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

Foreword

Healthcare is inherently chaotic. Patients are heterogeneous, so their medical problems are complex and their needs variable. Because of this chaos, clinicians need frameworks and the discipline to use them. Yes, every patient is different, and every interaction unique, but structured approaches to interactions with patients enable clinicians to deliver better care and feel calmer while doing so. Clinicians can focus on connecting with the patient, rather than wondering what they should be doing.

This book describes such a framework, along with powerful insights on how to implement it. Adrienne Boissy and her colleagues at Cleveland Clinic have driven remarkable improvements in the communication skills of caregivers, and they have ...