Communication The Cleveland Clinic Way How To Drive A Relationship Centered Strategy For Exceptional Patient Experience

Author : Adrienne Boissy
Publisher : McGraw Hill Professional
ISBN 13 : 0071845356
Total Pages : 256 pages
Book Rating : 4.59/5 ( download)

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Download or read book Communication the Cleveland Clinic Way: How to Drive a Relationship-Centered Strategy for Exceptional Patient Experience written by Adrienne Boissy and published by McGraw Hill Professional. This book was released on 2016-05-13 with total page 256 pages. Available in PDF, EPUB and Kindle. Book excerpt: Put relationship-centered communication at the forefront of care Today, physicians face a hypercompetitive marketplace in which they must meet unique and complex patient needs as efficiently as possible. But in a culture prioritizing clinical outcomes above all, there can be a tendency to lose sight of one of the most critical aspects of providing effective care: the communication skills that build and foster physician-patient relationships. Studies have shown that good communication between doctors and patients and among all caregivers who interface with patients directly results in better clinical outcomes, reduced costs, greater patient satisfaction, and lower rates of physician burnout. In Communication the Cleveland Clinic Way, Dr. Adrienne Boissy and her team tell the story of how Cleveland Clinic created and applied the R.E.D.E. to Communicate: Foundations of Healthcare program, making the world-renowned hospital system a leader in relationship-centered care. They provide a step-by-step guide for healthcare leaders and decision-makers to design, develop, and implement communication skills training in their own institutions. Learn how to: • Craft an effective, colleague-supported communication skills program to include veteran physicians, residents, and medical students • Leverage creative program design and data transparency to engage and facilitate staff physicians and advanced care providers • Identify common misperceptions and myths in healthcare communication and respond to them successfully • Cultivate a true sense of empathy—with patients and fellow caregivers alike—while maintaining professionalism In a field where difficult conversations and stressful relationships are commonplace, clinicians need a structured approach to enable them to deliver the best care possible. Communication the Cleveland Clinic Way is the blueprint for establishing a relationship-centered program that will improve patient experience, reinvigorate doctors’ passion for their work, and elevate any organization.

Author : David L. Brown
Publisher : Elsevier Health Sciences
ISBN 13 : 0323553494
Total Pages : 736 pages
Book Rating : 4.90/5 ( download)

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Download or read book Cardiac Intensive Care - E-Book written by David L. Brown and published by Elsevier Health Sciences. This book was released on 2018-07-19 with total page 736 pages. Available in PDF, EPUB and Kindle. Book excerpt: Using a multidisciplinary, team-oriented approach, this unique title expertly covers all the latest approaches to the assessment, diagnosis, and treatment of patients with critical cardiac illness. Led by Dr David L. Brown, a stellar team of authoritative writers guides you through cardiac pathophysiology, disease states presenting in the CICU, and state-of-the-art advanced diagnosis and therapeutic techniques. A visually appealing format, new chapters, and thorough updates ensure that you stay on the cutting edge of this rapidly advancing field. Discusses recent changes in cardiac intensive care, including new care paradigms, new mechanical support modalities, and new therapies and interventions. Contains 11 new chapters: Palliative Care, Temporary Pacemaker Insertion, Pericardiocentesis, Distributive Shock, Electrical Storm, Cardiopulmonary Cerebral Resuscitation after Cardiac Arrest, Temporary Mechanical Circulatory Support Devices, Cardiorenal Syndrome, Fulminant Myocarditis, Stress-Induced Cardiomyopathy, Diagnosis and Treatment of Unstable Supraventricular Tachycardia. Concisely yet thoroughly covers acute and severe heart failure, chronic pulmonary hypertension, life-threatening dysrhythmias, aortic dissection, and other cardiac conditions as they relate to intensive care. Explains drug therapy for key cardiac drugs, such as inotropes, vasodilators, anti-arrhythmics, diuretics, anticoagulants, and anti-platelets, and discusses important drug interactions. Ideal for all healthcare professionals involved in cardiac intensive care, including intensivists, cardiologists, cardiac surgeons, residents, fellows, cardiac nurses, respiratory therapists, physical therapists, and nutritionists.

Author : Alan T. Belasen, Ph.D.
Publisher : CRC Press
ISBN 13 : 1003846084
Total Pages : 227 pages
Book Rating : 4.86/5 ( download)

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Download or read book Transforming Leadership, Improving the Patient Experience written by Alan T. Belasen, Ph.D. and published by CRC Press. This book was released on 2024-02-27 with total page 227 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book focuses on the patient experience as a leadership strategy. It explores the relationships between coordinated care, expert leadership, provider-patient communications, and the patient experience. When clinical and nonclinical staff collaborate effectively, healthcare teams can improve patient outcomes, prevent medical errors, improve efficiency, and increase patient satisfaction. Surprisingly, however, healthcare leaders tend to prioritize specific metrics to improve hospital performance and patient satisfaction even though patient experience and provider-patient communications are intertwined. Determining the most effective strategy for achieving higher levels of service quality and patient satisfaction can prove elusive for providers. Consider the evidence: a survey in 2012 of more than 17,000 healthcare leaders in North America, for example, found that leaders’ perceptions did not always match the data, and many hospital leaders overestimated the performance of their hospitals. Over 75% of the hospital leaders reported "quality of care" was something their hospital did well, while their patients, on average, rated them lower on perceived service quality. Ten years later, in 2022, only a few providers integrated best practices to achieve high patient satisfaction which severely impacted CMS Hospital Star Rating. This has significant effects on profit margins since patients consider the star rating differentials in their choices of hospitals and are willing to pay upward of 17% extra for treatments in 5-star hospitals, a revenue generating source of income at times when hospitals have seen falling revenues (down 4.8%) and rising labor (up 37%) from pre-COVID-19 pandemic levels. To reduce the gap between perception and reality, hospital leaders can consider the link between communication goals (e.g., responsiveness of hospital staff, pain management, communication about medicines) and outcomes (e.g., increased adherence and compliance, readmission, healthcare delivery costs, hospital overall ratings) as well as improve the patient experience. When intentions and outcomes are aligned, they create a powerful medium by which healthcare leaders can evaluate the gaps that exist between patient care measures and best practices and mitigate organizational or technological factors relevant to improving the patient experience. When the alignment is optimal, care teams develop a better sense of shared purpose, become more committed and accountable, and work together to improve the patient experience. When accomplished, patients participate more fully and actively in the exchange and are discharged with an enhanced commitment to carry out care management requirements. Key topics in this practical guide include provider-patient communications; demonstrating the value of patient-focused care; how physician and nurse executives use synergy as a strategy; engaging board members in promoting quality and safety goals and in developing hospital community partnerships; building bridges between physicians, administrators, trustees, and hospital staff; and developing a leadership pipeline.

Author : Amy K. Windover, Ph.d.
Publisher : CreateSpace
ISBN 13 : 9781495325458
Total Pages : 146 pages
Book Rating : 4.58/5 ( download)

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Download or read book Relationship-Centered Healthcare Communication written by Amy K. Windover, Ph.d. and published by CreateSpace. This book was released on 2014-01-24 with total page 146 pages. Available in PDF, EPUB and Kindle. Book excerpt: The REDE model is a conceptual framework for teaching relationship-centered communication. The REDE model applies specific skills to optimize a unique and personal connection throughout 3 different phases of Relationship: Establishment, Development, and Engagement (i.e., REDE). It is based on the premise that a genuine and authentic relationship is a vital therapeutic agent with the potential to positively influence outcomes and experiences for both the patient and provider. This advanced topic guide was designed for the self-directed learning of realtionship-centered healthcare communication using the REDE model within The Cleveland Clinic Lerner College of Medicine (CCLCM) of Case Western Reserve University. This guide includes the following topics: managing time, assessing health literacy and adherence, managing patient problems and education, use of the electronic health record, managing patient emotion, taking a sexual history, screening for violence, health behavior change, presenting an unexpected or difficult diagnosis, cultural sensitivity, establishing boundaries, interviewing when a companion is present, and transitions of care. For each topic, readers are provided with a brief summary of relevant literature and best practices followed by a behavior skills checklist. This guide can be used as an outline for an advanced communication skills course for medical students or selectively for training other health care professionals.

Author : James Merlino
Publisher : McGraw-Hill Education
ISBN 13 : 9780071833257
Total Pages : 0 pages
Book Rating : 4.50/5 ( download)

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Download or read book Service Fanatics: How to Build Superior Patient Experience the Cleveland Clinic Way written by James Merlino and published by McGraw-Hill Education. This book was released on 2014-10-27 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: THE PROVEN MODEL FOR DRIVING POSITIVE ORGANIZATIONAL CHANGE Cleveland Clinic has long been recognized for driving some of the best clinical outcomes in the nation, but it was not always a leader in patient experience. There was atime when this revered organization ranked among the lowest in the country in this area. Within ten years, however, it had climbed to among the highest and has emerged as the thought leader in the space. How did Cleveland Clinic turn itself around so effectively and so quickly? More important, how can you do the same with your organization? In gripping, visceral, on-the ground fashion, Service Fanatics reveals the strategies and tactics the Clinic applied to become one of today's leading patient-experience healthcare organizations--methods that seamlessly translate to any business seeking to improveits customer experience. This strategic guide covers: How the Clinic's leaders redefined the concept of patient experience and developed a strategy to improve it Critical lessons learned regarding organization, recruitment, training, and measuring service excellence Ways in which the Clinic aligned its entire workforce around its Patients First strategy How leaders improved the critical element of physician communication Rather than view patients simply as sick people who need treatment, Cleveland Clinic sees them also as important stakeholders in the organization's success. Patients are customers--who desire, pay for, and deserve the best possible care and experience during what is often a challenging time in their lives. Featuring customer service case studies, as well as invaluable insight from C-level executives at top corporations in various industries, Service Fanatics provides actionable lessons for any manager and business leader beyond healthcare. Whether you run a healthcare institution, nonprofit, or for-profit business, Service Fanatics will help you create the kind of customer experience that promises to transform your organization into an industry powerhouse.

Author : Toby Cosgrove
Publisher : McGraw Hill Professional
ISBN 13 : 0071839348
Total Pages : 194 pages
Book Rating : 4.41/5 ( download)

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Download or read book The Cleveland Clinic Way: Lessons in Excellence from One of the World's Leading Health Care Organizations VIDEO ENHANCED EBOOK written by Toby Cosgrove and published by McGraw Hill Professional. This book was released on 2014-01-24 with total page 194 pages. Available in PDF, EPUB and Kindle. Book excerpt: This is the future. Join the revolution. Transform your organization the Cleveland Clinic way. "One of the best healthcare systems in the world." President Barack Obama American healthcare is in crisis. It doesn't have to be. There's a revolution going on right now. On the frontiers of medicine, some doctors have developed an approach for treating people that is more effective, more humane, and more affordable. It's an approach to healthcare that has captured the attention of the media and business elite--and the President of the United States. It's all happening at Cleveland Clinic, one of the most innovative, forward-looking medical institutions in the nation. In this groundbreaking book, the man who leads this global organization, Toby Cosgrove, MD, reveals how the Clinic works so well and argues persuasively for why it should be the model for the nation. He details how Cleveland Clinic focuses on the eight key trends that are shaping the future of medicine. Readers will learn: Why group practices provide not only better--but cheaper--care Why collaborative medicine is more effective How big data can be harnessed to improve the quality of care and lower costs How cooperative practices can be the wellspring of innovation Why empathy is crucial to better patient outcomes Why wellness of both mind and body depends on healthcare, not sickcare How care is best provided in different settings for greater comfort and value How tailor-made care treats a person instead of a disease This enhanced eBook includes 8 videos that include interviews with the doctors and executives who helped shape the Cleveland Clinic’s successful strategy. It also includes visuals of patients/doctor interactions and the hospital’s facilities. At its core is Cleveland Clinic's emphasis on patient care and patient experience. A refreshingly positive and practical vision of healthcare, The Cleveland Clinic Way is essential reading for healthcare and business executives, medical professionals, industry analysts, and policymakers. It gives leaders lessons they can apply to their own organizations to achieve results and empowers average Americans to make more informed healthcare decisions. PRAISE FOR THE CLEVELAND CLINIC WAY "A brilliant doctor and leader lays out practical and thought-provoking prescriptions for America's healthcare future. A must-read." -- Jack Welch, former Chairman and CEO of General Electric Company "The Cleveland Clinic Way is what the healthcare system in this country needs: honesty about the challenges, optimism about our ability to address them, and a focus on solutions. A must-read for healthcare leaders, it's written in clear, inclusive language that makes it just as valuable for the rest of us." -- John Chambers, Chairman and CEO of Cisco "A pioneer in American healthcare, Toby Cosgrove shows just how the diligence and innovative thinking behind Cleveland Clinic has helped solve fundamental problems most other places barely touch. There are lessons here for everyone--patient, physician, and policymaker alike." -- Atul Gawande, MD, professor at Harvard Medical School and bestselling author of The Checklist Manifesto "Toby Cosgrove frames the eight important trends that will transform the U.S. healthcare system. The Cleveland Clinic Way is a good road map for those who want to make the U.S. healthcare system better." -- Jeffrey Immelt, Chairman and CEO of General Electric Company

Author : Great Britain: Department of Health
Publisher : The Stationery Office
ISBN 13 : 9780101837828
Total Pages : 72 pages
Book Rating : 4.28/5 ( download)

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Download or read book Caring for our future written by Great Britain: Department of Health and published by The Stationery Office. This book was released on 2012-07-11 with total page 72 pages. Available in PDF, EPUB and Kindle. Book excerpt: Care and support affects a large number of people: eight out of 10 people aged 65 will need some care and support in their later years; some people have impairments from birth or develop them during their working life; some 5 million people care for a friend or relative, some for more than 50 hours a week. The current system does not offer enough support until a crisis point is reached, the quality of care is variable and inconsistent, and the growing and ageing population is only going to increase the pressure. Consequently, two core principles lie at the heart of this White Paper. The first is that individuals, communities and Government should do everything possible to prevent, postpone and minimise people's need for formal care and support. The system should be built around the promotion of people's independence and well-being. The second principle is that people should be in control of their own care and support, with personal budgets and direct payments, backed by clear, comparable information and advice that will allow individuals and their carers to make the choices that are right for them. This paper sets out the principles and approach, with sections covering: strengthening support within communities; housing; better information and advice; assessment, eligibility and portability for people who use care services; carers' support; defining high-quality care; improving quality; keeping people safe; a better local care market; workforce; personalised care and support; integration and joined-up care.

Author : Gordon Mosser
Publisher : McGraw Hill Professional
ISBN 13 : 0071791965
Total Pages : 256 pages
Book Rating : 4.60/5 ( download)

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Download or read book Understanding Teamwork in Health Care written by Gordon Mosser and published by McGraw Hill Professional. This book was released on 2013-10-22 with total page 256 pages. Available in PDF, EPUB and Kindle. Book excerpt: A complete introductory guide to the principles and clinical application of teamwork in health care Understanding Teamwork in Health Care emphasizes the essential competencies necessary to implement teamwork in health care in a complex hospital or primary care setting. Unlike similar books on the subject which are theoretical or policy-oriented, this text offers practical, real-world coverage. Valuable for health care professionals seeking a thorough explanation of teamwork and for trainers working in hospitals or primary care settings; could also be used as a textbook. Mini-cases throughout the text help readers appreciate real-world application of principles Written to a level suited for the non-specialist

Author : Calvin L. Chou
Publisher : McGraw Hill Professional
ISBN 13 : 1260019756
Total Pages : 256 pages
Book Rating : 4.59/5 ( download)

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Download or read book Communication Rx: Transforming Healthcare Through Relationship-Centered Communication written by Calvin L. Chou and published by McGraw Hill Professional. This book was released on 2017-10-06 with total page 256 pages. Available in PDF, EPUB and Kindle. Book excerpt: A proven prescription for effective communication that will empower health professionals to deliver the highest quality care―from the Academy of Communication in Healthcare Research shows that nothing impacts patient experiences more than the quality of communication. While beneficial, the latest in cutting-edge technology and techniques aren’t enough to ensure the best possible care for patients. The key to better healthcare outcomes is communication. Over the past four decades, the Academy of Communication in Healthcare has worked tirelessly with health systems, teaching communication skills that put relationships—between patients and providers, as well as among providers—at the center of care. Now, for the first time, ACH’s proven and effective methodology is detailed in this invaluable step-by-step guide. You’ll learn communication skills that will enable you to: * Provide more accurate diagnoses and effective treatments—and improve patient outcomes * Boost patient adherence and lower hospital readmission rates * Make fewer errors and reduce malpractice risks * Increase patient satisfaction and build teamwork among providers * Further develop your communication skill set—and help others do the same In this practical—and potentially life-saving—volume, you’ll discover special sections on teamwork, coaching, shared decision-making, feedback, conflict engagement, diversity, and communicating through hierarchy. The book also provides institutional initiatives to help you implement change in your organization and outlines a field-tested blueprint for healthier communication across the entire industry. To create effective communication and meaningful connections in healthcare, trust ACH. Communication is literally its middle name.

Author : Thomas J. Graham
Publisher : McGraw Hill Professional
ISBN 13 : 1259582965
Total Pages : 288 pages
Book Rating : 4.67/5 ( download)

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Download or read book Innovation the Cleveland Clinic Way: Powering Transformation by Putting Ideas to Work written by Thomas J. Graham and published by McGraw Hill Professional. This book was released on 2016-01-08 with total page 288 pages. Available in PDF, EPUB and Kindle. Book excerpt: Unlock the secret to groundbreaking innovation with this game-changing guide Innovation means putting ideas to work. It is a discipline that can be learned, practiced, and leveraged to propel meaningful transformation and sustainable success, and it is proving to be the margin of difference in the largest concentrated sector of our economy: healthcare. This is where the stakes may be highest because the transcendent ideas that come from the patient bedside or laboratory bench don’t just translate to a bottom line, they improve and extend human life. Since its inception in 1921, Cleveland Clinic has been at the forefront of life-saving innovations in healthcare, pioneering a new model of care, advancing surgical techniques, and developing cutting-edge medical technologies. It has revolutionized the industry with a proven and tested working model for mission-driven, results-oriented success—one that is applicable to industries beyond healthcare. In Innovation the Cleveland Clinic Way, Thomas J. Graham, MD, describes the Clinic’s unique approach. Learn: • How to align the innovation strategy with your organization’s mission • How to identify your organization’s innovation assets and put them to work • How to foster collaboration within and across teams to spark creative ideation • The process of taking “napkin ideas” through successful commercialization • The most common innovation pitfalls and how to avoid and address them • Cleveland Clinic’s 10 commandments of innovation and the six degrees of innovation Packed with enterprising solutions and inspiring examples, this practical guide will equip any individual or institution seeking to affect purposeful transformation. Use these best practices to put ideas to work and turn yours into a high-innovation organization. Thomas J. Graham, MD, is the Chief Innovation Officer of Cleveland Clinic and Vice Chairman of Orthopedic Surgery. A prolific inventor with nearly 50 worldwide patents and a serial entrepreneur, he is a renowned orthopaedic surgeon whose practice is the premier destination for the care of the professional athlete’s hand and wrist. He is regularly recognized as one of “America’s Best Doctors.”