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

Course opens:

10/21/2026

Course expires:

10/20/2027

Rating:

Multiple Sutter Locations

Sacramento, CA

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.