A Breakthrough Approach to Improving CAHPS Communication
Wendy Leebov, Ed.D.
Leebov Golde & Associates
Wendy Leebov of Leebov Golde & Associates presents a model called Heart-Head-Heart Communication that can enhance patient experience and improve communication scores on patient experience surveys. The idea behind this model is to address patients’ needs more effectively by balancing communication from the head, which focuses on information, tasks, activities, and solutions, with communication from the heart, which involves feelings, personal attention, and caring.
A Breakthrough Approach to Improving CAHPS Communication (CAHPS Webinar) [20 mins, 15 secs]
- Transcript (PDF, 199.7 KB)