Category Archives: Effective Communication SKills

Effective Communication SKills

Relationship-Centered Communication at Cleveland Clinic

Editor’s note: This week, we offer an Encore Presentation about a 2015 Sherman Award finalist. Our panel of judges has been spending time digging into this year’s cadre of nominations and will be meeting soon to select the 2017 winner. We take this moment to thank all of you who are doing work focused on […]


Adrienne Boissy, Chief Experience Officer The Cleveland Clinic’s Center for Excellence in Healthcare Communication is driven by a dedicated team of professionals and colleagues with a passion and commitment to improving communication skills across the Cleveland Clinic system. The premise of the Center is that by providing resources to support their staff, they can more effectively deliver exceptional patient care. They believe that the relationships they build with each other and their patients are therapeutic in and of themselves, and communication skills are critical to that mission.

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Effective Communication SKills

Difficult Conversations Are Everyday Practice for Physicians

Emotions are messy. No one taught me about that in medical school; I thought only psychiatrists had to deal with emotions. I was going to be an internist; I’d only have to deal with emotions if something really bad happened. Not that anyone taught me how to cope with the really bad stuff. In my […]


Jenni Levy, MD, FAACH Jenni Levy, MD, FAACH is president of the American Academy on Communication in Healthcare ( She graduated from Princeton University with a degree in English and American studies, and received her MD from New York Medical College. She completed a residency and fellowship in internal medicine and primary care at Kaiser Hospital in Santa Clara, California, worked as a clinician/educator, and practiced primary care internal medicine for 20 years before becoming board-certified in hospice and palliative care in 2008. Levy has been involved with AACH since 1995. Her professional interests include cross-cultural practice, relationship-centered care, and integrating facilitator training into graduate medical education. Levy lives in Allentown, Pennsylvania, with her husband and their daughter.

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Effective Communication SKills

Patients’ Communication Skills Matter, Too

The patient safety movement and efforts to honor patients’ preferences emphasize the importance of skillful communication on the part of physicians and other clinicians. Less attention has been paid to the effect of patients’ communication skills. In addition to catching errors, patients can use effective communication skills to improve their health and the medical services […]

Effective Communication SKills

Creating a New Standard for Communication: The G.R.E.A.T.™ Service Standard

Editor’s Note: This is Part II of Setting the Standard for Engaging and Activating Patients detailing a new standard for communication Dr. Scaletta and his team created to improve patient engagement at every touch point. My healthcare system closed calendar year 2015 on a high note. We trained 7,000 employees and medical staff across our […]


Tom Scaletta, M.D. Dr. Tom Scaletta is board certified in both emergency medicine and clinical informatics. He is the medical director of patient experience and the emergency department chair at Edward-Elmhurst Healthcare (, past president of the American Academy of Emergency Medicine and a national speaker on emergency department operations and patient satisfaction. Tom designed a computerized patient communication system praised by the Robert Wood Johnson Foundation and Urgent Matters (George Washington University).

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Effective Communication SKills

Patient Engagement: Please Listen! Please Be Clear!

Patient engagement is interpreted in many different ways, much like the old proverb, “Beauty is in the eye of the beholder.” This subjective interpretation presents healthcare with a challenge because there are great expectations associated with the term. Patient engagement has even been called a “blockbuster drug” for healthcare’s ills—a very big expectation indeed! Evidence […]


Lisa Sams, MSN, RNC Lisa Sams, MSN, RN, is founder and president of Clinical Linkages. Clinical Linkages provides services and resources to health care organizations that result in safer, more effective patient care using the principles of Evidence-Based Practice (EBP). Building teams and improving patient outcomes are the heart of Ms. Sams' work. She has more than 30 years of nursing experience in academic centers and community hospitals.

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Effective Communication SKills

The Gateway to Patient-Centered Care

With the clean and bloody bandages whipping in the wind, the passers-by recognized the establishment of the barber-surgeon, who could pull a tooth or leach blood from the patient, as well cut hair and a hangnail. The white and red rags gave way to the iconic barber pole still in use today. The barber-surgeons’ work […]


Barbara Lewis, MBA Barbara Lewis, MBA is the Managing Editor of DocCom, a non-profit on-line communication skills learning system launched in 2005 to help medical students become better communicators. Today, the fastest growing segment of DocCom’s subscribers is residency programs. Translated into three languages, DocCom ( has subscribers in eight countries. Barbara is a former journalist and marketing consultant.

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