Course Code: REL-ACU-0-HIOEIC
Hours: 1
Type: Online Course
Content Expiration Date: 12/31/2028
Learning Objectives:
Describe how communication influences the patient experience and Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) ratings.
Identify strategies to improve communication with the healthcare team and patients.
List quality improvement methods to improve communication.
Outline:
Section 1: HCAHPS and Patient Communication
Introduction
Communication as a Clinical Skill
Why This Course?
HCAHPS Essentials
What Is HCAHPS?
Why HCAHPS Matters
What the Survey Measures
Tying to Communication
Evidence Linking Communication to HCAHPS and Outcomes
The Communication–Experience Connection
Impact on Safety and Clinical Outcomes
Non-Verbal and Behavioral Signals Matter
Communication and Health Equity
To Recap
Fundamentals of Effective Clinician–Patient Communication
Patient-Centered Communication
Nonverbal Communication and Empathy
Health Literacy
Cultural Humility
Shared Decision-Making
Addressing Bias and Building Trust
Strategies to Strengthen Clinician–Patient Communication
AIDET
Delivering Bad News
Etiquette in Digital and Virtual Communication
Knowledge Check
Key Takeaways
Section 2: Interprofessional Team Communication
Interprofessional Communication Frameworks
TeamSTEPPS® 3.0
SBAR
I-PASS
Check-Back (or Read-Back)
Psychological Safety
Using Technology Wisely
Building High-Functioning Interprofessional Teams
Teamwork Affects Outcomes
Structured Interdisciplinary Rounds and Huddles
Role Clarity, Scope, and Escalation
Psychological Safety: The Foundation of Team Function
Coaching, Feedback, and Communication Training
Quality Improvement Methods for Communication
QI Basics
PDSA Cycles
Selecting the Right Measures
Using Data to Drive Communication Improvement
Communication-Focused QI Initiatives
Communication-Improvement Initiative
Designing and Sustaining Change
Knowledge Check
Key Takeaways
Section 3: Conclusion
Course Summary
Course Information
Course Contributors
Resources
References
Subject Matter Expert: Sooa Devereaux, MSN, RN
Sooa Devereaux, MSN, RN, has a long history of professional development experience within the hospital setting. She has taught in pre-licensure nursing programs and has mentored many nurses, both new graduate and experienced, throughout her career as a nurse educator. Sooa is a Lead SME Writer at Relias and holds an MSN in Nursing Education.
Reviewer: Rebecca Smallwood, MBA, RN
Rebecca Smallwood, MBA, RN is a curriculum design professional with more than 30 years of experience spanning clinical practice, organizational development, and online education. She is a licensed RN and holds an MBA with a specialization in Healthcare Administration. Her career includes leadership roles in acute care hospitals, public health, and higher education. As a Curriculum Designer in the Acute Care vertical at Relias, she leads a high-performing team of writers in producing accredited CE, regulatory, and compliance content for healthcare professionals. She brings expertise in healthcare quality, infection control, instructional design, adult learning, and content development to advance organizational goals and improve learner outcomes.
Target Audience:
The target audience for this course is: Advanced Practice Nurses; Medical Providers; Nursing Personnel; Pharmacists; in the following settings: Ambulatory Care, Hospitals: Acute, Hospitals: Critical Access (CAHs).
Relias Learning will be transparent in disclosing if any commercial support, sponsorship or co-providership is present prior to the learner completing the course.
Relias Learning has a grievance policy in place to facilitate reports of dissatisfaction. Relias Learning will make every effort to resolve each grievance in a mutually satisfactory manner. In order to report a complaint or grievance please contact Relias Learning at support@reliaslearning.com.
All courses offered by Relias Learning, LLC are developed from a foundation of diversity, inclusiveness, and a multicultural perspective. Knowledge, values and awareness related to cultural competency are infused throughout the course content.
To earn continuing education credit for this course you must achieve a passing score of 80% on the post-test and complete the course evaluation.
Course Delivery Method and Format
Asynchronous Distance Learning with interactivity which includes quizzes with questions/answers, and posttests.