A Doctor listening to their patient.

SMG_Patient Experience Seminar_Live - March/April Classes

March 16, 2023 to April 6, 2023

Course Description

The Patient Experience Seminar is designed to the healthcare provided team in improved communication with their patients, address their role as a leader in their practice, give them tools for communicating with and understanding patients from diverse backgrounds, and to help them manage their own well being and recognize the signs of burnout. The seminar includes didactic and interactive learning elements that help the learner practice new communication skills in a safe and supportive team environment. This two-day seminar is led by P.T. Koenig, M.D. and Kelly Herbelin-Farrar, M.D., Co-Lead Clinician Communication Coaches for Sutter Medical Group.

Target Audience

Nurse Practitioner (NP)

Nurse, Registered (RN)

Physicians (MD or DO)

Physician Assistant (PA)

Learning Objectives

As a result of completing this program, learners will be able to:

1. Identify why patient experience is important and the role it plays in the delivery of high-quality, relationship-centered care.

2. Explain the correlation between patient satisfaction and clinician satisfaction as well as the role this association plays in burnout.

3. Identify the stages of burnout, the importance of personal wellness, and resources available.

4. Discuss how to effectively manage the time spent with the patient and negotiate the agenda for the visit.

5. Demonstrate application of key concepts in the exam room, such as setting a foundation with first impressions and showing empathy, through role play in the educational setting and an opportunity for coaching in practice settings.

6. Acquire strategies for improved performance during challenging patient interactions including bias against clinicians utilizing a framework for balancing the desires/rights of the clinician and the patient.

7. Specify a commitment to change in terms of what actions the learner will take to improve their ability to provide culturally appropriate care that is free from implicit biases. (“What three things will you do differently as a result of this learning?”)

Course summary
Course opens: 
Course expires: 
Event starts: 
03/16/2023 - 8:00am PDT
Event ends: 
04/06/2023 - 12:00pm PDT

Reference for Self-Directed Learning in Compliance with Assembly Bills 1195 & 241- Providing Culturally Appropriate Care which is Free of Implicit Biases:

Lekas, H., Pahl, K. & Lewis, C. (2020). Rethinking cultural competence: Shifting to cultural humility. Health Services Insights; 13: 1-4. https://doi.org/10.1177/1178632920970580

United States
+1 (916) 614-1519

Sutter Health University.  Ste. 2600.  San Francisco conference room.

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), the American Nurses Credentialing Center (ANCC), and the Association of Social Work Boards (ASWB) to provide continuing education for the healthcare team.


Credit Designation Statement

Sutter Health designates this LIVE activity for a maximum of 7.0 AMA PRA Category 1 Credits™  for physicians and 7.0 continuing professional development contact hours for nurses. Learners should claim only the credit commensurate with the extent of their participation in the activity.


Note to Other DisciplinesAMA PRA Category 1 Credits™ Continuing Medical Education is acceptable for meeting the continuing education requirements for Pharmacists, Physician Assistants, Psychologists, Registered Nurses, and Respiratory Care Practitioners. For other disciplines, please check with the regulatory board for your discipline to confirm what type of credits meet the continuing education requirements. Continuing education hours for nurses accredited by ANCC, via Joint Accreditation.


Attendance & Credit Claiming

Text the 6-letter attendance verification code to (916) 866-7913 to claim credit.


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