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

by Adrienne Boissy, Timothy Gilligan

The proven strategy for driving patient satisfaction, physician engagement, and better clinical outcomes with improved doctor-patient communication—from the thought leaders at Cleveland Clinic Clinic

This book outlines Cleveland Clinic’s pioneering, nationally-recognized REDE to CommunicateSM program, which the legendary hospital system has used to become a world leader in relationship-centered communication.

It reveals why the Clinic made effective communication a top strategic priority and how it successfully overcame obstacles to implementing it, including internal resistance from physicians, and adapted it for advanced care providers. This practical guide provides the information decision-makers need to design, develop, and implement communication skills training in their own institutions. Learn how to:

Cultivate leadership and clinician support for your new patient experience strategy

Highlight relationships as a foundation for all communication with patients and colleagues using an evidence-based framework, the REDE Model (Relationship: Establishment, Development, and Engagement)

Build effective and relevant communication skills programs for experienced physicians, residents, and medical students

Leverage creative communication skills program design and data transparency to engage physicians and advanced care providers form various backgrounds and specialties in patient experience

Identify common misperceptions and myths in healthcare communication and how to respond to them successfully

Adrienne Boissy, MD, is the Chief Experience Officer of Cleveland Clinic.

Timothy Gilligan, MD, is Co-Director of the Center for Excellence in Healthcare Communication (CEHC) at Cleveland Clinic.

Genres: Nonfiction

322 pages, Kindle Edition

First published January 8, 2016

Reviews

[Angela Cattani · Rating 1 out of 5]

I was hoping to learn best practices for patient communication, but this book was just a very long sales pitch for institutions to hire their consultants.

[Denise Morse · Rating 3 out of 5]

The Cleveland Clinc is consistently the thought leader in Patient Experience and Patient Centered Care. This book is a very helpful resource for how to take a patient experience program at your hospital or clinic to the next level - improving satisfaction scores and better patient care.