Books & Whitepapers

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

Articles

“The patchwork perspective: A new view for patient experience”
Jason A Wolf PhD | Patient Experience Journal | Volume 4 : Issue 3 : 2017

Read article


“Patient-Clinician Communication: American Society of
Clinical Oncology Consensus Guideline”
JCO ASCO Special Article | Sept 2017

Read article


“A Case for Empathy”
CTYOSource | Aug 2017

Read article


“Building a Patient Experience Program”
AMA STEPSforward | 2017

Read article


“The REDE Model of Healthcare Communication: Optimizing Relationship as a Therapeutic Agent.”
Journal of Patient Experience | Issue 1, Volume 1, 2014

Download


“Cleveland Clinic’s Approach to Burnout Focuses on Relationships.”
AMA Wire | Dec 07, 2016

Read article


“How Much do You Want to Know About Your Cancer?”
The New York Times June 1, 2016

Read article


“Taking communication skills seriously.”
ACP Hospitalist | October 2016

Read article


“Interprofessionalism and Relationship Building.”
Nurses in Professional Development | November-December 2015

Read article


“Improving the Patient Experience: MMS Certificate Program with Cleveland Clinic.”
Massachusetts Medical Society | October 2015

Read article


“How hospitals hope to boost ratings on Yelp, HealthGrades, ZocDoc and Vitals.”
Washington Post | June 3, 2015

Read article

Multimedia

Multimedia

The Role of Leadership in a Compassionate Culture                   
Carol Santalucia, Director of Service Excellence and Culture Cleveland Clinic

View Powerpoint


How Physicians Learn Empathy to Improve Cancer Care
WCPN Ideastream | February 22, 2017

Listen


Video Interview: How listening to patient narrative improves clinical care.
Medpage Today | March 2, 2015

Watch video


Patients: Afraid and Vulnerable
Cleveland Clinic Empathy Video Series

Watch video


The Human Connection to Patient Care
Cleveland Clinic Empathy Video Series

Watch video


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.

Watch video