All CME is offered at no charge to our members.
1-Hour On-Demand Self-Study
Strategies for Successfully Handling Customer Satisfaction Issues
COURSE DESCRIPTION: Poor communication can damage a patient’s confidence in the interest, competence, and attitude of the health-care team. When confidence is undermined, any complication or adverse result can lead to a complaint, and if the complaint is not handled appropriately, litigation can result. This one-hour live webinar is taught by Leslie Moore, RN, JD, CPHRM, a Senior Healthcare Risk Management Consultant with Physicians Insurance. She is based in the Eastern Regional Office and provides risk-management services throughout Central and Eastern Washington, and also Idaho. She has more than 15 years experience in the health-care risk-management and compliance field working with rural and large urban hospitals, as well as small physician practices and large multi-specialty clinics, to promote patient safety. She will address the issues that lead to patient dissatisfaction and will present strategies to prevent the errors that result from communication failures.This activity approved for AMA PRA Category 1 credit™.
At the conclusion of this self-directed e-learning activity, participants should be able to:
• Review and discuss strategies to effectively and confidently address and resolve patient/family complaints..
• Identify trends and patterns that precipitate patient/family complaints in order to develop appropriate action plans.
WHO SHOULD TAKE THIS COURSE: This course has been designed for physicians and allied health staff, as well as clinic administrators, managers, and general office staff in situations of dealing with dissatisfied patients and/or their families.
www.phyins.com/patientcomplaints
Language & Cross-Cultural Communication: Overcoming the Barriers
COURSE DESCRIPTION: The Northwest is among the fastest growing areas in the country, with projected increases of diverse populations expected to reach up to 150 percent in the next 20 years. Effective cross-cultural health care involves a combination of communication skills and resources for providing appropriate services.
This one-hour e-learning module features Cathy Reunanen,ARM, CPHRM, a Senior Healthcare Risk Management
Consultant with Physicians Insurance. With more than 30 years of experience in the health-care field, she provides
site reviews, consultative services, and risk-management education for health-care providers and medical office staff throughout Washington State. Cathy is an active member of the American Society for Healthcare Risk Management and the Washington Health Care Risk Management Society.
The course was planned and produced in accordance with the Accreditation Council of Continuing Medical Education (ACCME) Essentials. It is intended to help you increase proficiency at communicating with culturally diverse patients and those with low health literacy. This activity approved for AMA PRA Category 1 credit™.
WHO SHOULD TAKE THIS COURSE: Physicians of all specialties and affiliated providers involved in direct patient care.
www.phyins.com/languageandculture
Recorded, On-Demand Presentations
Transitioning Care in the Face of Painkiller Addiction or Abuse
COURSE DESCRIPTION: “I’ll be going out of town next week,” says Mrs. Johnson, “so I’m hoping you can refill my prescription today.” Mrs.Johnson is a long-term patient whom you trust, but this is her second request for an early refill of oxycodone. How should you evaluate her request in light of the 16,000 unintended deaths each year from prescription opioid analgesics?
Every touch point with a patient is an opportunity to consider risks of opioid therapy and to realign management towards best health outcomes. This one-hour webinar, featuring Dr.Michael Schiesser, a widely accomplished and respected physician leader and a national expert on issues of pain care, addiction medicine, and evolving standards of care in clinical delivery involving controlled substances, will also help you to engage patients in conversations that build partnership. You’ll hear examples of dialogue that squarely address high-risk situations and options for tapering or alternative treatment. This activity approved for AMA PRA Category 1 credit™.
WHO SHOULD TAKE THIS COURSE: Physicians of all specialties and affiliated providers involved in direct patient care.
www.phyins.com/transitioningcare
Tools for Your Team
Equipping Your Staff to Improve the Patient Experience
COURSE DESCRIPTION: The crux of improving the experience that patients have in your practice is
understanding basic risk-management principles and engaging patients to become partners with their healthcare
team.This course will provide strategies to improve communication, enhance documentation in the electronic health record, and increase patient satisfaction.
This two-hour live course was developed by our risk management experts to introduce best practices to improve
patient safety and patient satisfaction.
WHO SHOULD TAKE THIS COURSE: The entire medical office staff, including providers, front and back office staff, supervisors, administrators, and managers.
www.phyins.com/toolsforyourteam
SAVE THE DATE: September 25, 2015
PHYSICIANS
Physicians Insurance Hosts Summit on Hospital Risk Management
Join us for a full day of expert speakers, networking with other hospital leaders, and hearing keynote speaker John J. Nance, JD, ABC News aviation analyst and New York Times best-selling author. Offered at no charge to Physicians Insurance members, this conference will be 8:00 a.m. to 5:00 p.m. at the DoubleTree Hotel
Seattle Airport. It will provide insight about the emerging trends and risks facing hospitals today—plus you will learn from a diverse group of legal and claims experts how to manage such risks.
Register at www.phyins.com/hospitalsummit2015