Medical Ethics and Critical Management Strategies to Improve Patient Care

Target Audience:
Dentists, Dental Staff, Physicians, Physician Assistants, Nurses, Nurse Practitioners, Pharmacists, Psychologists ,Psychiatrists, American Psychological Association, Chiropractors, Dentists, Medical Management Team, Hospital Administrators, Nursing Home Administrators, Faculty & Students from Healthcare and Business Fields

Accreditation:
• 14 CE Credits
• 14 AMA PRA Category 1 Credits™
• 14 ACPE Credits
• 14.0 Contact Hours
• Also approved for Psychology and Dental CE Credits

Program Purpose:

"Applying Marketing Research Techniques to Improve Patient Care"

"Ethical Issues Pertaining to Patient Confidentiality & Consent; AND, Human Resources Management Issues that can Impact Patient Care"

1. The "Value of Marketing Research Techniques in Improving Patient Care" (5 hours )
• The basics of a patient satisfaction survey
• The 5W&H of understanding the patient and associated environmental issues
• The role of patient (and caregiver) satisfaction surveys
• Situations requiring quick survey research-valuing internal versus external surveyors
• Survey research design, organizing, overseeing, reporting, and understanding
• Types of data collection techniques
• Inclusion and exclusion criteria
• Writing good survey questions-a critical look at a variety of different questions
• Understanding the report and determining strategies for patient care improvement
• Ethical issues pertaining to patient/caregiver satisfaction surveys

2. Recap of the above topic and discussions with specific cases and examples (2 hours)

3. ETHICAL ISSUES - 1: Patient confidentiality and consent (2 hours)
• Potential compromising situations where patient confidentially can unintentionally be breached:
? In healthcare institutions/setting
? By health and non-health personnel
? In other social settings
• EXAMPLES and INTERACTIVE CASES
• Differentiation between types of consent AND assessing consent issues for and about different clients- minors, adults, and elderly
• CASE STUDIES and ROLE PLAYING exercise

4. ETHICAL ISSUES - 2: Gatekeepers for ethical integrity (1 hour)
• Conflict of interest
• Whistle-blower
• Impaired healthcare provider
• Discrimination
?  Workplace
?  Patient
• CASE STUDY and DISCUSSION

5. EMPLOYEE CONFLICT MANAGEMENT & ITS RELATIONSHIP WITH PATIENT CARE (1 hour)
• Impact of inter-personnel conflict on patient care
• Correlation between conflict situations and organizational complexity
• Factors that trigger conflict
• Conflict between different types of personnel:
? Physician-physician
? Physician-nurse
? Nurse-nurse
? Department-department
? Professional disparagement and its impact on patients and care delivery
? CASE STUDY, ROLE PLAYING exercise, and DISCUSSION

6. PROFESSIONAL/UNPROFESSIONAL BEHAVIOR - Expectation of Professionalism from (1 hour)
• Healthcare personnel perspective
• Patient Perspective
• Family/Guardian/Caregiver Perspective
• CASE STUDY and DISCUSSION

7. MANAGING COMMUNICATION (1 hour)
• Ethical dimensions of appropriate communication by medical office staff
• Value, Issues, and Challenges
• Types of communication
• Non-verbal communication
• Impact on patient/caregiver and their subsequent relationships with health professions
• Cautions & Precautions
• CASE STUDY, Role playing excursion, and DISCUSSION

8. ETHICAL ISSUES - 3: MANAGING TECHNOLOGICAL IMPACT ON PATIENT CARE (1 hour)
• Ethical Challenges due to Increasing interference of technology in patient care and patient data maintenance
• Cell phones - unauthorized photography and texting
• Personal computers/tablet PCs - researching and postings
• CASE STUDY and DISCUSSION related to unethical behaviors pertaining to utilizing cell phones and computers by health professionals
• The 5-W&H of patient data access
• Situations of unauthorized patient data access
• CASE STUDY and DISCUSSION