SHCA Webinar Archives
Webinar Archives are CD-ROMs of past webinars presented by SHCA. These archives allow all who participated in the event to share the materials with others and to keep the information fresh in their minds. For those who were unable to attend, this is an opportunity to have access to the audio and visual presentations. These tools can be kept as informational and training tools for personal and staff use.
Psychosocial HCAHPS: The Patient Experience and the Impact of Value-Based Purchasing
Presented February 17, 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. Click Here to order.
Psychosocial Aspects of Family Members In A Crisis
Presented December 2, 2009 Meet the Presenter
Idenitfy the difference between survival and causative grief and facilitate the process of providing the opportunity for emotional closure.
Click Here to order.
Improving the Patient and Family Experience, Part II:
Becoming a Change Agent
Presented October 28, 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. Click Here to order.
Improving the Patient and Family Experience, Part I:
Maximize the Voice of the Customer: The Power of Data
Presented September 23, 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. Click Here to order.
Cultural Competency in Patient Centered Care
Presented July 22, 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. Click Here to order.
Ethics Course
Managing Healthcare Dilemmas and Ethical Resolutions
Presented May 20, 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. Click Here to order.
Competencies of Patient Advocacy
Defining Advanced Standards of Practice
Presented March 18, 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. Click Here to order.
Managing Risk As A Patient Advocate
Partnering With Others For Quality Care
Presented January 21, 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. Click Here to order.
10 Things You Should Know About HCAHPS
How the Best Achieve and Maintain Top HCAHPS Scores
Presented November 19, 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. Click Here to order.
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. Click Here to order.
Building a Great Service Recovery Program from the Ground Up
Is Your Facility CMS Compliant?
Presented Wednesday, September 17, 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. Click Here to order.