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

Chapter 2

Chapter 2

Leveraging Your Burning Platform

 

Our Story

My invitation to develop a communication skills program for Cleveland Clinic was entirely unglamorous. Merlino took me for coffee and, as we were catching up, asked if I would take on such a role. Without thinking, I said, “Yes.” As I (Adrienne Boissy) walked out of that meeting, I had the distinct feeling that I had accepted an enormous job that I felt unqualified to do. I’m a neurologist, not an educator or communications guru. By the time I made it back to my own office, I had started wondering about my colleagues and friends. How would I ever be able to deliver something to them that would matter? By the time I made it home, I had successfully talked myself out ...