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

Chapter 11

Chapter 11

“Trust Me, I’m A Doctor!”

Building, Supporting, and Maintaining Professionalism

Dr. X is a 53-year-old surgeon who is nationally recognized for his surgical skills and innovative surgical techniques. He is a top revenue producer in his department. Recently, reports have surfaced that he often fails to show up for mandatory huddles in the operating room and often curses at nurses for being incompetent. His patient communication scores are low. Patients comment that his listening skills are poor, and time spent with patients is short with no opportunity for them to ask questions.

Professionalism as an Emerging Concept

In light of this scenario, it isn’t surprising that there is a renewed emphasis on professionalism ...