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
