Communication the Cleveland Clinic Way

by Adrienne Boissy

  11. S. D. Preston and F. B. de Waal, “Empathy: Its Ultimate and Proximate Bases,” The Behavioral and Brain Sciences 25 (2002): 1–20, discussion 20–71; B. C. Bernhardt and T. Singer, “The Neural Basis of Empathy,” Annual Review of Neuroscience 35 (2012): 1–23.

  12. A. Verghese, “Culture Shock—Patient as Icon, Icon as Patient,” New England Journal of Medicine 359 (2008): 2748–51.

  13. A. R. Boissy, P. J. Ford, R. C. Edgell et al., “Ethics Consultations in Stroke and Neurological Disease: A 7-Year Retrospective Review,” Neurocritical Care 9 (2008): 394–99.

  Chapter 2

  1. A. R. Boissy and P. J. Ford, “A Touch of MS: Therapeutic Mislabeling,” Neurology 78 (2012): 1981–85.

  2. Boissy, A., A. K. Windover, D. Bokar, M. Karafa, K. Neuendorf, R. M. Frankel, J. Merlino, and M. B. Rothberg. “Communication Skills Training for Physicians Improves Patient Satisfaction.” [In Eng]. J Gen Intern Med (Feb 26 2016).doi:10.1007/s11606-016-3597-2.

  3. H. T. Stelfox, T. K. Gandhi, E. J. Orav, et al., “The Relation of Patient Satisfaction with Complaints Against Physicians and Malpractice Lawsuits,” American Journal of Medicine 118 (2005): 1126–33; F. Fullam, A. N. Garman, T. J. Johnson, et al., “The Use of Patient Satisfaction Surveys and Alternative Coding Procedures to Predict Malpractice Risk,” Medical Care 47 (2009): 553–59; N. Ambady, D. Laplante, T. Nguyen, et al., “Surgeons’ Tone of Voice: A Clue to Malpractice History,” Surgery 132 (2002): 5–9; W. Levinson, D. L .Roter, J. P. Mullooly et al., “Physician-Patient Communication. The Relationship with Malpractice Claims Among Primary Care Physicians and Surgeons,” JAMA: The Journal of the American Medical Association 277 (1997): 553–59.

  Chapter 3

  1. P. G. Henwood and E. M. Altmaier, “Evaluating the Effectiveness of Communication Skills Training: A Review of Research,” Clinical Performance and Quality Health Care 4 (1996): 154–58; J. K. Rao, L. A. Anderson, T. S. Inui et al., “Communication Interventions Make a Difference in Conversations Between Physicians and Patients: A Systematic Review of the Evidence,” Medical Care 45 (2007): 340–49.

  2. M. A. Stewart, “Effective Physician-Patient Communication and Health Outcomes: A Review,” CMAJ 152 (1995): 1423–33; S. J. Griffin, A. L. Kinmonth, M. W. Veltman et al., “Effect on Health-Related Outcomes of Interventions to Alter the Interaction Between Patients and Practitioners: A Systematic Review of Trials,” Annals of Family Medicine 2 (2004): 595–608.

  3. T. Stein, R. M. Frankel, and E. Krupat, “Enhancing Clinician Communication Skills in a Large Healthcare Organization: A Longitudinal Case Study,” Patient Education and Counseling 58 (2005): 4–12; S. Williams, J. Weinman, and J. Dale, “Doctor-Patient Communication and Patient Satisfaction: A Review,” Family Practice 15 (1998): 480–92.

  4. S. Smith, J. L. Hanson, L. R. Tewksbury et al., “Teaching Patient Communication Skills to Medical Students: A Review of Randomized Controlled Trials,” Evaluation & the Health Professions 30 (2007): 3–21; M. Berkhof, H. J. van Rijssen, A. J. Schellart et al., “Effective Training Strategies for Teaching Communication Skills to Physicians: An Overview of Systematic Reviews,” Patient Education and Counseling 84 (2011): 152–62; I. Merckaert, Y. Libert, and D. Razavi, “Communication Skills Training in Cancer Care: Where Are We and Where Are We Going?,” Current Opinion in Oncology 17 (2005): 319–30.

  5. Griffin et al., “Effect on Health-Related Outcomes of Interventions to Alter the Interaction Between Patients and Practitioners”; Berkhof, van Rijssen, and Schellart et al., “Effective Training Strategies for Teaching Communication Skills to Physicians”; Z. Kelm, J. Womer, J. K. Walter et al., “Interventions to Cultivate Physician Empathy: A Systematic Review,” BMC Medical Education 14 (2014): 219; R. L. Hulsman, W. J. Ros, J. A. Winnubst et al., “Teaching Clinically Experienced Physicians Communication Skills. A Review of Evaluation Studies,” Medical Education 33 (1999): 655–68.

  6. Berkhof et al., “Effective Training Strategies for Teaching Communication Skills to Physicians”; C. A. Moulton, D. Tabak, R. Kneebone et al., “Teaching Communication Skills Using the Integrated Procedural Performance Instrument (IPPI): A Randomized Controlled Trial,” American Journal of Surgery 197 (2009): 113–18.

  7. A. L. Suchman, K. Markakis, H. B. Beckman et al., “A Model of Empathic Communication in the Medical Interview,” JAMA: The Journal of the American Medical Association 277 (1997): 678–82.

  8. M. S. Knowles, E. F. Holton, R. A. Swanson, The Adult Learner: The Definitive Classic in Adult Education and Human Resource Development, 7th ed. (Amsterdam, Boston: Elsevier, 2011).

  9. Berkhof, van Rijssen, Schellart et al., “Effective Training Strategies for Teaching Communication Skills to Physicians.”

  10. Ibid.

  Chapter 4

  1. A. L. Suchman and D. A. Matthews, “What Makes the Patient-Doctor Relationship Therapeutic? Exploring the Connexional Dimension of Medical Care,” Annals of Internal Medicine 108 (1988): 125–30.

  2. L. J. Cozolino, The Neuroscience of Human Relationships: Attachment and the Developing Social Brain (New York, London: Norton & Company, 2014).

  3. Ibid.

  4. Suchman and Matthews, “What Makes the Patient-Doctor Relationship Therapeutic?”; Z. Di Blasi, E. Harkness, E. Ernst et al., “Influence of Context Effects on Health Outcomes: A Systematic Review,” Lancet 357 (2001): 757–62; J. C. Norcross, “Relationships That Work: Evidence-Based Responsiveness,” 2001; J. M. Kelley, G. Kraft-Todd, L. Schapira et al., “The Influence of the Patient-Clinician Relationship on Healthcare Outcomes: A Systematic Review and Meta-Analysis of Randomized Controlled Trials,” PLOS ONE 9 (2014): e94207.

  5. A. L. Suchman and P. Williamson, “An Introduction to Relationship-Centered Care,” in Leading Change in Healthcare: Transforming Organizations Using Complexity, Positive Psychology and Relationship-Centered Care, eds. A. Suchman, D. Sluyter, and P. Williamson (London: Radcliffe Publishing, 2011); M. Schmid Mast, “Dominance and Gender in the Physician-Patient Interaction,” Journal of Men’s Health & Gender 1 (2004): 354–58.

  6. J. E. Carrillo, A. R. Green, and J. R. Betancourt, “Cross-Cultural Primary Care: A Patient-Based Approach,” Annals of Internal Medicine 130 (1999): 829–34; G. L. Engel, “The Need for a New Medical Model: A Challenge for Biomedicine,” Science 196 (1977): 129–36; I. R. McWhinney, “Beyond Diagnosis: An Approach to the Integration of Behavioral Science and Clinical Medicine,” New England Journal of Medicine 287 (1972): 384–87.

  7. S. Garba, A. Ahmed, A. Mai et al., “Proliferations of Scientific Medical Journals: A Burden or a Blessing,” Oman Medical Journal 25 (2010): 311–14.

  8. P. G. Armour, “The Learning Edge,” Communications of the ACM 49 (2006): 19; M. Csikszentmihalyi, Flow: The Psychology of Optimal Experience, 1st ed. (New York: Harper & Row, 1990).

  9. Suchman and Matthews, “What Makes the Patient-Doctor Relationship Therapeutic?”; D. Roter, “The Enduring and Evolving Nature of the Patient-Physician Relationship,” Patient Education and Counseling 39 (2000): 5–15.

  10. Pew Health Professions Commission, C. P. Tresolini, Health Professions Education and Relationship-Centered Care: Report (San Francisco, CA: Pew Health Professions Commission, UCSF Center for the Health Professions, 1994).

  11. M. C. Beach and T. Inui, Relationship-Centered Care Research Network, “Relationship-Centered Care: A Constructive Reframing,” Journal of General Internal Medicine 21, suppl. 1 (2006): S3–8.

  12. R. M. Epstein, P. Franks, K. Fiscella et al., “Measuring Patient-Centered Communication in Patient-Physician Consultations: Theoretical and Practical Issues,” Social Science & Medicine 61 (2005): 1516–28.

  13. R. L. Street Jr., G. Makoul, N. K. Arora et al., “How Does Communication Heal? Pathways Linking Clinician-Patient Communication to Health Outcomes,” Patient Education and Counseling 74 (2009): 295–301.

  14. A. Bandura, “Self-Efficacy: Toward a Unifying Theory of Behavioral Change,” Psychological Review 84 (1977): 191–215, 1977.

  15. Beach a
nd Inui, “Relationship-Centered Care.”

  16. L. M. Ong, J. C. de Haes, A. M. Hoos et al., “Doctor-Patient Communication: A Review of the Literature,” Social Science & Medicine 40 (1995): 903–18; K. B. Zolnierek and M. R. Dimatteo, “Physician Communication and Patient Adherence to Treatment: A Meta-Analysis,” Medical Care 47 (2009): 826–34; T. D. Molfenter and R. L. Brown, “Effects of Physician Communication and Family Hardiness on Patient Medication Regimen Beliefs and Adherence,” General Medicine 2 (2014): 136.

  17. L. B. Mauksch, D. C. Dugdale, S. Dodson et al., “Relationship, Communication, and Efficiency in the Medical Encounter: Creating a Clinical Model from a Literature Review,” Archives of Internal Medicine 168 (2008): 1387–95.

  18. V. F. Keller and J. G. Carroll, “A New Model for Physician-Patient Communication,” Patient Education and Counseling 23 (1994): 131–40; S. M. Kurtz, J. Silverman, J. Draper et al., Teaching and Learning Communication Skills in Medicine, 2nd ed. (Oxford, San Francisco: Radcliffe Pub., 2005); R. M. Frankel and T. Stein, “Getting the Most Out of the Clinical Encounter: The Four Habits Model,” Journal of Medical Practice Management 16 (2001): 184–91; G. Makoul, “The SEGUE Framework for Teaching and Assessing Communication Skills,” Patient Education and Counseling 45 (2001): 23–34; R. C. Smith, Patient-Centered Interviewing: An Evidence-Based Method (Philadelphia: Lippincott Williams & Wilkins, 2002); S. A. Cole and J. Bird, The Medical Interview: The Three-Function Approach (Mosby, 2000); G. Makoul, “Essential Elements of Communication in Medical Encounters: The Kalamazoo Consensus Statement,” Academic Medicine 76 (2001): 390–93.

  19. M. C. Beach and T. Inui, Relationship-Centered Care Research Network, “Relationship-Centered Care: A Constructive Reframing,” Journal of General Internal Medicine 21, suppl. 1 (2006): S3–8.

  20. Beach and Inui, “Relationship-Centered Care.”

  21. J. M. Gottman and N. Silver, The Seven Principles for Making Marriage Work (New York: Crown Publishers, 1999).

  22. M. Bar, M. Neta, and H. Linz, “Very First Impressions,” Emotion 6 (2006): 269–78; W. F. Chaplin, J. B. Phillips, J. D. Brown et al, “Handshaking, Gender, Personality, and First Impressions,” Journal of Personality and Social Psychology 79 (2000): 110–17; F. W. Platt, D. L. Gaspar, J. L. Coulehan et al., “ ‘Tell Me About Yourself’: The Patient-Centered Interview,” Annals of Internal Medicine 134 (2001): 1079–85; A. J. Barsky 3rd, “Hidden Reasons Some Patients Visit Doctors,” Annals of Internal Medicine 94 (1981): 492–98; G. Makoul, A. Zick, and M. Green, “An Evidence-Based Perspective on Greetings in Medical Encounters,” Archives of Internal Medicine 167 (2007): 1172–76.

  23. Chaplin et al., “Handshaking, Gender, Personality, and First Impressions”; Makoul, Zick, and Green, “An Evidence-Based Perspective on Greetings in Medical Encounters.”

  24. Platt et al., “Tell Me About Yourself.”

  25. J. Nystrup, J. H. Larsen, and O. Risor, “Developing Communication Skills for the General Practice Consultation Process,” Sultan Qaboos University Medical Journal 10 (2010): 318–25; J. F. Middleton, R. K. McKinley, and C. L. Gillies, “Effect of Patient Completed Agenda Forms and Doctors’ Education About the Agenda on the Outcome of Consultations: Randomised Controlled Trial,” BMJ: British Medical Association 332 (2006): 1238–42; W. Langewitz, M. Denz, A. Keller et al., “Spontaneous Talking Time at Start of Consultation in Outpatient Clinic: Cohort Study,” BMJ: British Medical Association 325 (2002): 682–83; R. J. Henbest, G. S. Fehrsen, “Patient-Centredness: Is It Applicable Outside the West? Its Measurement and Effect on Outcomes,” Family Practice 9 (1992): 311–17.

  26. P. A. Barrier, J. T. Li, and N. M. Jensen, “Two Words to Improve Physician-Patient Communication: What Else?,” Mayo Clinic Proceedings 78 (2003): 211–14; J. Heritage, J. D. Robinson, M. N. Elliott et al., “Reducing Patients’ Unmet Concerns in Primary Care: The Difference One Word Can Make,” Journal of General Internal Medicine 22 (2007): 1429–33; L. H. Baker, D. O’Connell, and F. W. Platt, “ ‘What Else?’ Setting the Agenda for the Clinical Interview,” Annals of Internal Medicine 143 (2005): 766–70.

  27. Middleton, McKinley, and Gillies, “Effect of Patient Completed Agenda Forms and Doctors’ Education.”

  28. P. Sankar and N. L. Jones, “To Tell or Not to Tell: Primary Care Patients’ Disclosure Deliberations,” Archives of Internal Medicine 165 (2005): 2378–83; R. C. Burack and R. R. Carpenter, “The Predictive Value of the Presenting Complaint,” Journal of Family Practice 16 (1983): 749–54.

  29. J. White, W. Levinson, and D, Roter, “ ‘Oh, by the Way . . .’: The Closing Moments of the Medical Visit,” Journal of General Internal Medicine 9 (1994): 24–28.

  30. R. S. Margalit, D. Roter, M. A. Dunevant et al., “Electronic Medical Record Use and Physician-Patient Communication: An Observational Study of Israeli Primary Care Encounters,” Patient Education and Counseling 61 (2006): 134–41.

  31. A. K. Windover, J. Harry Isaacson, Lily C. Pien, J. Merrell, and Amy S. Moore, Relationship-Centered Healthcare Communication: An Advanced Topic Guide (Createspace, 2014); P. Duke, R. M. Frankel, and S. Reis, “How to Integrate the Electronic Health Record and Patient-Centered Communication into the Medical Visit: A Skills-Based Approach,” Teaching and Learning in Medicine 25 (2013): 358–65.

  32. J. M. Morse, J. Bottorff, G. Anderson et al., “Beyond Empathy: Expanding Expressions of Caring,” Journal of Advanced Nursing 53 (1991): 75–87.

  33. A. L. Suchman, K. Markakis, H. B. Beckman et al., “A Model of Empathic Communication in the Medical Interview,” JAMA: The Journal of the American Medical Association 277 (1997): 678–82.

  34. D. S. Morse, E. A. Edwardsen, and H. S. Gordon, “Missed Opportunities for Interval Empathy in Lung Cancer Communication,” Archives of Internal Medicine 168 (2008): 1853–58.

  35. W. Levinson, R. Gorawara-Bhat, and J. Lamb, “A Study of Patient Clues and Physician Responses in Primary Care and Surgical Settings,” JAMA: The Journal of the American Medical Association 284 (2000): 1021–27.

  36. Barsky 3rd, “Hidden Reasons Some Patients Visit Doctors”; M. Hojat, D. Z. Louis, F. W. Markham et al., “Physicians’ Empathy and Clinical Outcomes for Diabetic Patients,” Academic Medicine 86 (2011): 359–64; F. Derksen, J. Bensing, and A. Lagro-Janssen, “Effectiveness of Empathy in General Practice: A Systematic Review,” British Journal of General Practice: The Journal of the Royal College of General Practitioners 63 (2013): 76–84.

  37. J. L. Coulehan, F. W. Platt, B. Egener et al., “ ‘Let Me See If I Have This Right . . .’: Words That Help Build Empathy,” Annals of Internal Medicine 135 (2001): 221–27; E. Rautalinko, H. O. Lisper, and B. Ekehammar, “Reflective Listening in Counseling: Effects of Training Time and Evaluator Social Skills,” American Journal of Psychotherapy 61 (2007): 191–209; K. Tallman, T. Janisse, R. M. Frankel, S. H. Sung, E. Krupat, and J. T. Hsu, “Communication Practices of Physicians with High Patient-Satisfaction Ratings,” The Permanente Journal 11 (2007): 19–29.

  38. M. K. Marvel, R. M. Epstein, K. Flowers et al., “Soliciting the Patient’s Agenda: Have We Improved?,” JAMA: The Journal of the American Medical Association 281 (1999): 283–87; H. B. Beckman, R. M. Frankel, “The Effect of Physician Behavior on the Collection of Data,” Annals of Internal Medicine 101 (1984): 692–96.

  39. K. Koppett, Training to Imagine: Practical Improvisational Theatre Techniques for Trainers and Managers to Enhance Creativity, Teamwork, Leadership and Learning (Sterling, VA: Stylus Pub., 2013).

  40. W. W. Weston, J. B. Brown, and M. A. Stewart, “Patient-Centred Interviewing Part I: Understanding Patients’ Experiences,” Canadian Family Physician 35 (1989): 147–51.

  41. Marvel et al., “Soliciting the Patient’s Agenda”; Beckman and Frankel, “The Effect of Physician Behavior.”

  42. Weston, Brown, and Stewart, “Patient-Centred Interviewing Part I.”

  43. Carrillo, Green, and Betancourt, “Cross-Cultural Primary Care”; A. Kleinman, L. Eisenberg, and B. Good, “Culture, Illness, and Care:
Clinical Lessons from Anthropologic and Cross-Cultural Research,” Annals of Internal Medicine 88 (1978): 251–58.

  44. B. Starfield, C. Wray, K. Hess et al., “The Influence of Patient-Practitioner Agreement on Outcome of Care,” American Journal of Public Health 71 (1981): 127–31.

  45. Ong et al., “Doctor-Patient Communication”; M. Heisler, R. R. Bouknight, R. A. Hayward et al., “The Relative Importance of Physician Communication, Participatory Decision Making, and Patient Understanding in Diabetes Self-Management,” Journal of General Internal Medicine 17 (2002): 243–52.

  46. Y. Schenker, A. Fernandez, R. Sudore et al., “Interventions to Improve Patient Comprehension in Informed Consent for Medical and Surgical Procedures: A Systematic Review,” Medical Decision Making: An International Journal of the Society for Medical Decision Making 31 (2011): 151–73.

  47. Street et al., “How Does Communication Heal?”; Heisler et al., “The Relative Importance of Physician Communication”; Schenker et al., “Interventions to Improve Patient Comprehension.”

  48. Heisler et al., “The Relative Importance of Physician Communication”; D. L. Roter, M. Stewart, S. M. Putnam et al., “Communication Patterns of Primary Care Physicians,” JAMA: The Journal of the American Medical Association 277 (1997): 350–56; M. Stewart, J. B. Brown, A. Donner et al., “The Impact of Patient-Centered Care on Outcomes,” Journal of Family Practice 49 (2000): 796–804.

  49. W. R. Miller and S. Rollnick, Motivational Interviewing: Preparing People for Change, 2nd ed. (New York: Guilford Press, 2002).