Calvin Chou, MD, PhD, is Professor of Clinical Medicine at the University of California San Francisco (UCSF) and staff physician at the Veterans Administration (VA) Medical Center in San Francisco. As ACH's Vice President for External Education, he is nationally recognized for his efforts in education and research to enhance communication between patients and physicians.

Laura Cooley, PhD, is the Senior Director of Education and Outreach for ACH, where she leads strategic efforts to collaborate with institutions to develop and deliver customized communication skills training programs.

Klappentext

A proven prescription for effective communication that will empower health professionals to deliver the highest quality care from the Academy of Communication in Healthcare

Research shows that nothing impacts patient experiences more than the quality of communication. While beneficial, the latest in cutting-edge technology and techniques aren't enough to ensure the best possible care for patients. The key to better healthcare outcomes is communication.

Over the past four decades, the Academy of Communication in Healthcare has worked tirelessly with health systems, teaching communication skills that put relationships-between patients and providers, as well as among providers-at the center of care. Now, for the first time, ACH's proven and effective methodology is detailed in this invaluable step-by-step guide. You'll learn communication skills that will enable you to:

Provide more accurate diagnoses and effective treatments-and improve patient outcomes
Boost patient adherence and lower hospital readmission rates
Make fewer errors and reduce malpractice risks
Increase patient satisfaction and build teamwork among providers
Further develop your communication skill set-and help others do the same

In this practical-and potentially life-saving-volume, you'll discover special sections on teamwork, coaching, shared decision-making, feedback, conflict engagement, diversity, and communicating through hierarchy. The book also provides institutional initiatives to help you implement change in your organization and outlines a field-tested blueprint for healthier communication across the entire industry.

To create effective communication and meaningful connections in healthcare, trust ACH. Communication is literally its middle name.

Inhalt

AcknowledgmentsPrefacePart I: The Landscape Chapter 1: Building the Case for Communication and Relationships Calvin Chou, MD, PhD, FACH, Professor of Clinical Medicine, University of California, San FranciscoChapter 2: Communication and Patient Experience Peter R. Lichstein, MD, FACP, FACH, Professor of Medicine, Wake Forest School of Medicine, and Diane Sliwka, MD, Associate Professor of Medicine and Medical Director of the Patient and Provider Experience, University of California, San FranciscoPart II: The Fundamental Skill SetsChapter 3: Skill Set One: The Beginning of the Encounter Auguste H. Fortin VI, MD, MPH, Professor, Department of Medicine, Yale School of Medicine, and Lynnea Mills, MD, Assistant Professor, Division of Hospital Medicine, University of California, San FranciscoChapter 4: Skill Set Two: Skills That Build Trust William D. Clark, MD, DocCom Editor Emeritus, and Matthew Russell, MD, Medical Director, Community Living Center and Associate Chief of Geriatrics and Extended Care, VA Boston Healthcare Chapter 5: Skill Set Three: Delivering Diagnoses and Treatment Plans Carol M. Chou, MD, Associate Professor of Clinical Medicine Perelman School of Medicine, University of PennsylvaniaPart III: Practical Applications of the Skill SetsChapter 6: Challenging Conversations with Patients Jenni Levy, MD, FACH, President, American Academy on Communication in HealthcareChapter 7: The Skill Sets and the Electronic Health Record Pamela Duke, MD, Associate Professor of Medicine, Drexel University College of MedicineChapter 8: Patient Engagement and Motivational Interviewing Krista M. Hirschmann, PhD, CEO, FlinCare, and Calvin Chou, MD, PhD, FACH, Professor of Clinical Medicine, University of California, San FranciscoChapter 9: Shared Decision-Making Nan Cochran, MD, FACH, Associate Professor, The Dartmouth Institute and Geisel School of Medicine at Dartmouth, and Calvin Chou, MD, PhD, FACH, Professor of Clinical Medicine, University of California, San FranciscoChapter 10: Feedback: A Commitment to the Relationship Ryan Laponis, MD, MSci, FACH, Assistant Clinical Professor, Department of Medicine, University of California, San FranciscoChapter 11: Appreciative Coaching: "I Want to Be Known as the Clinician Who..." Maysel Kemp White, PhD, MFT, FACH, Healthcare Quality and Communication Improvement, LLC, and Calvin Chou, MD, PhD, FACH, Professor of Clinical Medicine, University of California, San FranciscoChapter 12: Communicating Effectively on Healthcare Teams James R. Bell, MS, PA-C, Assistant Professor, Daemen College, and Calvin Chou, MD, PhD, FACH, Professor of Clinical Medicine, University of California, San FranciscoChapter 13: Challenging Conversations with Colleagues Nan Cochran, MD, FACH, Associate Professor, The Dartmouth Institute and Geisel School of Medicine at DartmouthChapter 14: Culture and Diversity Denise L. Davis, MD, FACH, Clinical Professor of Medicine, University of California, San FranciscoChapter 15: Communicating Across Hierarchy Timothy Gilligan, MD, Associate Professor of Medicine and Vice-Chair for Education, Cleveland Clinic Taussig Cancer Institute, and Kara Myers, CNM, MS, Clinical Professor, Zuckerberg San Francisco General Hospital and Trauma CenterPart IV: Instituting Communication InitiativesChapter 16: Teaching the Skill Sets R. Ellen Pearlman, MD, Associate Dean for Advanced Clinical Learning, Hofstra Northwell School of MedicineChapter 17: Developing Facilitators in Train-the-Trainer Programs: Establishing Local Influence Calvin Chou, MD, PhD, FACH, Professor of Clinical Medicine, University of California, San Francisco, and Laura Cooley, PhD, Senior Director of Education and Outreach, Academy of Communication in Healthcare Chapter 18: Implementation and Planning: Supporting Organizational Change Cathy Risdon, MD, DMan, CCFP, FCFP, Professor, Department of Family Medicine, McMaster University, and Laura Cooley, PhD, Director of Education and Outreach, American Academy on Communication in HealthcareNotesIndex