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

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Chapter

9

Chapter 9

Who Facilitates Whom?

Advanced Care Provider Training

This comment came from a participant in one of our sessions for doctors within the first year of the rollout. It’s not a comment that any program or organization wants to hear, yet it wasn’t uncommon. It’s interesting that the term nonphysician was used, as few of us define ourselves by what they are not. How many Asian male physicians call themselves nonwhite, nonfemale non-nurses? Beyond the issue of language, it’s easy to come to the conclusion that physicians think that no other professionals have the same knowledge base and experience that they do. Some physicians do feel this way, ...

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