Communication the Cleveland Clinic Way: How to Drive a Relationship-Centered Strategy for Exceptional Patient Experience

Chapter 4

Chapter 4

Birth of the R.E.D.E.^TM Model

Whatever the nature of our wounds, we heal to be healed.

—ANTHONY SUCHMAN AND DALE MATTHEWS¹

Healthcare providers go into medicine to help alleviate human suffering. Though medical training quickly zeroes in on building biomedical knowledge and expertise, relationships are essential to our health and well-being as well as to our basic survival. Cozolino asserts that we are all social beings, developing relationships on multiple levels “from neurons to neighborhoods.”² We are shaped from birth by our dependency on others to meet our basic physical and psychological needs. We quickly adapt—learning how to interact with our environment and develop meaningful relationships that activate ...