Communication and Performance Improvement: Session II


Communication and Performance Improvement: An intensive educational program aimed at assessing and improving physician communication skills

Series begins Saturday, December 2, 2006
Harvard Vanguard Medical Associates
Riverside
275 Grove Street
Suite 3-300
Newton, MA 02466

Session II — January 20, 2007
Educational Objectives

By the end of this session, participants will be able to:

Define the characteristics of challenging physician-patient interactions;
Use effective communication skills to address individual differences and
avoid medical errors;
Recognize and resolve cultural and literacy barriers in practice;
Gain trust by ensuring confidentiality and privacy during interactions
with patients and colleagues; and
Convey respect to patients during encounters.

Educational Topics

8:00 a.m. Session begins

The Challenging Physician-Patient Interaction
Conducting Non-directive Counseling
Developing Cultural Awareness

12 noon-1:00 p.m. Lunch

1:00 p.m. Afternoon Session begins

Dealing with Anger and Anxiety
Breakout groups: Facing and Overcoming Obstables

4:00 p.m. Adjourn

Intersession Online Learning

Participants will be required to complete three accredited online modules (at thci.org) on quality assessment, understanding practice systems and performance improvement. The three required modules are:
1. Definitions and Measurement of Quality
2. Quality Oversight in the Marketplace
3. Quality Improvement Techniques

Online Module Objectives

By the end of this online activity, participants will:
• Describe the context, vocabulary, and basic tools of quality and performance improvement.
• Understand the approaches and tools to design and implement a discrete performance improvement project in their office practice.