HCAHPS: Interprofessional Team Communication
Hours: 1.50
Effectively communicating with the patient, family, and colleagues is the foundation for a therapeutic and positive patient experience. The patient‘s experience of care is greatly influenced by what is communicated and what the patient and family observe. Healthcare professionals have a significant effect on and responsibility for patient satisfaction. When healthcare professionals recognize the factors that influence communication and consistently apply effective communication techniques, patient satisfaction and collaboration between interprofessional team members improve.
The goal of this course is to provide nurses, pharmacy professionals, and physicians with education on ways to improve interprofessional team communication as a strategy for optimizing Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) ratings.
Effectively communicating with the patient, family, and colleagues is the foundation for a therapeutic and positive patient experience. The patient‘s experience of care is greatly influenced by what is communicated and what the patient and family observe. Healthcare professionals have a significant effect on and responsibility for patient satisfaction. When healthcare professionals recognize the factors that influence communication and consistently apply effective communication techniques, patient satisfaction and collaboration between interprofessional team members improve. The goal of this course is to provide nurses, pharmacy professionals, and physicians with education on ways to improve interprofessional team communication as a strategy for optimizing Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) ratings.
Accreditation Council for Continuing Medical Education
In support of improving patient care, Relias LLC is jointly accredited by the Accreditation Council for Continuing Medical Education (ACCME), the Accreditation Council for Pharmacy Education (ACPE), and the American Nurses Credentialing Center (ANCC), to provide continuing education for the healthcare team.
Relias LLC designates this enduring activity for a maximum of 1.50 AMA PRA category 1 Credits™. Physicians should only claim credit commensurate with the extent of their participation in the activity.
Accreditation Council for Pharmacy Education
In support of improving patient care, Relias LLC is jointly accredited by the Accreditation Council for Continuing Medical Education (ACCME), the Accreditation Council for Pharmacy Education (ACPE), and the American Nurses Credentialing Center (ANCC), to provide continuing education for the healthcare team.
Type Activity: Knowledge
Target Audience Designation: P
ACPE Universal Activity Number: JA4008266-0000-22-007-H01-P
American Nurses Credentialing Center
In support of improving patient care, Relias LLC is jointly accredited by the Accreditation Council for Continuing Medical Education (ACCME), the Accreditation Council for Pharmacy Education (ACPE), and the American Nurses Credentialing Center (ANCC), to provide continuing education for the healthcare team.
Nurses will receive 1.50 Nursing Contact Hours after successfully completing this course.
Arkansas State Board of Nursing
Arkansas State Board Of Nursing Approved Continuing Education program (CEBroker Provider #50-290).
Nurses will receive 1.50 contact hours for participating in this course.
California Board of Registered Nursing
Provider approved by the California Board of Registered Nursing, CEP# 13791
Nurses will receive 1.50 contact hours for participating in this course.
Commission for Case Manager Certification
This program has been pre-approved by The Commission for Case Manager Certification to provide 1.2500 hours of continuing education credit to CCM® board certified case managers.
Council on Optometric Practitioner Education
As a Jointly Accredited organization, Relias LLC is approved to offer co-sponsored COPE CE credit by the Council on Optometric Practitioner Education (COPE). COPE is an associate member of Joint Accreditation for Interprofessional Continuing Education.
COPE Course ID number: 89033-PB
COPE Activity ID number: 127502
District of Columbia Board of Nursing
District of Columbia Board of Nursing Approved Continuing Education program (CEBroker Provider #50-290).
Nurses will receive 1.50 contact hours for participating in this course.
Florida Board of Medicine
Florida Board of Medicine (CEBroker Provider #50-290)
Physicians will receive 1.50 AMA PRA category 1 Credits™.
Florida Board of Nursing
Florida Board of Nursing (CEBroker Provider #50-290)
Nurses will receive 1.50 contact hours for participating in this course.
Florida Board of Pharmacy
Florida Board of Pharmacy (CEBroker Provider #50-290)
This module is approved for 1.50 contact hours.
Florida Physician Assistants
Florida Physician Assistants (CEBroker Provider #50-290)
Georgia Board of Nursing
Georgia Board of Nursing (CEBroker Provider #50-290)
Nurses will receive 1.50 contact hours for participating in this course.
Kentucky Board of Nursing
Kentucky Board of Nursing (CEBroker Provider #50-290)
Nurses will receive 1.50 contact hours for participating in this course.
Louisiana State Board of Medical Examiners
Louisiana State Board of Medical Examiners (CEBroker Provider #: 50-290)
Physicians will receive 1.50 AMA PRA category 1 Credits™.
Michigan Board of Nursing
Michigan Board of Nursing (CEBroker Provider #50-290)
Nurses will receive 1.50 contact hours for participating in this course.
Mississippi Board of Nursing
Mississippi Board of Nursing (CEBroker Provider #50-290)
Nurses will receive 1.50 contact hours for participating in this course.
Mississippi State Board of Medical Licensure
Mississippi State Board of Medical Licensure (CEBroker Provider #: 50-290)
Physicians will receive 1.50 AMA PRA category 1 Credits™.
New Mexico Board of Nursing
New Mexico Board of Nursing (CEBroker Provider #50-290)
Nurses will receive 1.50 contact hours for participating in this course.
New Mexico Medical Board
Physicians will receive 1.50 AMA PRA category 1 Credits™.
North Dakota Board of Nursing
North Dakota Board of Nursing (CEBroker Provider #50-290)
Nurses will receive 1.50 contact hours for participating in this course.
Ohio State Medical Board
State Medical Board of Ohio (CEBroker Provider #: 50-290)
Physicians will receive 1.50 AMA PRA category 1 Credits™.
South Carolina Board of Medical Examiners
South Carolina Board of Medical Examiners (CEBroker Provider #50-290)
South Carolina Board of Nursing
South Carolina Board of Nursing (CEBroker Provider #50-290)
Nurses will receive 1.50 contact hours for participating in this course.
Tennessee Board Of Medical Examiners
Tennessee Board of Medical Examiners (CEBroker Provider #50-290)
Physicians will receive 1.50 AMA PRA category 1 Credits™
West Virginia Board of Registered Nursing
West Virginia Board of Registered Nursing (CEBroker Provider #50-290)
Nurses will receive 1.50 contact hours for participating in this course.
Describe how communication skills influence the patient experience and Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) ratings
Identify three factors that influence the communication process
Explain three elements of effective communication
Describe the five fundamentals of a responsive and responsible interprofessional communication strategy that promote a positive patient experience
Outline:
Section 1: Introduction
About This Course
Learning Objectives
Section 2: Communication and the Patient Experience
HCAHPS Overview
Communication Overview
Verbal and Nonverbal Cues
Factors That Influence Communication
Impact of Communication
Nurse-Patient Communication
Nurse-Physician Communication
Physician Scores and Hospital Ratings
Patient-Provider Relationship
Pharmacy Professionals
Patient Narratives
Impact of Coronavirus Disease 2019
Section 3: Strategies to Improve Communication
Elements of Effective Communication
Timely Communication
Culturally Competent Communication
Language and Communication
The Belief Model
Being Aware of Emotions
Strategies to Manage Emotions
Showing Empathy with Verbal and Nonverbal Cues
Demonstrating Empathy in a Crisis
Listening
Explanations
Tips for Explaining Diagnosis and Treatment
Be Direct
Assertive Communication
Handling Requests
Delivering Bad News
Best Practices
Strategies for the Interprofessional Team
Tools for Consistent Communication
Section 4: Clinical Vignette
Meet Bianca
Section 5: Conclusion
Course Summary
Course Contributors
Resources
References
Deborah K. Zastocki, DNP, Ed.M. MA, RN, retired NEA-BC, FACHE(r) is the founder and president of Legacy Healthcare Management Consulting in North Carolina and an executive coach and content expert for the Healthcare Experience Foundation.. She received her BSN from the University of Rhode Island, both master's degrees from Teachers College Columbia University, and her DNP from the University of Medicine and Dentistry of NJ. Dr. Zastocki has over 30 years of experience, with a professional career that included a journey from staff nurse to nurse executive roles, authorship, adjunct faculty, and healthcare executive leadership. Dr. Zastocki is the former president and CEO of Chilton Medical Center and became a health system executive with Atlantic Health System in New Jersey, after system integration.Instructor: Cathryn Ayers, RN
Cathryn Ayers, RN, MSN has nearly 10 years of critical care experience. She was active in multiple committees to improve patient safety, executed staff education activities, and managed the new graduate orientation program for those entering intensive care units. Cathryn obtained a license for massage and bodywork therapy in 2012 and graduated from the University of North Carolina at Greensboro in 2016 with a Master of Science in Nursing Education. She has provided telephonic case management services and developed program materials to facilitate positive outcomes for people with rare conditions across the United States. Cathryn has a passion for teaching and helping others to be their best.
The target audience for this course is: Nurses; Pharmacists; Physicians; in the following settings: Acute Care Facility.
Asynchronous/Online Distance Learning; please see certificate details for specifics on delivery format.
Relias has a grievance policy in place to facilitate reports of dissatisfaction. Relias will make every effort to resolve each grievance in a mutually satisfactory manner. In order to report a complaint or grievance please contact Relias.
If you require special accommodations to complete this module, please contact Relias Support by completing the web form (https://www.relias.com/help) or by using the chat functionality.
All courses offered by Relias, LLC are developed from a foundation of diversity, inclusiveness, and a multicultural perspective. Knowledge, values and awareness related to cultural competency are infused throughout the course content.
Reference herein to any specific commercial product, process, or service by trade name, trademark, service mark, manufacturer or otherwise does not constitute or imply any endorsement, recommendation, or favoring of, or affiliation with, Relias, LLC.
All characteristics and organizations referenced in the following training are fictional. Any resemblance to any actual organizations or persons living or dead, is purely coincidental.
To earn continuing education credit for this course you must achieve a passing score of 80% on the post-test and complete the course evaluation.
If you require special accommodations to complete this module, please contact Relias Customer Support here.
