Effective provider to patient communication is essential to providing a positive patient experience and patient satisfaction. This course brings together information from all courses in the communication series and introduces some new important communication concepts. As you learn, you will participate in activities to enhance your learning and understanding of effective provider to patient communication.
Section 1: Introduction A. About This Course B. Learning Objectives Section 2: Verbal and Non-Verbal Communication A. Effective Verbal and Non-verbal Communication B. Scenario #1 C. Identify Effective Verbal Communication D. Identify Non-Verbal Communication E. Ineffective Verbal and Non-Verbal Communication F. “You” Plus a Positive Statement G. To Wrap It Up Section 3: Active Listening and Motivational Interviewing A. Motivational Interviewing B. You Decide C. Another Wrap Section 4: Online Communication Tools A. Electronic Medical Record B. Medication Reconciliation C. Online Messaging D. How did you do? E. To Sum It Up Section 5: In-Person Communication Tools A. AHRQ Tools B. Practice Time C. To Recap Section 6: Customer Service A. Customer Service B. Empathy C. Empathy or No Empathy? D. Customer Service Standards E. Summary Section 7: Service Recovery A. Service Recovery Steps B. Identifying Service Recovery C. Summary Section 8: Conclusion A. Summary B. Course Contributors C. Resources D. References E. Congratulations!
Alisa Brewer, BSN, RN, has worked in ambulatory care, acute care, and occupational health with her most recent position as clinical coordinator in primary care. As clinical coordinator, she was responsible for quality improvement, care coordination and education, clinical staff training and compliance, and overall safety of the clinic. She also participated in patient-centered medical home (PCMH) and other healthcare improvement initiatives. Additionally, she has experience in hospital-affiliated urgent care where she provided patient care utilizing quality improvement measures, served as nurse preceptor, and nurse IT liaison. Alisa currently works at Relias Learning where she serves as content writer and subject matter expert for various healthcare topics. Disclosure: Alisa Brewer, BSN, RN has no Relevant Financial or Non-Financial Relationship with ineligible companies to disclose.
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