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

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

3. “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)

4. 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

5. Empathy the Human Connection

6. 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

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

8. 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

9. 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

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

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