10.Conclusion: High-Value Communication

MODULE 7 | Section 10 of 10

Conclusion: Coordinating Care for Patients

MODULE 10 SUMMARY

Our success in delivering on the promises of high-value care will depend on our ability to effectively communicate with patients and the public. Patients who seek care have natural concerns that must be effectively addressed in an empathetic and caring manner. Directing approaches that appeal to evidence are unlikely to be as effective as guiding approaches, where we:

- - Begin with active, empathetic listening;
  - Get to know a few things that make that person special;
  - Elicit patient beliefs and questions;
  - Summarize and legitimize their concerns;
  - Use non-technical language and pause for questions between points;
  - Focus on creating a partnership; and
  - Have “scripts” for common scenarios.

High-value communication is a “team sport,” requiring reinforcing efforts from all health care professionals and participation from patients.

MODULE 7 SECTION SUMMARIES

SECTION 2

Sometimes, even saying all the right things goes wrong. This Story from the Frontlines video explores the challenges inherent in even the best communication.

SECTION 3

The pitfalls of communication and issues that can affect decision making, both on the side of the patient and that of the clinician, are explored

SECTION 4

Effective communication is a science, and there are techniques that can be utilized to make successfully approach communication. These strategies and common scripts and talking points are discussed.

SECTION 5

Training in clinician communication needs to start early and be modeled correctly by more senior clinicians. Tools to aid in this are provided.

SECTION 6

All members of interprofessional teams and professional experience need to be invited to communicate openly and in a manner that ensures patient safety and value.

SECTION 7

In order for clinician-patient communication to be most effective and most based in value, the patient needs to be a collaborative partner in treatment discussions and decisions. Strategies and tools that can aid in patient empowerment are provided and discussed.

SECTION 8

The Cleveland Clinic has developed itself one of the premier institutions in the country providing patient-focused care and communication frameworks. These are explored in a Care Redesign Case.

SECTION 9

Users navigate a treatment discussion with a patient during which a variety of the pitfalls and communication strategies presented throughout the module are authentically presented.

Learn More

VIDEO MODULE

Academy of Communication in Healthcare

The Academy of Communication in Healthcare provides resources including webinars, certifications, workshops, and literature to aid with patient and interprofessional communication.

ACH website, 2018