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CITATION

Boissy, Adrienne and Gilligan, Timothy. Communication the Cleveland Clinic Way: How to Drive a Relationship-Centered Strategy for Exceptional Patient Experience. New York: McGraw-Hill Education, 2016.

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

Authors: Adrienne Boissy and Timothy Gilligan

Published:  May 2016 Pages: 256

eISBN: 9780071845359 | ISBN: 9780071845342
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  • Cover Page
  • Title Page
  • Copyright Page
  • Dedication
  • Contents
  • Foreword
  • Preface
  • Acknowledgments
  • 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