Effective communication impacts patient safety, quality and patient satisfaction. In today’s  healthcare environment, most caregivers face the competing challenges of limited time for patient interaction, variable expectations, and increasing medical complexity. When physicians and advanced clinical care providers are given the support and resources to develop relationship-centered communication skills, they become empowered to handle any communication challenge and can enhance the experience of not only the patient, but also their loved ones and the providers.

The Center for Excellence in Healthcare Communication is also offering the R.E.D.E. to Communicate: Foundations of Healthcare Communication course and an advanced topic course called R.E.D.E. to Communicate: Delivering Bad News as an add-on to the 8th annual Patient Experience Empathy and Innovation Summit. Click here for more information and registration 

Select a Program for more Information

R.E.D.E. to Communicate℠: Foundations of Healthcare Communication Course

  • Participate in this 8-hour course facilitated by two Cleveland Clinic physicians or advanced clinical care providers
  • Experience a course designed to help providers improve their communication with patients through a relationship-centered communication approach with the R.E.D.E.SM Model
  • In a small, dynamic setting, participants practice new skills to manage challenging scenarios from their own practice
  • For MD/DOs or advanced clinical care providers

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Facilitation Training Programs

Train the Trainer for R.E.D.E. to Communicate℠: Foundations of Healthcare Communication

  • An intensive, experiential-based program designed to train physicians and advanced clinical care providers to teach relationship centered communication skills.
  • Inventory, assess, and build on the experience and strength of a given provider to facilitate learning of new communication skills.
  • 8 day program separated in time which focuses on competencies in learning theory, behavior change, performance assessment, group facilitation skills, and the value/impact of relationship centered communication skills in healthcare
  • Components of the training involve co-facilitating with our peer facilitators, as well as observed facilitation and feedback

Foundations of Facilitation

Think you’re already pretty good at facilitating? Take your facilitation game up a notch! Professional burnout is at an all-time high as caregivers feel pressure to do more with less and in less time. Taking time away for continuing education often feels like a luxury they can’t afford.  As such, traditional training programs are taking a hit. This Foundations of Facilitation Intensive builds upon traditional facilitation with relational and learner-centered approaches, innovative educational methods (e.g., action methods), & deliberate skills practice with helpful feedback. We will focus on creating an engaging, enjoyable and rejuvenating experience not just a course.

Experiential workshop is focused on providing each participant with a set of fundamental tools for facilitating any skills-based adult learning program. Apply principles of adult learning to assess individual learning styles and needs to accelerate learning and skill integration. Learn empirically-validated strategies for honing your observation and feedback skills further increasing the likelihood of change integration

 

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Consulting Services

Our leadership team is available for consultations regarding programmatic development, operationalization, staff remediation, individual coaching, and brainstorming various strategies for physician engagement.

Customized Site Visits

  • Enjoy an opportunity to visit Cleveland Clinic and meet the physician and leadership members supporting our Center for Excellence in Healthcare Communication
  • Learn more about our R.E.D.E. to Communicate℠ course series (Foundations of Healthcare Communication, Delivering Bad News, Patients with Chronic Pain, Discussing Code Status, Family Meetings, etc.), development and implementation process for engaging providers, ongoing research, and educational/data resources
  • This visit can be customized to meet the needs of your team.  A typical visit would include 4-16 members of your organization and would be scheduled on a date that is mutually convenient

Individual Coaching

Peer to peer physician coaching is offered for physicians desiring more intensive help improving their communication skills.  Coaching is typically, although not exclusively, one-on-one.  Reasons for seeking coaching include physician dissatisfaction with their current communication skills, low patient satisfaction scores, patient complaints, and conflict with colleagues. Many staff self select for the coaching and others have been identified by their Chairs. Various methods have been used for effective coaching, including videotaping with facilitated feedback, repeated observation, and simulation. At its core, coaching for communication skills relies on the relationship between a provider and the coach which is built on trust.

Advanced Topic Courses

R.E.D.E. to Communicate℠: To Patients with Chronic Pain
The complexity of chronic pain treatment is often exacerbated by disparate goals and attitudes between patient and provider concerning the condition and treatment. This course focuses on enhancing patient-provider communication using the R.E.D.E.℠ model of relationship-centered communication to align agendas and expectations, and engage in collaborative decision making. Relationship-centered communication has the ability to reduce fear and increase adherence associated with various treatment methods as well as increasing readiness to accept chronic pain as a disease and adopt more effective self-management strategies. Participants will be engaged in interactive dialogue and skills practice with standardized patients trained to present with various communication challenges often found within this patient population.

R.E.D.E. to Communicate℠: Delivering Bad News
Delivering bad news is a reality of the medical field. Although we are not able to change the news we have to give, we can change the way we deliver that news. This course is designed to teach clinicians how much information patients want in regards to getting bad news, how they want it delivered and ways to show empathy to the patient after delivery of the news. It will also teach the SPIKES protocol for delivering bad news and then allow practice of this protocol in a safe and controlled environment using standardized patients.

R.E.D.E. to Communicate℠: Maximizing Health Outcomes Through Motivational Interviewing 
An Introduction to Motivational Interviewing This course will introduce the principles of motivational interviewing. Participants will learn skills to effect patient health behavior change utilizing a relationship-centered approach to patient communication and applying the “Stages of Change Model”. There will be opportunities to practice these new skills in class.

R.E.D.E. to Communicate℠: Family Meetings
Having conversations with patients and their family members near the end of life can be difficult, especially in this age of chronic critical illness. Adding complex family dynamics to this discussion can make it even more complex. One of the central techniques that will be taught is running a successful family meeting.

R.E.D.E. to Round 
The patient-provider relationship can be a vital therapeutic agent. Strong communication skills are essential for establishing, developing, and engaging healthcare relationships in a genuine and meaningful way. Hospitalization poses unique challenges to effective communication and subsequently the patient-provider relationship, not to mention, communication with patients’ companions and other caregivers on the treatment team. Learners will be engaged in interactive dialogue and skills practice in the inpatient context.

R.E.D.E. to Communicate℠: Discussing Code Status 
We are aware that no one lives forever; yet, having conversations with patients and their family members near the end of life can be difficult, especially in this age of chronic critical illness. This course will help prepare you to discuss code status, prognosis and Hospice care with your patients. One of the central techniques that will be taught is running a successful family meeting.

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Service Excellence

CommunicateWHEART-Identifier-TaglineWhen Cleveland Clinic research showed more than 50% of complaints were directed at our front line staff, we realized our employees needed tools and skills to help address patient’s concerns at the point of service. In 2002, Respond with H.E.A.R.T.®, our service recovery model was developed. This model empowered our employees to consistently and promptly respond to patients’, visitors’, and co-workers’ in a caring and compassionate way. Respond with H.E.A.R.T.® enabled our employees to positively impact the patient experience by helping them to maintain confidence, composure and professionalism in challenging situations.

We also asked our patients what they thought good service looked like and from those conversations our nine key Expected Service Behaviors were born. In 2009, we introduced S.T.A.R.T. with Heart® our upfront customer service program that provides an easy way to remember those Expected Service Behaviors. This program is a communication tool that employees use in every interaction with patients, visitors and other employees. It also provided our employees more awareness of the impact of every patient, visitor and employee interaction. Our employees understand that their role is greater than the tasks associated with that role and feel empowered to do whatever it takes to deliver world-class care.

The Communicate with H.E.A.R.T.® program, as well as other initiatives and efforts were introduced to over 40,000 employees between 2010 and 2011 as Cleveland Clinic began a cultural transformation to both shape and maintain service excellence. We continue through feedback from our employees to develop and expand our Communicate with H.E.A.R.T.® program to meet the needs of our patients, visitors and employees.

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