Empathic Messaging of COVID-19
Service Request for Assistance With Empathic Messaging
As Cleveland Clinic responds to the Covid-19 pandemic, policies and procedures change regularly and rapidly. It can be hard to stay on top of the latest information. As caregivers, it is our responsibility to assist in communicating these changes accurately AND empathically. In fact, communicating with empathy increases the likelihood that patients and their loved ones will hear and support these changes. Still, this is not always as easy as it seems when we're working fast and furious and also stressed.
The Center for Excellence in Healthcare Communication is available for consultation and assistance in drafting empathic messages, scripting, and other resources. Please complete a request form.
As requests are completed, finished resources will be attached here for use and distribution. We are always open to your feedback and comments.
Policies & Procedures
- Attending to Visitors
- Common Complaints and Responses to Patients
- Creating Empathic Communication through Masks
- Guidance for Mask Refusal
- Non-urgent Appointment Cancellation - Responding to Patients
- Message from Connected Care at Home
- Messaging for Screening of Individuals Who Don't Meet Test Criteria
- Rescheduling Procedure Appointments
- Strategies to Encourage Patient Adoption of Technology Tools
Inpatient Resources
- Inpatient Support Services: Contact information for Spiritual Care and Healing Services, Ombudsman, and Bioethics
- Patient Instructions for Connecting Virtually: Helpful instructions for how patients can connect virtually with loved ones. These instructions provide information about how to make a video call on your own device:
Visitation Policies
- Messaging Visitation Guideliness
- Messaging for Call Center Operators New Visitor Restrictions
- Nursing Responses for Visitors Expressing Dissatisfaction
Screening Policies
- DriveThru Test Site Messaging
- Messaging for previously screened patients no longer meeting criteria for additional testing
- FAQ For Patients and Visitors
- Updated Screening Guideline for COVID-19
- Compassionate Conversations about Appropriate PPE Use
Scheduling
Masks
- Guidance for Mask Refusal
- Creating Empathic Communication through Masks
- Masking Messaging Between Caregivers
- Masking Messaging Between Caregivers and Patients
- Masking Messaging Between Caregivers and Visitors
- Masking Messaging Between Managers and Caregivers
Other
Healthcare Communication/Service Excellence Training & Resources
Inpatient Communication
- Inpatient Plan of Care Phone Updates for Loved Ones/Family
- R.E.D.E to Round: Foundations of Inpatient Communication eLearning 45 minute online course
Communicate with H.E.A.R.T.
Advance Care Planning
- Advance Care Planning Conversations
- Advance Care Planning Conversations Cue Card
- Advance Care Planning: 45 min eLearning course on how to have Advance Care Planning conversations
Delivering Serious News
- Delivering Bad News eLearning: 45 minute course on how to deliver band news
Virtual Visit Resources
Communication Tools
Express Care Online: Virtual Visit & eVisit Resources
Walk-through Videos:
- Video 1: eVisits Overview - Adult Express Care Online
- Video 2: Virtual Visits Overview
- Video 3: Tips & Best Practices for Virtual Visits
- Video 4: Virtual Visit Exam and Documentation
This document summarizes key points of the videos:
PowerPoint
Guides
Bioethics Resources
- Moral Distress Card
- Caregiver FAQ. Ethical Considerations
- Ethical Standards for Clinicians in a Pandemic
- Ethics Consultation Service: Responds to requests to help resolve ethical conflicts, issues or questions involving patient care.
Self-Care and Well-being
Grief and Relief Hotline
1.844.204.7433
This is a 24/7 confidential hotline to allow patients, families and caregivers the opportunity to speak with a clinically trained chaplain so they may receive solace and support.
Individuals need not identify themselves to receive care.
Additional Resources
- Connect Today/Learner Connect: Resiliency Resources to help you manage complex, changing times (virtual meetings, change & stress management, and communication)
- Words of Encouragement: Add Yours and Share with Others
- Caregiver Support Resources
- Connecting Caregivers: This group provides an online space to share resources and connect with each other during this quickly evolving time.
- Caring for Caregivers: Offering 30-minute Boost telephone appointments to talk through feelings and provide support. To schedule your free, confidential Boost telephone appointment, call 1.800.989.8820 or 216.445.6970.
