Communication Rx: Transforming Healthcare Through Relationship-Centered Communication

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.

Acknowledgments

Preface

Part 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 Francisco

Chapter 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 Francisco

Part II: The Fundamental Skill Sets

Chapter 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 Francisco

Chapter 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 Pennsylvania

Part III: Practical Applications of the Skill Sets

Chapter 6: Challenging Conversations with Patients
Jenni Levy, MD, FACH, President, American Academy on Communication in Healthcare

Chapter 7: The Skill Sets and the Electronic Health Record
Pamela Duke, MD, Associate Professor of Medicine, Drexel University College of Medicine

Chapter 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 Francisco

Chapter 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 Francisco

Chapter 10: Feedback: A Commitment to the Relationship
Ryan Laponis, MD, MSci, FACH, Assistant Clinical Professor, Department of Medicine, University of California, San Francisco

Chapter 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 Francisco

Chapter 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 Francisco

Chapter 13: Challenging Conversations with Colleagues
Nan Cochran, MD, FACH, Associate Professor, The Dartmouth Institute and Geisel School of Medicine at Dartmouth

Chapter 14: Culture and Diversity
Denise L. Davis, MD, FACH, Clinical Professor of Medicine, University of California, San Francisco

Chapter 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 Center

Part IV: Instituting Communication Initiatives

Chapter 16: Teaching the Skill Sets
R. Ellen Pearlman, MD, Associate Dean for Advanced Clinical Learning, Hofstra Northwell School of Medicine

Chapter 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 Healthcare

Notes

Index