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Northwell Health Research Report

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Effectiveness of the Communication Model, C.O.N.N.E.C.T., on Patient Experience and Employee Engagement: A Prospective Study

In an ever changing healthcare landscape, patient experience remains positively correlated with clinical effectiveness and patient safety. Recognizing effective communication is a core element in delivering culturally competent and patient-centered care, Northwell Health created a communication model, C.O.N.N.E.C.T., in an effort to align and structure interactions between healthcare professionals, patients and families. Communication models create frameworks that facilitate skill integration and enable a shared mental model. The unique Northwell Health communication model, C.O.N.N.E.C.T., is an acronym that stands for: Contact, Opening Greeting, Name/Title, Needs, Explanation, Closing and Thank. Each element is intended to fuel connections, build rapport and empathy and help establish relationships.

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