Topics:

• Definitions and measurement of quality
• Quality improvement techniques
• Quality oversight in the marketplace
• Patient satisfaction

Content and topic goals: Performance measurement and quality improvement have become integral to health care delivery and practice. "Report cards" are widely available, evaluating the care and service offered by health plans and, increasingly, by individual physicians. It is paramount that practicing physicians and other health professionals understand the meaning and importance of performance measures, as well as how to implement quality improvement programs to enhance service and outcomes. This topic area will help learners to define meaningful quality parameters for their own enrolled populations; describe quality from the perspectives of patients, purchasers, regulators and other health care parties; and apply basic tools and techniques of quality improvement.

Topics:

• Effective communication skills
• Patient-centered assessment and care plans
• Involving the patient's family
• Behavior change strategies for patients for maintain and improve their health
• Ethical issues in the practitioner-patient relationship

Content and topic goals: Effective practitioner-patient communication has always been the linchpin of good care. Today, it is more important than ever. Patients are variously confused or suspicious of their health plan's utilization procedures; concerned about the impact of financial incentives on their care; and overwhelmed by exposure to virtually unlimited clinical information. By understanding the principles of effective communication with patients and family members, practitioners can address these issues; maximize patient and family satisfaction and compliance with treatment plans; and optimize health outcomes and efficient use of resources. This topic area will teach physicians and other clinicians how to negotiate treatment plans and minimize patient frustration when requested services are deemed unnecessary. This content covers the skills necessary to make the best use of time with patients through active listening and effective communication techniques.