How to Communicate Effectively with Your Physician June 24, 2017 Carol Santalucia Director, Service Excellence & Culture

Agenda Work we are doing on this end Advice / Tips Build rapport with your doctor What to do when things are not going well

“The patient coming into the hospital should feel the touch of human kindness all through his treatment.” -John Phillips, MD Co-founder, Cleveland Clinic (1921)

Clarity of Priorities in Healthcare Ours Patients and Families 1. Productivity / Efficiency 1. Kindness / Compassion 2. Competence / Expertise 3. Safety 3. Productivity / Efficiency 4. Kindness / Compassion 4. Safety

Empathy the Human Connection

Service Philosophy & Objectives Increase the awareness of the impact of every patient, visitor and caregiver interaction Understand the role of the caregiver is greater than the tasks associated with his/her job Empower employees to deliver world-class care

Does changing our culture make a difference? Kinder care Better information sharing Compassionate practice

Leads to a range of improved health outcomes… Faster healing of wounds Reduced pain Reduced anxiety Reduced blood pressure Shorter hospital stays Shorter duration and severity of the common cold

Some Advice / Tips Come prepared – what is your goal of the visit and state it Listen – be in the moment Summarize / paraphrase Ask questions – have them written down

Build Rapport with Your Doctor Be intentional about this ǀ Own it ǀ Call it out if needed

What to do when things are not going well Discuss it Talk to an Ombudsman Change doctors, if necessary