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Empathy can be taught: communication training builds upon our innate sense of others
Journal of Hospital Management and Health Policy
Kerbauy et al. describe the deployment of a communication skills training course at the Fleury Group. The Training was based upon the Communicate with H.E.A.R.T. program developed and used at Cleveland Clinic, and the authors focused upon START with Heart-an upfront customer service class-to determine if it might serve as a means to provide culture change to improve the experience for their patients. The authors evaluated the training by using interviews with leaders at Fleury, and bydoi:10.21037/jhmhp-2020-06 fatcat:rf3hm35gmncyree52tij2lzv7e