SHCA Domains of Practice Certificate Program

Distinguish Yourself in the Healthcare Environment
Invest in Your Career as a Healthcare Patient Advocate

Whether you are entering the profession, climbing the career ladder, or simply want to learn more about various disciplines within patient advocacy, the SHCA Domains of Practice^TM Certificate Program will give you the key knowledge and tools necessary to succeed in your field.

Overview	Tuition Fees - How to Register
Module Education Calendar	Justify the Value of Attending
Module Curriculum Objectives	Cancellations
Audience	Education Credits
Module Sequencing	Frequently Asked Questions

Overview

The SHCA Domains of Practice^TM represent aggregate clusters of tasks, skills, and competencies required to successfully serve as a patient advocate in the healthcare arena.

The goal of the SHCA Domains of Practice^TM Certificate Program is to provide participants the opportunity to understand essential concepts and tools to go from good to great.

The module content is delivered over a series of webinars and offers a fresh look at the fundamentals of patient advocacy. The webinars are designed to provide convenient, professional development opportunities for those in the fields of healthcare patient advocacy and customer service/service excellence. The content is developed by expert faculty members who facilitate learning through discussion and interaction with participants.

Upon successful completion of the domain module, participants will receive a certificate in that area of healthcare patient advocacy.

The modules are designed to teach the following disciplines of the healthcare patient advocacy:

Patient Advocacy
Healthcare Management
Communication Skills
Research Methods
Customer and Service Excellence

NEW! 2013 Calendar

SHCA Domains of Practice^TM Module Programs Click the individual module link(s) below for detailed information for each session	Individual Module Pricing (Member/Non Non Member)	2013 Live Program Date All webinars are approx 75 minutes presented at 1:00 p.m. CST.
Season Pass	$1400/$1800	Register for the Season Pass Now See calendar below for complete listing of program dates
Module 1: Patient Advocacy	$140/$240	January 16th, 2013 Register Now With CC
Module 2: Healthcare Management – Leadership	$140/$240	February 13th, 2013 Register Now With CC
Module 3: Healthcare Management – Administrative	$140/$240	March 13, 2013 Register Now With CC
Module 4: Business Communication	$140/$240	April 17, 2013 Register Now With CC
Module 5: Interpersonal Communication	$140/$240	May 15, 2013 Register Now With CC
Module 6: Conflict and Conflict Resolution	$140/$240	June 19, 2013 Register Now With CC
Module 7: Grievance and Complaint Management	$140/$240	July 17, 2013 Register Now With CC
Module 8: Crisis Planning and Crisis Communication	$140/$240	August 14, 2013 Register Now With CC
Modules 9: Qualitative Research Methods and Data Analysis	$140/$240	September 11, 2013 Register Now With CC
Modules 10: Quantitative Research Methods and Data Analysis	$140/$240	October 16, 2013 Register Now With CC
Module 11: Data Management	$140/$240	Wednesday, November 13, 2013 Register Now With CC
Module 12: Customer Service and Service Excellence	$140/$240	Wednesday, December 11, 2013 Register Now With CC

2012 Archived Packages

2012 Archived Packages	Member Rate	Nonmember Rate
Season Pass (Archived recordings of Modules 1-14 presented throughout 2012)	$999 Link Coming Soon	$1500 Link Coming Soon
Individual Archived Module: Grievance and Complaint Management (recorded July 2011)	$125 Order Now	$225 Order Now

Archived modules will not be available for shipping until 30 business days after the live event.

To pay by check, click here. Fax orders to (866) 516-5817.

FAQs for the SHCA/AHA Online Store (including Purchase Order instructions)

Back to top

Module Professional Development Calendar and Tuition Fees

This curriculum serves as the “Essentials” for effective healthcare patient advocacy. The modules are presented in a webinar format. The 2012 calendar is below. All webinars are presented at 1:00 p.m. CST and are approximately 75 minutes in length, including the Q&A segment led by the faculty.

Specific program details and content outlines are listed on each program webpage.

SHCA members are entitled to reduced prices for most SHCA educational programs, publications and member services. Join as a member online.

Individual Module and Season Pass Tuition Fees

Individual modules (both the live and archived events) are priced at $140 for SHCA members and $240 for nonmembers.

Archived modules will be available for purchase 30 days following the live event. Included Resources of the archived package (CD-ROM):

Recording of live event
Certificate of completion for that module of patient advocacy
Nursing contact hours certificate(s) (if applicable)
Module PowerPoint handouts
Relevant links, professional references and templates pertaining to the module

Purchase the Season Pass* to attend all 12 modules for the price of 10. The member rate is $1400 and the nonmember rate is $1800. Details for facilities interested in purchasing the Season Pass can be found in the FAQs below.

The Season Pass includes:
Registration to each module throughout the year
A certificate of completion for each module
Participant only access link which includes the playback link, handouts and other resources that you can use to build your professional library
Nursing contact hours certificate(s) (if applicable)

*The Season Pass is available for sale as a live event or an archived package. The 2013 live event calendar is above. The archived package includes12 individual CDs including the module playback link, any relevant handout and resource information, as well as the certificate of completion. (Please call SHCA at (312) 422-3700 if there is a date conflict for one or more of the modules to discuss program delivery options.)

Purchase the Season Pass Now - (Online orders: VISA, MasterCard and American Express Accepted)

To order individual module or Season Pass (presented live) with a check payment, please complete this order form and send your check (USD) along with your order information. Fax orders directly to (312) 278-0881.

Module Curriculum Objectives

Upon completion of an entire curriculum learners should be able to:

Conduct oneself in a manner commensurate with the standards of professional conduct outlined by the SHCA Code of Ethics.
Implement best practices in healthcare management.
Determine the appropriate and legal standards for effective grievance and complaint management.
Evaluate the organization’s level of customer service and recommend strategies for achieving service excellence.
Use effective written and interpersonal communication strategies.
Develop sensitivity to multicultural differences and apply strategies that demonstrate multicultural communication competency.
Accurately measure patient satisfaction using valid and reliable instruments and interpret the results to create meaningful action.
Determine the appropriate standards for managing healthcare data and records using legally defensible methods.
Implement effective crisis management processes.
Work consistently to improve patient interaction within the organizational setting and healthcare delivery system.

Module Content Overview (PDF)

Audience

Whether you are entering the field, climbing the career ladder, or simply want to learn more about various disciplines within patient advocacy, the SHCA Domains of Practice^TM modules will give you the key knowledge and tools necessary to succeed in your field.

The modules features expert presentations geared toward professionals in:

Patient Advocacy
Patient Representation
Complaint Management
Customer Relations
Guest Services
Quality Management
Social Work
Service Excellence
Others involved in Healthcare Patient and Consumer Advocacy

Module Sequencing

For those learners who are new to the profession the curriculum should be taken in a sequential fashion as outlined in the module calendar. The curriculum, however, is modular in design with each module representing a single unit of instruction. For learners who want a refresher course in a particular subject or for those learners who want information on a “just in time” basis – each unit can be taken separately – a design principle consistent with learner-centeredness and with sensitivity toward learning differences across generational boundaries.

Justify the Value of Attending

Leading experts, professional contacts, powerful tools, impactful lessons -- these are just some of the valuable ways in which participants and their employers can benefit from attending the Domains of Practice modules. Learn more about the program benefits and download a customizable letter you can use to convince your employer that this program is too valuable to pass up.

Cancellations

Registration fees, less a $50 cancellation fee per module, are refundable only if written notice is postmarked no later than 5 business days before each session date. All cancellation and refund requests must be made in writing to: SHCA, 155 North Wacker, Suite 400, Chicago, IL 60606; fax (312) 278-0881.

Education Credits

Continuing education credits

Upon successful completion of the domain module, participants will receive a certificate in that area of healthcare patient advocacy.

SHCA may withhold a certificate for incomplete attendance, as determined by program monitors.

Applications for nursing contact hours will be submitted on most SHCA education offerings. If contact hours are pursued you will find the following statement(s) on the applicable education page and/or marketing materials stating:

This activity has been submitted to Illinois Nurses Association Approver Unit for approval to award contact hours. Illinois Nurses Association is accredited as an approver of continuing nursing education by the American Nurses Credentialing Center’s Commission on Accreditation.

Criteria for successful completion include a program evaluation.

Certificates of completion

Upon completion of all 12 modules of the SHCA Domains of Practice^TM, SHCA is pleased to award a certificate of completion for the entire program. Candidates must complete and return the certificate of completion application (Microsoft Word Document), along with copies of each module's certificate, to SHCA to be eligible for the certificate of completion. Once received, SHCA will process and send back the certificate of completion to the successful participant.

Curriculum Frequently Asked Questions

What is the SHCA Domains of Practice^TM Certificate Program?

The SHCA Domains of Practice^TM Certificate Program is a series of 12 webinars which focusing on key knowledge for a healthcare patient advocate.

What is a ‘certificate program’?

Registrants will receive a certificate of completion for participating in each webinar. Registrants who participate in all 12 webinars will receive a certification of completion, signifying their participation in every webinar. By participating in every webinar over the course of the year, SHCA is demonstrating the scope and connection of content that comprises a body of knowledge important to the patient advocate profession.

Must I register for all 12 modules?

No, you can register for only those modules that you wish to take. A certificate of completion will be sent to you after successful completion of each module.

However, to receive the Domains of Practice Curriculum Certificate, you must have taken and successfully completed all modules.

Can several staff members at one facility participate with one registration fee?

Yes. You pay one fee, provide one computer and speaker phone, and invite as many people to listen and watch as you wish! Participants will hear the presenters and simultaneously view the presentations.

Can more than one site within a health system register with one registration fee?

If you have employees within the same institution that work in your facility satellite offices (or health system), simply pay one full registration fee for the first registrant and every subsequent satellite office will receive a discounted rate of $79 per module or $790 for a season pass. For more details on this type of registration, please contact shca@aha.org.

If more than one person is attending the event, will we all receive certificates of completion?

Yes. If your facility wants to purchase a module, everyone who participates in the live event will earn a certificate of completion for that module after completing the evaluation.

Here is how it works:

One individual must register as the “site contact”. That individual will be the one who receives all of the communication regarding the event from SHCA (registration confirmation, module log in information, handouts, etc).
Upon conclusion of the webinar, SHCA will send an email to the site contact guiding them to a special participant-only link. The link will include resource information as well as a survey that must be completed in order to obtain the certificate of completion.
The site contact will be required to forward the link to each participant/staff member and have them complete the form themselves.
Once the survey is complete, each person will have the ability to download their certificate of completion.

What if I can't attend the live Webinar? Will the series be offered on an archived CD? Do I receive a certificate of completion with the archived CD? Are nursing contact hours granted with the purchase of the CD?

The audio CD/materials will be available to ship 30 days after of the live event.

You may order the audio CD/materials package from each of the modules you wish to attend, including the season pass. The CD will include the playback link, any relevant handout and resource information, as well as the certificate of completion.

The package price is the same as the live webinar dates.

All archived packages will be submitted to the Illinois Nurses Association for nursing contact hours. Approval notices will be shared on the module program website and the certificate will be available to download on the CD.

Can I use my Cleveland State University certificate of completion toward the SHCA Domains of Practice^TM program?

No. While SHCA and CSU support each other’s educational programs we both recognize the unique nature of each program and delivery method. CSU "students" are encouraged to participate in the SHCA Domains of Practice Certificate Program if they want to continue to develop their skills and network with other patient advocates. You may participate in any or all of the SHCA modules, depending on your learning and networking interests. SHCA members are entitled to reduced prices for most SHCA educational programs, publications and member services.

Is this a certification program?

The Certificate Program does not test participants’ knowledge, a key feature of any certification program. It does not result in a credential or a degree. Rather, the Certificate Program represents a series of modules whose content has been identified by patient advocates as fundamental to the practice.

SHCA leadership is committed to developing the profession. By introducing the SHCA Domains of Practice^TM Certificate Program we are providing professional development and networking for members and others interested in learning about or advancing their knowledge and skills. It is important to lay a strong foundation of knowledge and practice. Our long-term goal is to develop a certification program and we are taking the appropriate steps within our professional development strategy to serve the needs of the members through education such as the Certificate Program.

SHCA looks forward to building the body of knowledge through its Domains of Practice program and will keep the members informed of future developments.

What is the difference between Certificate and Certification?

The primary distinction between certification and certificates is that the former focuses on the assessment of current knowledge and skills while the latter focuses on training individuals to achieve a certain knowledge and skill base and then assesses accomplishment of it. In addition, the certificate’s training and assessment cover a focused area of knowledge or skill, where as a certification’s assessment is usually broad (often covering a full profession or occupation.)

Are continuing education units available for the certificate program?

Yes. A Module Course of Completion will be sent to participants who have completed the evaluation sent at the conclusion of each webinar.

Upon completion of all 12 modules of the SHCA Domains of Practice, SHCA will award a certificate of completion for the entire program. Candidates must complete and return the certificate of completion application (Microsoft Word Document), along with copies of each module's certificate, to SHCA to be eligible for the certificate of completion. Once received, SHCA will process and send back the certificate of completion to the successful participant.

In addition, applications for nursing contact hours will be submitted on most SHCA education offerings. If contact hours are pursued you will find the following statement(s) on the applicable education page and/or marketing materials stating:

An application for approval of nursing contact hours has been submitted to the Illinois Nurses Association Approver Unit.

Once the continuing education application(s) is approved, there will be an approval statement listed on the applicable materials. To receive Nursing credit you will need to complete a special evaluation after the education program (which will be sent as part of the follow up email to the main site registrant). Upon completion of the program evaluation, SHCA will send you the certificate(s) from INA with their respective approval numbers. Archived packages will also be submitted to INA for nursing contact hours.

What makes SHCA's educational program different than existing programs?

It's designed by patient advocates for patient advocates with learner-centeredness and with sensitivity toward learning differences across generational boundaries.
You will gain access to expert, practitioner faculty during and after the webinar, including a live Q&A segment.
You will connect and learn from patient advocate peers after the module by participating in the SHCA listserv or other national SHCA events.

What tasks make up the course other than participating in the webinar?

After each module webinar, participants are given an evaluation and discussion questions about the module topic to exchange ideas and ask questions to each other and the instructor.

What supplies and books are needed for the course?

A computer and high-speed internet are needed to participate in the courses. Course content and reading materials are available for download and will be distributed to participants via email. The SHCA resource, In the Name of the Patient, is an excellent guide for those new or seasoned in the profession. Details are included with registration confirmation.

Where and when does the module webinars take place?

The modules are presented on a monthly basis. Participants are given access to the course and easy-to-follow directions within 24-48 hours prior to the live webinar date.

Who should I contact if I have additional questions?

If you have additional questions, please contact SHCA at shca@aha.org or (312) 422-3700.