Empathic Messaging of COVID-19

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

Inpatient Resources

Visitation Policies

Screening Policies




Healthcare Communication/Service Excellence Training & Resources

Healthcare Communication/Service Excellence Training & Resources

Inpatient Communication

Communicate with H.E.A.R.T.

Advance Care Planning

Delivering Serious News

Virtual Visit Resources

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:



Bioethics Resources

Bioethics Resources

Self-Care and Well-being

Self-Care and Well-being

Grief and Relief Hotline


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