Course Code: REL-ACU-0-HPITC
Hours: 1.5
Type: Online Course
Content Expiration Date: 12/31/2025
Learning Objectives:
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
Instructor: Deborah Zastocki, DNP, EdM, MA, RN, retired NEA-BC, FACHE(r)
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.
Target Audience:
The target audience for this course is: Nurses; Pharmacists; Physicians; in the following settings: Acute Care Facility.
Relias Learning will be transparent in disclosing if any commercial support, sponsorship or co-providership is present prior to the learner completing the course.
Relias Learning has a grievance policy in place to facilitate reports of dissatisfaction. Relias Learning will make every effort to resolve each grievance in a mutually satisfactory manner. In order to report a complaint or grievance please contact Relias Learning at support@reliaslearning.com.
All courses offered by Relias Learning, 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.
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.
Course Delivery Method and Format
Asynchronous Distance Learning with interactivity which includes quizzes with questions/answers, and posttests.