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0752_SHSO_ONE Sutter Experience Physician & APC Trainings 2025_Live

Description:

There have been numerous studies that show consistent positive associations between patient experience, patient safety, and clinical effectiveness aid in the patient's adherence to recommended clinical practice medication treatments and preventative care. These educational sessions aim to help increase healthcare providers' confidence in communication and compassion, with in-class practice sessions.
Part 1: Experience of Care Fundamentals (1.5 hours) This session is designed for all physicians and APCs delivering care to our Sutter Health patients.

Session Topics: • Experience of Care Evidence and Ongoing Measurement • 3-Step Communication Standards • Empathy Practices

Part 2: Experience of Care Champion Skills Lab (1 hour) This session is designed for physicians and APC Champions and Coaches (must also attend Part 1)
Session Topics: • What it means to be a Champion or Coach • Training and Coaching Skill Building • Resource Exchange

Assembly Bills 1195 & 241- Culturally Appropriate Care which is Free of Implicit Biases:

Learners are strongly encouraged to engage in self-directed learning related to the impact of implicit biases in this clinical area via the references provided below:

Social Determinants of Health

Macias-Konstantopoulos WL, Collins KA, Diaz R, Duber HC, Edwards CD, Hsu AP, Ranney ML, Riviello RJ, Wettstein ZS, Sachs CJ. Race, Healthcare, and Health Disparities: A Critical Review and Recommendations for Advancing Health Equity. West J Emerg Med. 2023 Sep;24(5):906-918. doi: 10.5811/westjem.58408. PMID: 37788031; PMCID: PMC10527840.

Implicit Bias

Schwartz BD, Horst A, Fisher JA, Michels N, Van Winkle LJ. Fostering Empathy, Implicit Bias Mitigation, and Compassionate Behavior in a Medical Humanities Course. International Journal of Environmental Research and Public Health. 2020; 17(7):2169. https://doi.org/10.3390/ijerph17072169

Target Audience

Nurse Practitioner (NP)

Nurse, Registered (RN)

Physicians (MD or DO)

Physician Assistant (PA)

Other Healthcare Professionals

Learning Objectives

After attending this course learners will be able to:
Session One:

• Explain research supporting patient experience as a quality metric.

• List the 3 steps of the communication standard practice at Sutter Health.

• Explain the difference between empathy and compassion.

Session Two:

• Explain research supporting patient experience as a quality metric.

• Demonstrate the ability to observe patient interactions and provide feedback to physicians and APC’s.

• Define and teach the six communication techniques to others.

Course summary

Available credit:

2.50 AMA PRA Category 1 Credit™
Physician Credit
Sutter Health designates this Enduring activity for a maximum of 2.50 AMA PRA Category 1 Credit™ for physicians. Physicians should claim only the credit commensurate with the extent of their participation in the activity.
2.50 Non-Physician Participation Credit
Sutter Health designates this Enduring activity for a maximum of 2.50 Non-Physician Participation Credit. Non-Physicians should claim only the credit commensurate with the extent of their participation in the activity.
AMA PRA Category 1 Credits HOURS™ Continuing Medical Education is acceptable for meeting the continuing education requirements for Pharmacists, Physician Assistants, Psychologists, Registered Nurses, and Respiratory Care Practitioners. For other disciplines, please check with the regulatory board for your discipline to confirm what type of credits meet the continuing education requirements. Continuing education hours for nurses accredited by ANCC, via Joint Accreditation.
2.50 ANCC
Nursing Credit - American Nurses Credentialing Center (ANCC)
Sutter Health designates this Enduring activity for a maximum of 2.50 ANCC contact hour(s). Nurses should claim only the credit commensurate with the extent of their participation in the activity.
2.50 CA BRN
Nursing Credit - California Board of Registered Nursing (CA BRN)
This activity is approved for 2.50 contact hour(s) by Sutter Health, which is an approved provider by the California Board of Registered Nursing. (Provider Number 17182). Nurses should claim only the credit commensurate with the extent of their participation in the activity.
2.50 IPCE
This activity was planned by and for the healthcare team, and learners will receive 2.50 Interprofessional Continuing Education (IPCE) credit for learning and change.

Course opens:

08/22/2025

Course expires:

01/12/2026

Rating:

Part 1: Experience of Care Fundamentals		PART 1: 1.50 CE Credits
Time	Agenda Item	Learning Activity
10 min	Welcome - Introductions & Intentions	Group discussion on the 4-question coaching model
20 min	Why Patient Experience Matters Evidence Surveys and Measures	Didactic lecture
25 min	ONE Sutter Experience - Standards & Tools The Empathy Impact 3 Step Communication Practices	Didactic lecture
25 min	ONE Sutter Experience - In Action Practice Scenarios Observations and Coaching	Skills practice – multiple scenarios with each participant playing the role of a patient, provider, observer each time
10 min	Next Steps and Hardwiring for the Long-Term Apply the learnings in your own practice	Group discussion and resource review
	Adjourn
Part 2: Experience of Care Champion Skills Lab		PART 2 = 1 credit
Time	Agenda Item	Learning Activity
5 min	Welcome - Intentions
10 min	Experience of Care Champions & Coaches Definitions, Expectations, and Resources	Didactic lecture and group discussion
30 min	Observations & Coaching Coaching Skills Practice Scenarios	Didactic lecture Skills practice – multiple scenarios with each participant playing the role of a provider, coach, observer each time
10 min	Experience of Care Data Access to Tableau and Press Ganey Tools Training & Support	Didactic lecture, tools demo and discussion
5 min	Next Steps and Hardwiring for the Long-Term Engaging in Local & System Forums Scheduling Observations & Coaching	Group discussion and resource review
	Adjourn

Multiple Sutter Locations

United States

Disclosure of Financial or In-Kind Commercial Support & Conflict of Interest

No one involved in the planning or presentation of this educational activity have any relevant financial relationship(s) to disclose with ineligible companies whose primary business is producing, marketing, selling, re-selling, or distributing healthcare products used by or on patients. No financial or in-kind commercial support was received to produce or promote this educational activity.

– Provider Designee/Verification: Fozia Ferozali, Ed.D.