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0752_SHSO_ONE Sutter Experience Physician & APC Trainings 2025_Live_Virtual GMG 09/22/2025
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.
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
| Didactic lecture |
25 min | ONE Sutter Experience - Standards & Tools
| Didactic lecture |
25 min | ONE Sutter Experience - In Action
| 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
| 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
| Didactic lecture and group discussion |
30 min | Observations & Coaching
| 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
| Didactic lecture, tools demo and discussion |
5 min | Next Steps and Hardwiring for the Long-Term
| Group discussion and resource review |
| Adjourn |
|
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.
Accreditation
In support of improving patient care, Sutter Health, 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.
Credit Designation Statement
Sutter Health designates this LIVE activity for a maximum of 2.50 AMA PRA Category 1 Credits™ for physicians, 2.50 continuing professional development contact hours for nurses. Learners should claim only the credit commensurate with the extent of their participation in the activity.
Note to Other Disciplines: Non-Physician Participation Credit 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.
Attendance & Credit Claiming
Please complete the Attendance Attestation to confirm which part/s and session/s of ONE Sutter Experience Physician & APC Trainings you have attended.
Enrollment Instructions
This program consists of multiple sessions, which a learner may choose from, each with session dates as shown below:
In order to advance in this course, you will need to select the overall course and specific class date that you wish to be shown on your transcript. This step is accomplished by placing a checkmark in the box next to the course (shown in black) and the correct session location/date (shown in teal) before clicking on "Enroll" as shown in the picture below.
Please note: You will at this point be locked out of selecting alternate class dates. As such, the "Take Course" button will be blacked out and does not apply on this page.
Next, click on the teal hyperlink for the tract you are enrolled in to begin the course.
