctor!”–Building, Supporting, and Maintaining Professionalism
  • Chapter 12: The Awesome Power of Vulnerability