8. A standardized patient is an individual trained to act as a patient for the purposes of medical instruction.
9. L. M. L. Ong, J. C. J. M. DeHaes, A. M. Hoos, and F. B. Lammes, “Doctor-Patient Communication: A Review of the Literature,” Social Science & Medicine 40 (1995): 903-918.
10. Debra L. Roter, Judith A. Hall, David E. Kern, Randol Barker, Karan A. Cole, and Robert P Roca, “Improving Physicians Interviewing Skills and Reducing Patients Emotional Distress: A Randomized Clinical Trial,” Archives of Internal Medicine 155, no. 17 (1995): 1877-1884.
11. Kelly B. Haskard Zolnierrek, and M. Robin DiMatteo, “Physician Communication and Patient Adherence to Treatment: A Meta-analysis,” Medical Care 47, no. 8 (August 2009): 826–834.
12. M. A. Stewart, “Effective Physician-Patient Communication and Health Outcomes: A Review,” CMAJ 152, no. 9 (May 1995): 1423–1433.
13. Wendy Levinson, Rita Gorawara-Bhat, and Jennifer Lamb, “A Study of Patient Clues and Physician Responses in Primary Care and Surgical Settings,” Journal of the American Medical Association 284, no. 8 (2000): 1021–1027.
14. A. L. Suchman, D. Roter, M. Lipkin Jr., and the Collaborative Study Group of the Task Force on Medical Interviewing, “Physician Satisfaction with Primary Care Office Visits,” Medical Care 31, no. 12 (1993): 1083–92.
15. Evelyn Theiss, “Art of Patient Satisfaction Meets the Science of Medicine,” Cleveland Plain Dealer, June 11, 2012, www.cleveland.com/healthfit/index.ssf/2012/06/the_art_of_patient_satisfaction.html.
Chapter 12
1. “About Dave,” e-Patient Dave, accessed March 9, 2014, www.epatientdave.com/about-dave/.
2. Stacy Lu, “What Makes a Doctor-Patient Partnership Flourish?,” TEDMED 2012 (blog), October 22, 2012, http://blog.tedmed.com/?p=2178.
3. Merriam-Webster’s Collegiate Dictionary, accessed March 9, 2014, www.merriam-webster.com/dictionary/partner.
4. The Free Dictionary, accessed March 9, 2014, www.thefreedictionary.com/partner.
5. Michael K. Paasche-Orlow, Ruth M. Parker, Julie A. Gazmararian, Lynn T. Nielsen-Bohlman, and Rima R. Rudd, “The Prevalence of Limited Health Literacy,” Journal of General Internal Medicine 20, no. 2 (February 2005):175–184.
6. L. Woicehovich, M.L. Rivera, J.I. Merlino, “Ask 3/Teach 3: Improving Medication Communication Scores and Patient Safety,” Group Practice Journal (February 2013): 20–28.
7. Morgan Gleason interview by Deirdre Mylod, 5th Annual Patient Experience: Empathy & Innovation Summit, May 19, 2014.
8. Joanne Zeroske (President, Marymount Hospital, Cleveland Clinic Community Hospitals), in discussion with the author, July 8, 2014.
9. Institute for Patient- and Family-Centered Care, Changing Hospital “Visiting” Policies and Practices: Supporting Family Presence and Participation (Bethesda, MD, October 2010), accessed March 9, 2014, www.ipfcc.org/visiting.pdf.
Chapter 13
1. Jeffrey Galles, MD, e-mail conversation, February 2, 2014.
2. Program Evaluation and Review Technique (PERT), a tool used in projectmanagement.
3. Beth E. Mooney (Chairman and CEO, KeyCorp), in discussion with the author, May 2010.
4. Larry Ruvo conversation with Siegfried Fischbacker, 1st annual Patient Experience: Empathy & Innovation Summit, May 25, 2010.
5. “20 People Who Make Healthcare Better—2013,” HealthLeaders Media, December 16, 2013.
Epilogue
1. “Minister of Health Inaugurates the First Patient Relations Symposium,” Ministry of Health, Kingdom of Saudi Arabia, November 23, 2011, accessed March 14, 2014, www.moh.gov.sa/en/Ministry/MediaCenter/News/Pages/NEWS-2011-11-23-003.aspx.
2. Wael Fayez Kaawach, MD, MBA (CEO, Healthcare Development Holding Co., Saudi Arabia), in discussion with the author, March 3, 2013.
3. P. Y. Leung, MD, “Creating a Systemic Vision for Future Health,” keynote address, Hong Kong Hospital Authority Convention, Hong Kong, May 7, 2014.
4. Delos M. Cosgrove, MD (President and CEO, Cleveland Clinic), in discussion with the author, May 2014.
Index
Please note that index links point to page beginnings from the print edition. Locations are approximate in e-readers, and you may need to page down one or more times after clicking a link to get to the indexed material.
Abdulaziz Al-Rabeeah, Abdullah bin, 234
AboutFace, 162
Abu Dhabi, 67, 68, 234, 235
Accountability
of physicians for care delivery, 105–112
for service excellence, 167–168
Agency for Healthcare Research and Quality, 122
Alamo Rent-A-Car, 230
American Association for Communication in Healthcare (AACH), 189
American Hospital Association, 229–230
American Medical Group Association, 229–230
Andrella, Sue, 172–173
Anecdotal information, 130–131, 134–135, 172–174, 197–198, 219–220
Anger-hostility curve, 162
Apologies, 160–163
Arab Health Congress Leaders in Healthcare Conference, 234–235
Arts and Medicine Institute (Cleveland Clinic), 31
Ask 3/Teach 3 program for medication delivery, 201
Association for Patient Experience (AfPE), 35, 231–232
Association of Academic Health Centers, 229–230
Association of Professional Chaplains, 173
Bazemore, Robert H., 219, 220
Benzel, Edward, 191
Beryl Institute, 52–53
Best practices, 144–146, 153
for communication by physicians, 185–186
for service excellence, 164
Binder, Leah, 59–60
Black, Campbell, 82
Blue Cross Blue Shield of Massachusetts, 72
Bodden, Osbourne, 177–178
Boissy, Adrienne, 187–191, 194
Boom, Marc, 35, 82–83, 134–135, 230
Boston Children’s Hospital, 17
Brion, Arden, 84–86, 89
Bullying culture, 6–7, 101–102, 112–113, 216
Caesars Palace Las Vegas, 23
Call button response, 3, 204, 207, 208
Canadian Conference on Physician Leadership, 236
Canadian Medical Association, 236
Canadian Society of Physician Executives, 236
Cancer Treatment Centers of America, 230
Care coordination and planning, 77, 140–141, 213
Caregiver Celebrations, 73
Carter, James, 8
Carter, Susan, 8
Case Western Reserve University (CWRU) School of Medicine, 7–9, 232–233
Center for Excellence in Healthcare Communication (CEHC), 193
Centers for Medicare and Medicaid Services (CMS), 59, 205–206
HCAHPS scores. See HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems) scores
Medicare Conditions of Participation for hospitals, 108–110
Medicare Hospital Value-Based Purchasing Program (HVBP), 26, 106–107, 122, 182–183
patient grievances, 162–163
Physician Compare website, 111
CEO. See Cosgrove, Delos M. “Toby”
Chambers, John T., 23–24
Chief executive officer (CEO). See Cosgrove, Delos M. “Toby”
Chief experience officer (CXO), 11, 12, 33–37, 137–138
defining patient experience, 48–49, 53
implementation challenges, 137
personal learnings from Cleveland Clinic program implementation, 212–218
role in Patients First approach, 18, 26, 27, 38
Chief quality officer (CQO), 43, 68
Chik-fil-A, 171–172
Children’s Hospital of Pittsburgh, 230–231
Children’s National Health System, 230, 234
Children’s National Medical Center, 29–30
Cisco Systems, Inc., 23–24
Claridge, Jeffrey A., 128
C
leanliness, 50, 126, 147–148, 152, 221, 223
Cleveland Clinic, 220–227
Arts and Medicine Institute, 31
Canada operations, 67
challenges of organizational culture, 1–7, 31, 33–34, 66–67, 98–103, 112–113, 216, 220–221
challenges of patient experience, 1–7, 31, 103–108, 177–178
Chief executive officer (CEO). See Cosgrove, Delos M. “Toby”
Chief experience officer (CXO). See Chief experience officer (CXO)
community hospital network, 39–40, 48, 67, 69, 75–76, 145, 181, 192–194, 203, 213
concept of “One Cleveland Clinic,” 213
defining patient experience, 54–63, 71, 104, 225
Digestive Disease Institute, 11, 12, 89–92, 132
discontinuation of service navigator program, 149–152
Florida operations, 67, 178
focus on clinical outcomes, 14
former Department of Colorectal Surgery, 1–7, 11–12
former Department of Thoracic and Cardiovascular Surgery, 50, 181–186
founding culture of teamwork, 30, 65–67, 77–79, 112–116, 140–141
founding principle, 14, 77
geographically disbursed operations of, 67, 68, 166, 178, 213, 219–220, 234–235
Glickman Urological & Kidney Institute, 191
Heart & Vascular Institute, 145–146
institute model, 30–31, 37–39
leadership development conference, 236
Lerner College of Medicine, 188
Lou Ruvo Center for Brain Health (Las Vegas), 219–220
Lutheran Hospital (Cleveland) acquisition, 39–40
Medicine Institute, 180–181, 236
Mellen Center for Multiple Sclerosis, 187–188
Middle Eastern operations, 67, 68, 166, 234, 235
modification of organizational culture. See Cleveland Clinic Experience program
new leadership, 10–12
Office of Learning and Performance Development, 87
Office of Patient Experience, 11, 33–37, 87, 140
Ombudsman/Patient Relations Department, 168–170
Orthopaedic and Rheumatologic Institute, 38–39
partnership with Case Western Reserve University (CWRU), 232–233
partnership with Saudi Arabian Ministry of Health, 235
patient feedback and. See Patient feedback
private-practice physicians, 107–108, 109, 110, 113–114, 181, 192–194
Sydell and Arnold Miller Family Heart & Vascular Institute, 30, 158, 184–185
Cleveland Clinic Experience program, 81–96
Ask 3/Teach 3 program for medication delivery, 201
caregiver role for all employees, 73–75, 77–80, 157–159, 166–167, 216
Center for Excellence in Healthcare Communication (CEHC), 193
Communicate with H.E.A.R.T., 92, 94, 163–167
communication skills of nurses. See Communication skills of nurses
communication skills of physicians in. See Communication skills of physicians
designer patient gowns, 30–31
“empathy” videos, 171–174, 216, 233–234
employee wellness initiative, 30, 77
environmental services (EVS) team, 126, 147–148, 152, 221, 223
evaluation and outcome measures, 88, 92–94, 222–227. See also HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems) scores
executive/leadership rounds, 41–43, 50, 126–127, 148, 160, 212
facilitators, 87
focus groups, 84–86, 90–91, 164
Foundations of Healthcare Communication (FHC) one-day course, 189–191
Help Us Sustain Healing (HUSH) protocol, 147
Ideas for Tomorrow lecture series, 23–24
implementing, 87–88, 92–96, 211–227
leadership style and, 35–37, 40, 216–218
learning from others, 82–83
learning map development, 83–86, 89, 91
manager role in sustainability, 90–92, 94–95, 153–154, 214–215
mandatory participation, 86–92
nurse hourly rounds, 144–146, 153, 213
online engagement model on being a patient, 207–208
Patient Experience: Empathy & Innovation Summits, 191–192, 202, 219, 229–232, 237, 238
Patients First approach, 11, 13–28
patient surveys, 122–123, 124–125, 134, 135, 178–181
physician participation in, 86–92, 93–94, 105–118
“The Power of Today” marketing campaign, 36
Red Coat greeters/navigators, 158
Relationship: Establishment, Development, and Engagement (REDE) Model of Communication, 190, 191
reward/recognition programs, 42, 73, 82, 83, 105
transparency of data, 35–36, 111–112, 153, 181–186
Voice of the Patient Advisory Councils (VPACs), 132
Cleveland Metropolitan School District, 166
Clinician and Group Consumer Assessment of Healthcare Providers and Systems (CGCAHPS), 122, 193–194
Coach with H.E.A.R.T. program, 165–167
Committee-think, 214
Communicate with H.E.A.R.T., 92, 94, 163–167
Communication skills of nurses
call button response expectations, 3, 204, 207, 208
Communicate with H.E.A.R.T., 94, 163–167
HCAHPS data concerning, 59, 221, 222
managerial support for patient experience program, 145–146, 152
nurse hourly rounding, 144–146, 153, 213
physician-nurse communication, 125–126
Communication skills of physicians, 177–195. See also Patient feedback
Center for Excellence in Healthcare Communication (CEHC), 193
checklist of best practices, 185–186
Communicate with H.E.A.R.T., 94, 163–167
developing, 186–195
enhancing physician practice through, 188, 193–194
Foundations of Healthcare Communication (FHC) one-day course, 189–191
Four Habits Model (Frankel and Stein), 189
HCAHPS data concerning, 115, 123, 153, 181–188, 192–194, 221, 224
modeling by teachers and mentors, 60
in patient experience, 58–60, 115, 123, 153, 178–181
patient feedback on, 178–181
physician-nurse communication, 125–126
for private-practice physicians, 181, 192–194
Relationship: Establishment, Development, and Engagement (REDE) Model of Communication, 190, 191
transparency in. See Transparency
Consumer Reports, 111
Cosgrove, Delos M. “Toby”
annual “State of Cleveland Clinic” address, 173
in “CEO school,” 15–17
challenging patients and, 168
Cleveland Clinic Experience approach. See Cleveland Clinic Experience program
data transparency initiatives, 106–108, 181–186, 193–194
introduction of Patients First initiative, 15, 25, 26
invitation to become Secretary of Veteran’s Affairs, 233
joins Cleveland Clinic, 10–12, 213, 220, 225
leadership rounds, 41–43, 50, 160
modification of organizational culture, 66–67, 71–80
need for empathy with patients and, 31, 171, 173
nurse hourly rounds, 145–146
ownership of patient experience, 29–37, 104
“Patients First” as motto, 10–12, 15–17, 237
Coulton, Robert, 115–116
Culture. See Organizational culture
CXO. See Chief experience officer (CXO)
deBronkart, Dave (e-Patient Dave), 197, 209
Delivering Happiness, 71
Deloitte Consulting LLP, 52
Digestive Disease Institute (Cleveland Clinic), 11, 12, 89–92, 132
Doctors. See Communication skills of physicians; Physicians
Doctors Company, The, 193
Donley, Brian, 39–40
Dowling, Michael, 230
Duffy, Bridget, 33–34
Empathy, 170–174
apologies for failure of service excellence, 160–163
emotional intelligence and, 171–172
importance of, 31–32, 171
patient reasonableness and, 168–170, 204–207, 215
problems with medical school training, 7–9
videos on, 171–174, 216, 233–234
“Empathy: The Human Connection to Patient Care” (video), 171–174, 216, 233–234
Engelen, Lucien, 25
Enterprise Holdings, 230
Enterprise Rent-A-Car, 230
Excalibur Hotel & Casino(Las Vegas), 23
Fakieh, Adel, 234–235
Fattorini, Iva, 31
Fazio, Victor W., 1, 5–7, 11
Feedback. See Patient feedback
Feinberg, David T., 37, 41, 230
Fischbacher, Siegfried, 219–220
Florida, 67, 178
Forbes, 49
Forrester Research, 24, 32, 52, 70–71
Customer Experience Index, 17
Foundations of Healthcare Communication (FHC), 189–191
Four Habits Model (Frankel and Stein), 189
Francescutti, Louis Hugo, 236
Frankel, Richard, 189
Fung, John J., 132
Furstenberg, Diane von, 30–31
Galles, Jeffrey, 211–212
Gallup, 52, 98
Gallup Business Journal, 48
GE Healthcare, 230–231
General Electric (GE), 15, 230–231, 236
Gilligan, Timothy, 188–189
Glass, Steven C., 40, 41, 141
Gleason, Morgan, 201–202, 209
Glickman Urological & Kidney Institute (Cleveland Clinic), 191
Goleman, Daniel, 171
Gowns, patient, 30–31
Grinsven, Gerard van, 230
Hahn, Joseph F., 88–89, 186–188, 193–194, 214
Hall, Paige, 162
Hancock, K. Kelly, 39–40, 42, 145–146, 152
Harris, C. Martin, 77–78
Harrison, A. Marc, 68, 234
Harvard Business Review, 69, 103, 211, 216
Harvard Business School, 15, 24, 31, 138, 171
Harvard University, 13
HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems) scores, 140–154
cleanliness scores, 147–148, 152, 221, 223
Cleveland Clinic improvements in outcomes, 24, 221–225
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