Advancing the Patient Experience of Care, Part One: The Impact of Effective Communication on the Patient Experience of Care

Presenter: Ginny Hosbach, RN, MSN, Practice Transformation Institute

This activity will describe the communication link between the Quintuple Aim and the Chronic Care Model. It will explain the four essential parts of communication and how these are necessary to improve the patient care experience. Discussions will take place on effective communication strategies to enhance the patient’s recognition of the care plan and goals of the providers. The difference between verbal and nonverbal communication is essential to improving interactions with patients. Active listening will be defined and its components presented. Too many times providers and caregivers do not truly hear what the patient is trying to say. Thus, this activity will conclude with identifying ways to use feedback to become better listeners and to optimize communication skills and effective collaboration.

Learning Objectives: 

• Describe the link between the Quintuple Aim, the Chronic Care Model, and the patient experience of care
• Explain the four essential parts of communication: sender, receiver, message, feedback
• Discuss elements of effective communication
• Demonstrate the use of feedback to improve the patient experience of care

Target Audience: Physicians, advanced practice providers, nurses, social workers, pharmacists, CHWs, and other members of the healthcare team

Continuing Medical Education (CME):

Statement of Accreditation
The Practice Transformation Institute is accredited by Michigan State Medical Society to provide continuing medical education for physicians.

AMA Credit Designation Statement
Practice Transformation Institute designates this live course for a maximum of 1.5 AMA PRA Category 1 Credit(s)^TM. Physicians should claim only the credit commensurate with the extent of their participation in the activity.