Communication Rx: Transforming Healthcare Through Relationship-Centered Communication

by Calvin L. Chou, Laura Cooley

Overview

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.

Product Details

ISBN-13:	9781260019742
Publisher:	McGraw Hill LLC
Publication date:	10/06/2017
Pages:	272
Sales rank:	861,279
Product dimensions:	6.10(w) x 9.10(h) x 1.10(d)

About the Author

Calvin Chou, MD, PhD, is Professor of Clinical Medicine at the University of California San Francisco (UCSF) and staff physician at the Veterans Administration (VA) Medical Center in San Francisco. As ACH’s Vice President for External Education, he is nationally recognized for his efforts in education and research to enhance communication between patients and physicians.

Laura Cooley, PhD, is the Senior Director of Education and Outreach for ACH, where she leads strategic efforts to collaborate with institutions to develop and deliver customized communication skills training programs.

Table of Contents

Acknowledgments xi

Preface xiii

Part I The Landscape

Chapter 1 Building the Case for Communication and Relationships Calvin Chou, MO, PhD, FACH, Professor of Clinical Medicine, University of California, San Francisco 3

Chapter 2 Communication and Patient Experience Peter R. Lichstein, MD, FACP, FACH, Professor of Medicine, Wake Forest School of Medicine Diane Sliwka, MD, Associate Professor of Medicine and Medical Director of the Patient and Provider Experience, University of California, San Francisco 13

Part II The Fundamental Skill Sets

Chapter 3 Skill Set One: The Beginning of the Encounter Auguste H. Fortin VI, MD, MPH, Professor, Department of Medicine, Yale School of Medicine Lynnea Mills, MD, Assistant Professor, Division of Hospital Medicine, University of California, San Francisco 27

Chapter 4 Skill Set Two: Skills That Build Trust William D. Clark, MD, DocCom Editor Emeritus Matthew Russell, MD, Medical Director, Community Living Center and Associate Chief of Geriatrics and Extended Care, VA Boston Healthcare 35

Chapter 5 Skill Set Three: Delivering Diagnoses and Treatment Plans Carol M. Chou, MD, Associate Professor of Clinical Medicine, Perelman School of Medicine, University of Pennsylvania 47

Part III Practical Applications of the Skill Sets

Chapter 6 Challenging Conversations with Patients Jenni Levy, MD, FACH, President, Academy of Communication in Healthcare 61

Chapter 7 The Skill Sets and the Electronic Health Record Pamela Duke, MD, Associate Professor of Medicine, Drexel University College of Medicine 75

Chapter 8 Patient Engagement and Motivational Interviewing Krista M. Hirschmann, PhD, CEO, FlinCare Calvin Chou, MD, PhD, FACH, Professor of Clinical Medicine, University of California, San Francisco 85

Chapter 9 Shared Decision-Making Nan Cochran, MD, FACH, Associate Professor, The Dartmouth Institute and Geisel School of Medicine at Dartmouth Calvin Chou, MD, PhD, FACH, Professor of Clinical Medicine, University of California, San Francisco 95

Chapter 10 Feedback: A Commitment to the Relationship Ryan Laponis, MD. MSci, FACH, Assistant Clinical Professor, Department of Medicine, University of California, San Francisco 105

Chapter 11 Appreciative Coaching: "I Want to Be Known as the Clinician Who…" Maysel Kemp White, PhD, MFT, FACH, Healthcare Quality and Communication Improvement, LLC Calvin Chou, MD, PhD, FACH, Professor of Clinical Medicine, University of California, San Francisco 115

Chapter 12 Communicating Effectively on Healthcare Teams James R. Bell, MS, PA-C, Assistant Professor, Daemen College Calvin Chou, MD, PhD, FACH, Professor of Clinical Medicine, University of California, San Francisco 125

Chapter 13 Challenging Conversations with Colleagues Nan Cochran, MD, FACH, Associate Professor, The Dartmouth Institute and Geisel School of Medicine at Dartmouth 137

Chapter 14 Culture and Diversity Denise L. Davis, MD, FACH, Clinical Professor of Medicine, University of California, San Francisco 149

Chapter 15 Communicating Across Hierarchy Timothy Gilligan, MD, Associate Professor of Medicine and Vice-Chair for Education, Cleveland Clinic Taussig Cancer Institute, and Kara Myers, CNM, MS, Clinical Professor, Zuckerberg San Francisco General Hospital and Trauma Center 159

Part IV Instituting Communication Initiatives

Chapter 16 Teaching the Skill Sets R. Ellen Pearlman, MD, Associate Dean for Advanced Clinical Learning, Hofstra Northwell School of Medicine 173

Chapter 17 Developing Facilitators in Train-the-Trainer Programs: Establishing Local Influence Calvin Chou, MD, PhD, FACH, Professor of Clinical Medicine, University of California, San Francisco Laura Cooley, PhD, Senior Director of Education and Outreach, Academy of Communication in Healthcare 183

Chapter 18 Implementation and Planning: Supporting Organizational Change Cathy Risdon, MD, DMan, CCFP, FCFP, Professor, Department of Family Medicine, McMaster University Laura Cooley, PhD, Senior Director of Education and Outreach, Academy of Communication in Healthcare 201

Notes 213

Index 233