NFO Business of Medicine Web Series

Speaker: Myka Whitman, RN Session description: Thorough, precise, and efficient communication is an essential element of high-quality, patient-centered care. Yet, communication breakdowns and barriers continue to persist in various healthcare settings and situations. These mishaps can (a) interfere with efforts to engage patients and build meaningful relationships, (b) result in a range of suboptimal outcomes and consequences, and (c) contribute to liability exposure for providers and organizations. The four publications presented in this activity — (1) Guideline: Communicating Effectively With Patients to Improve Quality and Safety, (2) Patient Satisfaction Surveys as a Quality Improvement Tool for Healthcare Practices, (3) Risk Q&A: Interpreters & Auxiliary Aids, and (4) Risk Tips: Communicating Effectively With Patients Who Have Limited English Proficiency — examine numerous ways in which communication affects patient care and perceptions, risks associated with poor communication, and strategies for developing sound communication approaches. After this session, attendees will be able to: 1. Identify ways to make a positive impression during patient encounters 2. Devise approaches for developing telephone and electronic communication policies 3. Determine strategies for managing patient complaints 4. Determine key steps in planning patient satisfaction surveys 5. Identify their obligations related to providing patients with interpreters or auxiliary aids 6. Discuss how to improve communication with patients who have language barriers