CONTENTS
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, Academy of 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, Senior Director of Education and Outreach, Academy of Communication in Healthcare