Healthcare Professional Forming a Heart with Gloved Hands

SHSO_Relationship Centered Care_SMG & SMF - Winter Series_Live

Sacramento, CA US
March 23, 2023

Course Description

This educational activity targets the Physician, Physician's Assistants, Nurse Midwives, and Nurse Practitioners who work together, as a team, in the ambulatory and acute care setting to improve the patient experience. The Relationship Centered Care Program consists of three separate workshops designed to enhance the healthcare clinical providers skill set using the techniques listed here during their encounters with their patients and families:

• Expressing empathy, compassion, trust and relationship building and making lasting personal connections with patients

• Use of agenda setting and finding out what matters most to meet the patient and family’s needs

• Engage the patient and family as a partner and supporting patient self-care

• Assess cultural beliefs about health to meet the unique needs of diverse patient and family populations

• Providing information in a clear and respectful way to ensure understanding

• Managing difficult encounters and resistance in a way that supports open communication and patient autonomy



These educational activities occur over three sessions and include 1:1 performance observation, feedback, and coaching. Goal: Using a skill focused approach to communication, the activity builds provider skill capability through evidence based tool application to express empathy, compassion, rapidly build trust, make connections with patients and patient care givers, set agendas in order to meet the needs of the patient and family during the encounter and engage them as a partner in self-care management support. These educational activities occur over three sessions and include 1:1 performance observation, feedback, and coaching.

Target Audience

Nurse Practitioner (NP)

Physicians (MD or DO)

Physician Assistant (PA)

Learning Objectives

After Attending This Activity Learners Should Be Able To:

  • Describe the importance of health literacy and state 3 health literate communication practices
  • Describe ways to effectively narrate care both while using the computer and during the physical exam
  • Describe when to assess cultural health beliefs
  • State questions to elicit “what matters most” to patients and families
  • Describe how to develop care plans based on patient-centered goals
  • Explain how to use “importance” and “confidence” scales to assess a patient’s readiness for change
  • Demonstrate the skills of “ask-tell-ask” and “teach-back”
  • Identify important elements of the end-of-visit wrap-up
  • Describe compassion characteristics to use when delivering bad news
  • Develop a script based on the GUIDE tool for delivering bad news
  • Describe “service recovery” and demonstrate the 4 related steps
  • Describe effective strategies used to “roll with resistance”
  • State and demonstrate 7 steps for managing inappropriate requests
  • Define emotional intelligence
  • Develop self-awareness and self-care strategies to improve coping during and after difficult encounters
Course summary
Course opens: 
Course expires: 
Event starts: 
03/23/2023 - 8:00am PDT
Event ends: 
03/23/2023 - 11:30am PDT
Sutter Health University
2700 Gateway Oaks
Sacramento, CA 95833
United States

Disclosure of Financial or In-Kind Commercial Support & Conflict of Interest

No one involved in the planning or presentation of this educational activity have any relevant financial relationship(s) to disclose with ineligible companies whose primary business is producing, marketing, selling, re-selling, or distributing healthcare products used by or on patients. No financial or in-kind commercial support was received to produce or promote this educational activity. 

– Provider Designee/Verification:  Kerri Maya, MSL, RN


In support of improving patient care, Sutter Health, is jointly accredited by the Accreditation Council for Continuing Medical Education (ACCME), the Accreditation Council for Pharmacy Education (ACPE), and the American Nurses Credentialing Center (ANCC), to provide continuing education for the healthcare team.


Attendance & Credit Claiming

OPTIONAL: You may text the 6-letter registration verification code to (916) 866-7913 to begin the credit claiming process.


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