With increasing attention to patient-centered care, care teams are rethinking care planning, information systems, charting, decision making, family involvement and more. While these factors need to support patient-centered care, caregivers also need to communicate with patients and families in ways that feel patient-centered, personal, and empathetic. This session will describe concrete communication skills that are key to personalizing care and bridging the gap between caring intentions and caring communication.

      After this presentation you will be able to:

• Identify two best practices that rapidly build patient and family trust and confidence.
• Use the Heart-Head-Heart Communication technique to demonstrate patient-centeredness and personal caring.
• Describe two approaches to develop staff skills and use of patient-centered communication.