2008-2010 SHCA Webinar Archives
Ordering, Payment Options and Customer Service
You can order online, by mail, phone or fax. When ordering by phone, please have the item number or publication title handy. Fax orders to (866) 516-5817.
All online orders must be paid by credit card. SHCA/AHA accepts American Express, VISA and MasterCard. Check and company purchase orders are accepted only by phone, fax and mail and are subject to a credit check. All fees are calculated and paid in U.S. currency. Due to PCI regulations, no credit card orders may be emailed.
If paying by check, please send your check (USD) along with your order information to:
AHA
PO Box 933283
Atlanta, GA 31193-3283
Download the order form
Questions? Call (800) 242-2626 (8:30am – 4:30pm CT)
My Way, Right Away, Now! Establishing Structure for Addressing the Disruptive Patient/Family Members
presented December 2010 - Meet the Presenter
Unfortunately, in today’s environment, healthcare professionals are seeing an increase in demanding, abusive, and at times threatening behaviors from patients and families. In a time of heightened safety concerns, an enhanced set of skills and structure is necessary to contain these dangerous situations. This webinar will provide tools and resources that demonstrate an effective protocol for managing disruptive behavior.
Member price: $49
Non-member price: $99
The Patient-Centric Web and Social Media – Opportunities for Advocacy
presented October 2010 - Meet the Presenter
In the past, if a patient had a good or bad experience with your organization, they told a few friends. Today, they can tell the world. Between Twitter, blogs, and YouTube, there are a variety of communication vehicles out there that can spread the word in a matter of seconds. Join Geonetric’s Ben Dillon as he discusses the evolving world of patient-centered online communications. From one-on-one conversations to accessing an entire community, this new view of patient-centered online communications provide limitless opportunities for advocacy.
Member price: $49
Non-member price: $99
New Joint Commission Patient - Provider Communication Standards
presented September 2010 - Meet the Presenter
This webinar gives you access to the knowledge to ensure your hospital has the latest information on the Joint Commission’s newly revised hospital accreditation standards to improve patient-provider communication. In addition, you will learn about a free resource, Advancing Effective Communication, Cultural Competence, and Patient- and Family-centered Care: A Roadmap for Hospitals
Member price: $49
Non-member price: $99
When Knowledge Isn't Enough: Symptoms and Psychological Impact of Trauma in Family Members
Presented July 2010 - Meet the Presenters
Sheila Brune shares her story of how she became an advocate for patients and families. She expresses the importance of honesty when bad things happen in healthcare and describes how simply saying “I’m Sorry” and demonstrating compassion and sincerity to patients and families can facilitate an amicable relationship and financial impact when managing the aftermath of sentinel events.
Sherry Worsham, a graduate student at Harvard Extension School, shares the results of her research that examined medical error incidents from the perspective of the family members of the injured and offer her the findings in further discussion.
Member price: $49
Non-member price: $99
Accountabilty Nuts and Bolts for Healthare Leader
Presented July 2010 - Meet the Presenter
To achieve breakthroughs in patient-centered care and the patient experience, we need to stop the erosion of our standards that occurs when we tolerate violations. We also need to establish, communicate and enforce higher standards that will move us from good to consistently GREAT. In this webinar, Wendy Leebov illuminates the leader’s key roles in accountability and shares concrete tools you can use to move your employees to a higher level with clarity, courage, and conviction.
Member price: $49
Non-member price: $99
Responding to Grievances: Formulating the Written Response
Presented March 2010 - Meet the Presenter
This webinar provides a brief review of the CMS requirements as related to responding to grievances. Jerri shares best practices and templates so you not only meet the required standards for information, but also meet your organization’s intent to restore trust and confidence in your facility.
Member price: $49
Non-member price: $99
Psychosocial HCAHPS: The Patient Experience and the Impact of Value-Based Purchasing
Presented February 2010 - Meet the Presenter
This session includes a brief overview of the current HCAHPS reporting structure. More importantly, we will review the most recent updates to Value Based Purchasing including the timeline until pay for performance. The session also includes some best practices to help jump start improvement on HCAHPS measures and an overview of key national HCAHPS findings.
Member price: $49
Non-member price: $99
Psychosocial Aspects of Family Members In A Crisis
Presented December 2009 Meet the Presenter
Idenitfy the difference between survival and causative grief and facilitate the process of providing the opportunity for emotional closure.
Member price: $49
Non-member price: $99
Improving the Patient and Family Experience, Part II: Becoming a Change Agent
Presented October 2009 Meet the Presenter
Part II of "Improving the Patient & Family Experience" continues with discussion on how to engage and become a change consultant in your facility and foster and encourage patient-centered care.
Member price: $49
Non-member price: $99
Improving the Patient and Family Experience, Part I: Maximize the Voice of the Customer: The Power of Data
Presented September 2009 Meet the Presenter
For Patient Advocates, learning to analyze and use different sources of data to develop a clear and compelling picture of what customers (patients, families, visitors, community) want from their healthcare organization and how to present the information is the key to driving positive change.
Member price: $49
Non-member price: $99
Cultural Competency in Patient Centered Care
Presented July 2009 Meet the Presenters
Good medical care depends on effective communication between patients and providers. Ineffective communication can lead to improper diagnosis and delayed or improper medical treatment. Effective communication with persons who have limited English proficiency, as well as persons who are deaf or hard-of-hearing, often requires additional skills and services. Participants will hear the vital importance of this issue and the national initiative that the Office of the Civil Rights (OCR) in collaboration with the American Hospital Association (AHA), has launched to provide technical assistance and share resources that aid hospitals in effectively communicating to all cultures.
Member price: $49
Non-member price: $99
Ethics Course: Managing Healthcare Dilemmas and Ethical Resolutions
Presented May 2009 Meet the Presenter
Modern healthcare abounds in ethical dilemmas and patient advocates play a unique role in the resolution of these challenges. Ethical practice usually involves poignant choices between and among competing values, principles, and virtues. This session explores some common ethical dilemmas in healthcare, several approaches to dilemma resolution that involve principles and theories, and ethical perspective taking.
Member price: $49
Non-member price: $99
Competencies of Patient Advocacy: Defining Advanced Standards of Practice
Presented March 2009 - Meet the Presenters
SHCA leadership has identified nine Domains of Practice which articulate the body of knowledge and skills most critical to professional competence in the role of Patient Advocacy. In this 60 minute webinar, participants will review each of these nine domains and receive direction as to the knowledge and skills needed to achieve professional success in this profession.
Member price: $49
Non-member price: $99
Managing Risk As A Patient Advocate: Partnering With Others For Quality Care
Presented January 2009 - Meet the Presenter
Join Judi Cranberg, RN, JD as she defines the roles of a patient advocate and risk manager and how these roles complement each other within a hospital setting. Judi will share best practices for patient advocates and risk managers, including tips on communicating effectively and appropriately in a variety of patient situations. She will share insights on how to effectively communicate using different communication vehicles. Judi will walk participants through the CMS grievance process and explain the steps involved as well as provide litigation warning signs and when to seek help.
Member price: $49
Non-member price: $99
10 Things You Should Know About HCAHPS: How the Best Achieve and Maintain Top HCAHPS Scores
Presented November 2008 - Meet the Presenters
The Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) measures patients’ experience of care in health plans, as instituted by the Centers for Medicare and Medicaid (CMS) which addresses patient perspectives within the acute care setting. In Patient Advocacy today, there is a critical need to understand HCAHPS as an indicator of the patient experience, its relationship to patient satisfaction, and the impact that HCAHPS has on your organization. The opportunity is now to learn key ways you can achieve top HCAHPS Scores.
Member price: $49
Non-member price: $99
Grievance Interpretive Guidelines - The CMS Conditions of Participation for Patient Grievances: What Every Advocate Needs to Know
Having difficulty understanding the CMS's (Centers for Medicare/Medicaid Services) standard for grievance management? CMS's Conditions of Participation (CoPs) are the interpretive guidelines that explain the intent of the rule and how to be compliant. Take this opportunity to experience a guided review of all elements required to be eligible for Medicare or Medicaid reimbursement. This webinar also contains a robust Q&A section for application.
Member price: $49
Non-member price: $99
Building a Great Service Recovery Program from the Ground Up: Is Your Facility CMS Compliant?
Presented September 2008 - Meet the Presenters
Hospital leaders are becoming increasingly committed to providing superb customer service by demonstrating an outstanding patient experience- the best possible clinical quality, patient service, and operations. This webinar examines how federal regulations are impacting hospital policies regarding Medicare/Medicaid services and discovering new program implementations for effective policy writing. Familiarize yourself with relevant and applicable information for public, private and VA sectors of healthcare facility regulation.
Member price: $49
Non-member price: $99