Communication Skills as a Core Competency of Physician ... · Supportive statements Naming emotions...

Communication Skills as a

Core Competency of Physician

Professionalism

Sumita B. Khatri, MD MS

May 21, 2014

Recall a positive experience with a

healthcare provider….

What did you appreciate most?

The REDE Model© of Healthcare

Communication

R elationship:

E stablishment

D evelopment

E ngagement

E M P A T H Y

Recall an instance when YOU were able to

provide a positive experience for someone

in the healthcare setting.

Healthcare Relationship

Does require

• Emotional connection

• Mutual respect

• Genuine interest in the

person

• Shared commitment to

patient health

Does not require

• Friendship

• Agreeing on

everything

• Unlimited time

• Practicing outside

your scope

Establish the relationship

• Convey value & respect

• Collaboratively set agenda

• Demonstrate EMPATHY

Supportive statements

Naming emotions

Develop the relationship

• Reflective listening of patient narrative

• Explore patient’s perspective

Expectations

Worries

Engage the relationship

• Share diagnosis

• Collaborative plan

• Dialogue of information

Atmosphere of

Learning

Safety

Learning laboratory

Reflective competence

Skills practice

Integrative cases

Testimonials

“…it was superb. I think it will have a major

positive impact on the Cleveland Clinic

and our patients.”

“Really first rate and a game changer in

terms of my practice.”

“Wish this course was available earlier in

my career.”

Investment in our caregivers.

Acknowledge the challenges

&

Provide language, tools, and skills

to equip caregivers for success.

Center for Excellence in Healthcare

Communication (CEHC)

Communication Curriculum

Foundations

(FHC)

Advanced Program

Coaching

Faculty Development

Train the Trainer

Research