HCAHPS Series: Nurse and Interprofessional Team Communication

by Instructor: Deborah Zastocki, DNP, EdM, MA, RN, NEA-BC, FACHE
Credentialed for: Nursing Professionals

$26.00

i 1.50 CEH

Course Overview

Working in the healthcare field requires outstanding communication skills. Effectively communicating with the patient, family, and colleagues is the foundation for a therapeutic and positive patient experience. The patient‘s care experience is greatly influenced by what is communicated and what the patient and family observe. As healthcare providers, we are impacted and impact others through our communication. Whether it is advocating for a patient, establishing rapport and empathy with a patient and his or her support system, or communicating with other members of the interprofessional team, our ability to effectively communicate is consistently challenged. Our relationships, personally and professionally, are built on communicating and relating to others. When we communicate effectively, patients are more likely to experience care as more positive and rate their care higher.

About the Course Author

Deborah K. Zastocki, DNP, EdM, MA, RN, NEA-BC, FACHE(r), is founder and president of Legacy Healthcare Management Consulting, LLC, in Naples, Fla. With more than 30 years of experience, her professional career has been highlighted as a clinical professional, author, educator, and healthcare executive Deborah Zastocki, DNP, EdM, MA, RN, NEA-BC, FACHE has declared that no conflict of interest, Relevant Financial Relationship or Relevant Non-Financial Relationship exists.
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Detailed Transcripts

License Tracking/Reminders

Accreditation Information

Certificates provided by accrediting body (21 Match)

  • American Nurses Credentialing Center

    1.50HOURS

    In support of improving patient care, Relias LLC 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.


  • California Board of Registered Nursing

    1.50HOURS

    Provider approved by the California Board of Registered Nursing, CEP# 13791 Nurses will receive 1.5 contact hours for participating in this course.
  • District of Columbia Board of Nursing

    1.50HOURS

    District of Columbia Board of Nursing Approved Continuing Education program (CE Provider #50-290). Nurses will receive 1.5 contact hours for participating in this course.
  • Florida Board of Nursing

    1.50HOURS

    Florida Board of Nursing CE Provider #: 50-290 Nurses will receive 1.5 contact hours for participating in this course.
  • American Occupational Therapy Association

    1.50HOURS

    Relias Learning is an approved provider of continuing education courses by the American Occupational Therapy Association. The assignment of AOTA CEUs does not imply endorsement of specific course content, products, or clinical procedures by AOTA.

    Category: Category 1.

    This activity is approved for 1.5 contact hours.
  • Commission on Dietetic Registration

    1.50HOURS

    Relias LLC is a Continuing Professional Education (CPE) Accredited Provider with the Commission on Dietetic Registration (CDR). Continuing Professional Education Provider Accreditation does not constitute endorsement by CDR of a provider, program, or materials. CDR Credentialed Practitioners will receive 1.5 Continuing Professional Education units (CPEUs) for completion of this activity/material.

    Activity Number: 148585 Learning Need Code(s): 1000, 1040, 1130, 1140 CPE Level: Level II

    Dietitians/nutritionists may submit activity evaluations directly to CDR; QualityCPE@eatright.org, or mail to: Commission on Dietetic Registration, Attn: Accredited Provider Unit, 120 South Riverside Plaza, Suite 2190, Chicago, IL 60606-6995.

    Critical Thinking Evaluation Tool
  • Florida Board of Occupational Therapy

    1.50HOURS

    This course has been approved by the Florida Board of Occupational Therapy for 1.5 contact hours, approval number 20-720468.
  • Florida Council of Dietetics and Nutrition

    1.50HOURS

    Florida Council of Dietetics and Nutrition accepts medical errors courses approved by any Board within the Division of Medical Quality Assurance of the Florida Department of Health. Relias Learning, LLC is an approved provider of continuing education in nursing by the Florida Department of Health, Board of Nursing, provider # 50-290. This course is approved for 1.5 contact hours.
  • Alabama State Board of Occupational Therapy

    1.50HOURS

    Alabama State Board Of Occupational Therapy (CEBroker Provider #50-290).

    Occupational Therapists will receive 1.5 contact hours for participating in this course.
  • Georgia Board of Nursing

    1.50HOURS

    Georgia Board of Nursing CE Provider #: 50-290 Nurses will receive 1.5 contact hours for participating in this course.
  • South Carolina Board of Nursing

    1.50HOURS

    This program was approved by the South Carolina Board of Nursing Approved Continuing Education Program (CE provider #50-290) CE Broker Course # 20-720468
  • West Virginia Board of Registered Nursing

    1.50HOURS

    West Virginia Board of Registered Nursing (CEBroker Provider #50-290)
    Nurses will receive 1.5 contact hours for participating in this course.
  • Accreditation Council for Pharmacy Education

    1.50HOURS

    In support of improving patient care, OnCourse Learning (a Relias LLC company) 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.


    Type Activity: Knowledge
    Target Audience Designation: P
  • New Mexico Board of Nursing

    1.50HOURS

    New Mexico Board of Nursing (CEBroker Provider # 50-290) This course awards 1.5 contact hours upon successful completion.
  • Arkansas State Board of Nursing

    1.50HOURS

    Arkansas State Board Of Nursing Approved Continuing Education program (CEBroker Provider #50-290). Nurses will receive 1.5 contact hours for participating in this course.
  • Arizona Board of Occupational Therapy Examiners

    1.50HOURS

    Arizona Board Of Occupational Therapy Examiners (CEBroker Provider #50-290).

    Occupational Therapists will receive 1.5 contact hours for participating in this course.
  • Georgia State Board of Occupational Therapy

    1.50HOURS

    Georgia State Board of Occupational Therapy (CEBroker Provider #50-290)
    Occupational Therapists will receive 1.5 contact hours for participating in this course.
  • South Carolina Board of Occupational Therapy

    1.50HOURS

    South Carolina Board Of Occupational Therapy (CEBroker Provider #50-290)
    Occupational Therapists will receive 1.5 contact hours for participating in this course.
  • Louisiana State Board Medical Examiners- Occupational Therapy

    1.50HOURS

    Louisiana State Board of Medical Examiners - Occupational Therapy (CEBroker Provider #50-290)
    Occupational Therapists will receive 1.5 contact hours for participating in this course.
  • Mississippi State Department of Health- Occupational Therapy

    1.50HOURS

    Mississippi State Department of Health- Occupational Therapy (CEBroker Provider #50-290)
    Occupational Therapists will receive 1.5 contact hours for participating in this course.
  • Tennessee Board of Occupational Therapy

    1.50HOURS

    Tennessee Board of Occupational Therapy (CEBroker Provider #50-290)
    Occupational Therapists will receive 1.5 contact hours for participating in this course.


Course Details
  • Course Code:

    REL-ACU-0-60256
  • Hours:

    1.50
  • Type:

    Online Course
  • Release Date:

    2019-12-01
  • Expiration Date:

    2020-10-26
  • Learning Objectives:

    Describe at least three elements of effective communication; Describe how the interprofessional team’s communication skills influence the patient experience and HCAHPS survey scores; Discuss the appropriate way to provide reassurance and comfort; Discuss two effective communication models to use in your practice; Explain three ways to handle requests; Identify at least three factors that influence the communication process
  • Outline:

    1.  Abstract

    2.  Communication and HCAHPS

    3.  Three survey questions

    4.  Nurse Scores and Hospital Ratings

    5.  Interprofessional Competency

    6.   Key Takeaways

    7.   Factors that influence communication

    8.  Verbal and Nonverbal Cues

    9.  Showing Empathy with Verbal and Nonverbal Cues

    10.  Thought Exercise

    11.  Key Takeaways

    12.  Elements of Effective Communication

    13.  Emotional Awareness

    14.  Thought Exercise

    15.  Ladder of Inference

    16.  Thought Exercise

    17.  Supportive Working Relationships

    18.  Listening and Explaining

    19.  Thought Exercise

    20.  Assertive Communication

    21.  Handling Requests

    22.  Thought Exercise

    23.  Reassuring and Comforting

    24.  Thought Exercise

    25.  Key Takeaways

    26.   Consistent Communication Strategy

    27.  TeamSTEPPS

    28.  Thought Exercise

  • Target Audience:

    The target audience for this course is: Dietitians; intermediate level Occupational Therapists; Nurses; in the following settings: Acute Care Facility.
  • Course Delivery Method and Format:

    Asynchronous/Online Distance Learning; please see certificate details for specifics on delivery format.
    Relias has a grievance policy in place to facilitate reports of dissatisfaction. Relias will make every effort to resolve each grievance in a mutually satisfactory manner. In order to report a complaint or grievance please contact Relias.
    If you require special accommodations to complete this module, please contact Relias Support by completing the web form (https://www.relias.com/help) or by using the chat functionality.
    All courses offered by Relias, LLC are developed from a foundation of diversity, inclusiveness, and a multicultural perspective. Knowledge, values and awareness related to cultural competency are infused throughout the course content.
    Reference herein to any specific commercial product, process, or service by trade name, trademark, service mark, manufacturer or otherwise does not constitute or imply any endorsement, recommendation, or favoring of, or affiliation with, Relias, LLC.
    All characteristics and organizations referenced in the following training are fictional. Any resemblance to any actual organizations or persons living or dead, is purely coincidental.
    To earn continuing education credit for this course you must achieve a passing score of 80% on the post-test and complete the course evaluation.
  • Accommodations:

    If you require special accommodations to complete this module, please contact Relias Customer Support here.
  • Disclosures:

    Expert Reviewers, Instructors, and Staff Writers disclosures will be listed above after the individuals' biographical paragraph. All other members involved within the planning of this educational activity have declared no conflict of interest exists when planning and developing this course.
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