Books & Whitepapers
Communication the Cleveland Clinic Way: How to Drive Relationship-Centered Strategy for Superior Patient Experience
By Dr. Adrienne Boissy and Dr. Timothy Gilligan
Relationship-Centered Healthcare Communication: An Advanced Topic Guide
By Dr. Amy Wendover, et. al.
Service Fanatics: How to Build Superior Patient Experience the Cleveland Clinic Way
By Dr. James Merlino
“Communication Skills Training for Physicians Improves Patient Satisfaction.”
Journal of General Internal Medicine | February 26, 2016
Articles
“The patchwork perspective: A new view for patient experience”
Jason A Wolf PhD | Patient Experience Journal | Volume 4 : Issue 3 : 2017
“Patient-Clinician Communication: American Society of
Clinical Oncology Consensus Guideline”
JCO ASCO Special Article | Sept 2017
“A Case for Empathy”
CTYOSource | Aug 2017
“Building a Patient Experience Program”
AMA STEPSforward | 2017
“The REDE Model of Healthcare Communication: Optimizing Relationship as a Therapeutic Agent.”
Journal of Patient Experience | Issue 1, Volume 1, 2014
“Cleveland Clinic’s Approach to Burnout Focuses on Relationships.”
AMA Wire | Dec 07, 2016
“How Much do You Want to Know About Your Cancer?”
The New York Times | June 1, 2016
“Taking communication skills seriously.”
ACP Hospitalist | October 2016
“Interprofessionalism and Relationship Building.”
Nurses in Professional Development | November-December 2015
“Improving the Patient Experience: MMS Certificate Program with Cleveland Clinic.”
Massachusetts Medical Society | October 2015
“How hospitals hope to boost ratings on Yelp, HealthGrades, ZocDoc and Vitals.”
Washington Post | June 3, 2015
Multimedia
The Role of Leadership in a Compassionate Culture
Carol Santalucia, Director of Service Excellence and Culture Cleveland Clinic
How Physicians Learn Empathy to Improve Cancer Care
WCPN Ideastream | February 22, 2017
Video Interview: How listening to patient narrative improves clinical care.
Medpage Today | March 2, 2015
Patients: Afraid and Vulnerable
Cleveland Clinic Empathy Video Series
The Human Connection to Patient Care
Cleveland Clinic Empathy Video Series
Words Matter
What we say as caregivers has the power to harm or heal. How do you wish to be remembered? Cleveland Clinic’s Center for Excellence in Healthcare Communication: Transforming how clinicians relate to patients and one another through innovative education, advocacy, and research.
