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

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

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“A Case for Empathy”
CTYOSource | Aug 2017

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“Building a Patient Experience Program”
AMA STEPSforward | 2017

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

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

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

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

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

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

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

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Multimedia

Multimedia

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

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

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

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Patients: Afraid and Vulnerable
Cleveland Clinic Empathy Video Series

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The Human Connection to Patient Care
Cleveland Clinic Empathy Video Series

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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.

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Additional Resources

Additional Resources

Association for Patient Experience
A nonprofit, 501(c)(3) organization established to support healthcare professionals, patients, and their families by improving the patient experience.

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NEJM Resident 360: Patient Communication
Get ready for your next rotation by learning how to communicate and establish relationships with patients, their relatives, and fellow medical colleagues.

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