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Communication Rx: Transforming Healthcare Through Relationship-Centered Communication, by Calvin L. Chou

Download PDF Communication Rx: Transforming Healthcare Through Relationship-Centered Communication, by Calvin L. Chou

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From the Back Cover

“This book provides a blueprint for almost all interactions in healthcare, not just between patients and clinicians, but also among colleagues. Communication Rx is a must-read for anyone who is interested in improving quality and safety―and that should be everyone!”―Donald M. Berwick, MD, MPP, President Emeritus and Senior Fellow, Institute for Healthcare Improvement“An unrivaled collection of thought leaders together in one foundational resource on patient-centered communication. Improving how we communicate in healthcare is critical to advancing patient safety, quality, and experience. Now, the professional men and women of the AACH, who represent the best and brightest in the industry, have come together to deliver the most up-to-date and comprehensive piece of work yet that advances this critical work. This book is a must-have reference for healthcare leaders, providers, patients, and families.”―James Merlino, MD, President and Chief Medical Officer, Strategic Consulting, Press Ganey Associates, Inc.; former Chief Experience Officer, Cleveland Clinic; and author of Service Fanatics â€œAt a time when technology has created virtual worlds; when it is possible to finance a house, talk across continents, or see unfiltered news images with one mouse click, the encounter between patients and physicians in one another’s presence remains sacrosanct. The authors of Communication Rx have given us one of the best and most comprehensive evidence-based guides to navigating the intricacies of this relationship to date. It is the best prescription I can think of for unlocking the healing potential of the patient-clinician relationship.”―Richard M. Frankel, PhD, Professor of Medicine, Indiana University School of Medicine“When my work in healthcare started to focus on management and leadership, my late father gave me one book, Language in Thought and Action by S.I. Hayakawa. I think Communication Rx is the sequel that Hayakawa might have written if he had plunged into exploration of the application of his ideas in healthcare. In it, true experts describe the fundamental skill sets for effective communication with patients and among clinicians. It is more than a book about how to talk and how to listen; it is a manual for developing relationships that can adapt to the pressures and unpredictability of medicine.” â€•Thomas H. Lee, MD, Chief Medical Officer, Press Ganey Associates, Inc.; and author of The Epidemic of Empathy in Healthcare“Change will only come when everyone in the healthcare workforce has developed solid communication skills and the ability to deal effectively with differences. This wonderful book provides practical guidance on how to enhance your communication skills and how to work well with others. Essential reading for our times.” â€•Elliott S. Fisher, MD, MPH, John E. Wennberg Distinguished Professor of Health Policy, Medicine, and Community and Family Medicine, Geisel School of Medicine, Dartmouth“An engaging and evidence-based book on the necessity of communication in healthcare to reduce the epidemic of suffering, this guide to improving healthcare communication is a must-read for caregivers who want to make a difference in the lives of the patients they serve.”―Christina Dempsey, MSN, MBA, CNOR, CENP, FAAN, SVP and Chief Nursing Officer,Press Ganey Associates, Inc., and author of The Antidote to Suffering   â€œWhether you’re a clinician interested in improving your communication with patients, a teacher seeking to arm your students with useful tools and techniques, or a healthcare executive intent on improving your system’s patient survey results, this well written and practical book will be an indispensable companion.” â€•Robert M. Wachter, MD, Professor and Chair, Department of Medicine, University of California, San Francisco; and author of the New York Times science bestseller The Digital Doctor“Communication is easily the most powerful tool in the medical armamentarium, yet attention to this in training programs has been scant. Communication Rx provides direct and practical skills for both clinicians and teachers. It is an invaluable resource for medical professionals across the healthcare spectrum, and a welcome addition to the medical canon.” â€•Danielle Ofri, MD, PhD, author of What Patients Say, What Doctors Hear“This remarkable, well-edited text reminds us all of the importance of effective communication and provides the reader with specific recommendations on how to hone those critical skills which facilitate the building of meaningful relationships. This resource not only offers practical guidance on how to listen more effectively and thereby improve the quality of care, it also serves to remind us of the joy that is possible in caring for others.” â€•Michael C. Bennick, MD, MA, AGAF, FACP, Associate Chief of Medicine, Medical Director of the Patient Experience, and Chairman, Patient Experience Council“Composed of brief readable chapters richly illustrated with vignettes, Communication Rx offers practical guidance across a wide range of topics, ranging from the timeless fundamentals of communication and relationship skills to current state-of-the-art topics such as electronic records and culture and diversity. What’s more, it goes well beyond patient-clinician relationships to look at communication on healthcare teams and organizational culture. This book is the new reference standard for relationship-centered care.”  â€•Anthony Suchman, MD, MA, Founder and Senior Consultant, Relationship Centered Health Care“No one should be practicing medicine, running a department or a health care system without mastering the tools and skills in this compact, beautifully written book on communicating with patients, families, and our colleagues in healthcare.” â€•Douglas Stone and Sheila Heen, New York Times bestselling coauthors of Difficult Conversations â€œAt a time when clinician burnout is on the rise and patient frustrations with our debilitated healthcare delivery system continue to escalate, Chou and Cooley provide a timely and comprehensive guide that can turn the tide. By helping clinicians enhance their communication skills, the stronger patient-clinician relationships that ensue will lead to better care and more joy in practice. This material is essential for the toolbox of every clinician, leader, and learner in healthcare.” â€•Vivian S. Lee, MD, PhD, MBA, former CEO, University of Utah Healthcare; and former Dean, University of Utah School of Medicine“Drs. Chou and Cooley have assembled a remarkable group of recognized communication experts to address a clear deficit in modern medicine: the underutilization of the power of effective, intimate connection between provider and patient. Through a series of insightful and delightfully true examples, they weave an accurate accounting of how optimal communication can result in both enhanced patient outcomes and increased professional satisfaction, a true win/win. I know of no other book that addresses the incredible potential of patient-centered communication more cogently. As a healthcare executive, I see great value here for patients, physicians, and healthcare leaders alike.” â€•Howard B. Graman, MD, former Chair, Board of American Medical Group Association; and former CEO, PeaceHealth Medical Group“Experience equals quality for patients. Good communication allows for greater trust and better relationships between patient and providers. In today’s world of increasing transparency where every experience is shared, it is critical that providers have the skills they need to build and maintain that trusting relationship with their patients. The concepts and skills described in this book establish an excellent foundation for interpersonal communication improving patient outcomes and provider wellbeing.” â€•Sara Laskey, MD, VP and Chief Experience Officer, MetroHealth System; and Executive Board Member, The Beryl Institute â€œExcellent resource for all Experience leaders and a must-read for all clinicians. This book is a perfect reminder that we treat human beings, not diseases, and effective communication is the key to all human interactions. It’s a step-by-step guide to deal with all kinds of communication challenges with practical tools, deeply rooted in scientific principles.” â€•Alpa Sanghavi, MD, Chief Quality and Experience Officer, San Mateo Medical Center“Patients, providers, administrators, and our entire healthcare team benefit when communication is done in the service of our interpersonal and interprofessional relationships. Our clinicians and administrators have found great value in the skills and training outlined in this book. Local expert trainers―both clinicians and nonclinicans―have been critical to the success of our communication program and to the value we are realizing as more and more colleagues adopt these evidence-based skills.” â€•Angela Hochhalter, PhD, VP Patient Centered Care Redesign, Baylor Scott & White Health“We know from surveys that our patients are concerned that clinical providers may not be meeting their expectations with regard to certain items that are important to them during their clinical encounters. These include understanding and acknowledging the patients’ goals for treatment, appreciating the impact of their suffering on their personal lives and emotions, and imparting empathy. In addition, there is the perception that the explanations of the diagnosis, evaluation, and treatment plans for their disorders could be improved. One of the key factors contributing to these concerns is the absence of formal patient- and relationship-centered communication education during medical school and postgraduate residency training. The ACH has for many years focused its activities on developing evidence-based training curricula to improve this communication process for our clinicians, and their efforts have been successful in enhancing the skills of those who have participated in these training programs. Within our own system, the initial results for our faculty have shown an impressive improvement in patient survey responses. This book further enhances the mission for effective physician-patient communication by providing a rich source of information on this very important subject. An extensive panel of experts share the evidence that forms the basis for the valuable educational initiatives provided by the ACH.”―David B. Schwartz, MD, FACOG, FRCOG, FCOG (SA), Director of Clinical Affairs, Special Programs, Office of the Dean; and Clinical Professor of Obstetrics and Gynecology, Maternal Fetal Medicine, University of Maryland School of Medicine â€œRelationship-centered communication (RCC) is the cornerstone for my interactions with patients and colleagues. In the clinical setting, it’s the framework for all I do, shaping my communication with patients, their visitors, and the interdisciplinary care team. RCC imbues all my teaching with house officers and medical students. It is gratifying to see UCSF trainees embrace these simple, profoundly effective skills. As the physician lead for patient and staff experience at Zuckerberg San Francisco General, we have developed a core team to spread RCC across the organization to providers, staff and volunteers, convinced that it will enrich all who touch our campus.”―Jeff Critchfield, MD, Chief Medical Experience Officer, Medical Director, Risk Management, Zuckerberg San Francisco General Hospital and Trauma Center; and Professor of Medicine, University of California, San Francisco 

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About the Author

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.

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Product details

Hardcover: 272 pages

Publisher: McGraw-Hill Education; 1 edition (October 3, 2017)

Language: English

ISBN-10: 1260019748

ISBN-13: 978-1260019742

Product Dimensions:

6.7 x 1 x 9.2 inches

Shipping Weight: 1.1 pounds (View shipping rates and policies)

Average Customer Review:

4.8 out of 5 stars

6 customer reviews

Amazon Best Sellers Rank:

#282,883 in Books (See Top 100 in Books)

This is an exceptional book. As a healthcare professional involved in medical education, I find challenges both in my own communication as well as in teaching these skills to my learners. I thought this book did a wonderful job of providing a framework for common communication issues without losing the nuance that good communication depends on. This is a must read if you are a healthcare provider.

This is a highly readable book, full of wisdom and practical instruction on improving clinicians communication skills. As a primary care physician, I found the example scenarios very real and thoughtfully addressed. I recommend this book to any clinicians looking to gain more productive and satisfying relationships with patients. Also is extremely well referenced.

Great book! A must-read for anyone who cares about healthcare and especially for anyone who has responsibility for patient experience.

It may be obvious in theory, but overlooked in practice: effective communications can help healthcare professionals deliver great care to their patients and make their overall working lives easier too. This book acts as a medicinal laxative, hopefully freeing up ‘blocking material’ and easing the future process of communications.It was an interesting read as a non-medical person with a strong communications background. I am also a bit of a ‘regular customer’ of the healthcare industry due to certain long-term issues. Over the years, I’ve seen a lot of areas where communications could be, let’s be discreet, considered sub-optimal. I’ve also seen examples that are a lot worse too. Of course, quality communications and more-importantly unexpected, proactive communications are even more outstanding, perhaps because they are so irregular! Something like this book can work towards changing that. If the reader will only swallow the ‘bad medicine’.The book is written from a clear U.S. perspective although the message should be universal. Its contents are based around a tested methodology to improve communications within healthcare and the reader is treated to a modular process that they can follow and implement. It is a lot more than just ‘good customer service’. Communication is a two-way process and it can improve health diagnoses, treatment schema, patient compliance and success and other things. In the U.S., it may grab a healthcare professional’s attention to note that good communications can reduce errors, which in turn can reduce malpractice risks and all the costly unpleasantness that follows. Within the workplace, the whole enterprise can run more smoothly, effectively and will a lower stress burden too. What is there not to like?A lot of this knowledge is not unique to healthcare, so the same prescription could be followed by those within other sectors too, although understandably the motivation and examples are healthcare-focussed. Learn about teamwork, shared decision-making, conflict handling, diversity, coaching and engagement, along with many other beneficial or instructive subjects.Who wouldn’t benefit from this book in one way or another? Who can also, with their hand on their heart, say that they have nothing new to learn about this subject? After all, shoe menders’ shoes are often in the worst-possible condition… The book is clearly written, engaging and informative and certainly not patronising or condescending. The authors have calculated that a typical clinician can have over 200,000 face-to-face patient interactions during their career, as well as a plethora of contact by telephone, messaging and, of course, liaison with colleagues and other professionals. That is a lot of potential ‘error episodes’ and in turn, a lot of potential gain if you can improve on your communications efficacy.It is something to consider, even if you don’t think you need it. Like body odour, sometimes your best friend doesn’t even tell you, but will appreciate any change you can make.

This is an excellent book on health communication. As someone who teaches health communication at the undergraduate level, I really appreciate the first section that focuses on the importance of communication in healthcare. From there, this practical text provides an overview of specific communication skills and then goes into how these skills can be applied. Most health communication books stop short of the latter. I strongly recommend this book for anyone currently in or looking to enter a health-related field.

I'm an IT Support guy myself and have been on a lookup for books on improving communication skills. There are undoubtedly a lot of self-help/motivational books out there on communication, however, this one comes across as the most striking one to me.You might be wondering what's medical communication to do in the realm of IT. You might even wonder, what special features in the book that made me choose this book over the others. Let me tell you a bit about what I do on daily basis.As an IT helpdesk support, we constantly receive calls from customers with issues and complaints, or simply to seek advice from us on their IT systems. While it's important to make sure that the problems are resolved, it's equally as important, if not more, to make sure that their emotions and expectations are managed. For instance, when a customer calls in with an issue with her failed hard drive that contains valuable information, she most certainly is upset and panic. You know the chance is high that delivering bad news to the customer is inevitable. In this emotionally charged situation, you might be thinking, what would you do? How would you deliver the news in the best possible way? How should you manage your emotions if the customer decides to be rough on you? After all, she has her precious data that she's about to lose and it's understandable that her emotions are running high.I've encountered such situations before and struggled to find a way to communicate with the customers. I'm sure some of you might have come across similar situations as well. Thankfully, this book came to my rescue.This book aims at maximizing customer satisfaction, while reducing the burden and workload of clinicians. I remember my manager once told me, if you can handle your customers well and make them happy throughout the whole course in the first place, they wouldn't need to come to you with complaints about you or your company, expressing their dissatisfaction, and you wouldn't even have to deal with the same issue over and over.There is one key concept in the book that I wish to highlight because it's a cornerstone of what defines effective communications. It's called ART (Ask, Respond, Tell). This principle is highly effective in gathering information before moving ahead with further actions. When customer calls or comes in with a request or an issue, you should always ask them for a list of concerns. These concerns may be directly or indirectly related to the matter, and it's always to better to seek clarity earlier than later. Equipped with the information, you respond to the customer, to let her know that she's being listened to and that her concerns have been heard and understood. Then, you need to tell the customer about your agenda to set expectations for her.Things like these may sound simple, but it's often the case where we overlook these concepts or we simply don't know the most effective methods to go about dealing with complex client interaction situations.I would highly recommend this book to those involved in the service or customer-facing industry, although medical practitioners are the target audience for this book. It's tremendously helpful in dealing with customers.

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