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

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 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. 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
Notes
Index
About the Editors