CHAPTER 18

Implementation and Planning: Supporting Organizational Change

Effective communication is critical to positive patient experience. We are becoming more aware of the power of effective communication as a pathway for creating more meaningful connections, expressing empathy, and improving experiences, safety, and quality outcomes. However, believing in the value of communication is only the beginning. Healthcare leaders must develop and implement a thoughtful strategic plan when instituting a communication skills program that will effect change across an organization.

Chapter 17 explained the train-the-trainer process for developing internal trainers, a valuable tool to successfully implement communication skills programs. If you want ...

Get Communication Rx: Transforming Healthcare Through Relationship-Centered Communication now with O’Reilly online learning.

O’Reilly members experience live online training, plus books, videos, and digital content from 200+ publishers.