CME Office: 
Series date: 
Tuesday, January 1, 2019 - 12:30pm to Tuesday, December 31, 2019 - 1:30pm


All MD's


  • Annette Chastain, Lead Consultant, Member Outreach Manager, Kaiser Permanente San Jose

Planning Committee:

  • Heidi Olander MD- Chief Communication Consultant 
  • Jerald Wisdom MD- Chief Communication Consultant

Desired Practice:

The goal of this activity is for the clinician to become proficient in the use of the 4 Habits Model of Communication. The 4 habits model is a sequence of communication that helps the clinician make a quick connection and establish trust, leading to a patient/provider relationship that fosters better medical outcomes. 

Stages of the Four Habits Model
1. Invest in the Beginning
2. Elicit the Patient's Perspective
3. Demonstrate Empathy
4. Invest in the End

In the first stage of the Four Habits model, Invest in the Beginning, the physician creates a rapport quickly with the patient, elicits the patient's concerns, and plans out the visit with the patient. The benefits from this step are that it establishes a welcoming atmosphere, increases diagnostic accuracy, and requires less work.

The second stage, Elicit the Patient's Perspective, asks for the patient's ideas, elicits specific requests, and explores the impact of the patient's life. Within this stage the physician benefits by respecting diversity, allows patient to provide important diagnostic clues, uncovers hidden concerns, reveals use of alternative treatments or requests for tests, and improves diagnosis of depression and anxiety

The third stage,  Demonstrate Empathy, allows providers to be open to the patient’s emotions, make an empathic statement, convey empathy nonverbally, and be aware of your own reactions. The benefits include adding depth and meaning to the visit, builds trust, leading to better diagnostic information, adherence, and outcomes as well as makes limit-setting or saying “no” easier.

Finally, the fourth stage, Invest in the End, deliver's diagnostic information, provide education, involves the patient in making
decisions, and completes the visit. The benefits include increases potential for collaboration, influences health outcomes, improves adherence, reduces return calls and visits, and encourages self-care.


  1. Apply the 4 habits model in their clinical practice at each encounter consistently 
  2. Measure progress through individual MPS scores


Session Datesort descending
SJO- PPI "Conversational Challenges" 04/04/2019 - 8:30am to 12:30pm