Health Care Ethics and Safety: A Quality Case for Consumer Engagement*

*Activity also referred to as, Compassionate Care: A Quality Case for Consumer Engagement.


Building a culture of health and well-being for those we care for means promoting compassionate, high-quality, efficient and person-centered care. When individuals and their families believe that we place their well-being at the center of what we do, there is a greater likelihood that outcomes will improve. In acute care settings, this might mean greater treatment adherence, shorter lengths of stay and fewer medication errors. However, health care professionals (HCPs) often experience significant compassion fatigue and may dismiss compassion as less important than other aspects of care.

This activity will focus on the importance and impact of compassionate, collaborative, person-centered care and will help to identify challenges—as well as potential solutions—to recognizing the value of compassion, care and dignity on both quality and cost of care.

This activity is jointly provided by OptumHealth Education and UnitedHealth Group — Center for Clinician Advancement.

Commercial support
There was no commercial support received for this activity.

Hardware/software requirements
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Target Audience

This activity is designed to meet the educational needs of case managers, dietitians, nurses, nurse practitioners, pharmacists, pharmacy technicians, physicians, psychologists, and other HCPs who have an interest in compassionate, high-quality and person-centered care.

Learning Objectives

At the end of this educational activity, participants should be able to:

  • Explore how building a culture of health and well-being can promote high-quality, compassionate care that takes individual and family preferences into consideration.
  • Relate how quality, safety, ethics and costs of care can be impacted when there is compassionate interaction between the individual and the health care team.
  • Explore the challenges and barriers to improving consumer engagement and compassionate care.
  • Identify practices and strategies that the interprofessional team may employ to enhance partnerships with individuals and their families/caregivers.
Activity summary
Available credit: 
  • 1.00 ACPE - Pharmacists
  • 1.00 ACPE - Pharmacy Technicians
  • 1.00 AMA - Physicians
  • 1.00 ANCC - Nurses
  • 1.00 APA - Psychologists
  • 1.00 CCMC - Ethics - Case Managers
  • 1.00 CDR - Dietitians
Activity opens: 
Activity expires: 

Mary Jo JerdeMary Jo Jerde, MBA, BSN, RN, FAAN
Senior Vice President
Center for Clinician Advancement
UnitedHealth Group
Minnetonka, MN

About the moderator
Ms. Jerde is a results-oriented health care leader with extensive expertise in strategic thought leadership, operations and project management. She is currently the Senior Vice President of the Center for Clinician Advancement at UnitedHealth Group, which focuses on the deployment of programs to improve clinician engagement, reduce voluntary turnover, promote health and well-being and support the personal and professional development of the more than 32,000 nurses, social workers, pharmacists, advanced practice clinicians and other licensed clinicians who work for the company. The Center engages with numerous organizations to advance these professions with a major focus on realizing the aims of the Institute of Medicine’s report, The Future of Nursing: Leading Change, Advancing Health. Passionate about leadership and modernizing education, Ms. Jerde partnered with an academic institution to deliver the Nurse Leader Executive Program, which was aimed at creating the executive mindset and leadership competencies necessary for tomorrow’s nurse leaders.


Susan Hassmiller, RN, PhD

Susan Hassmiller, RN, PhD, FAAN
Senior Advisor for Nursing
Future of Nursing: Campaign for Action
Robert Wood Johnson Foundation
Princeton, NJ

Peter J. Pronovost, MD

Peter J. Pronovost, MD
Senior Vice President
Clinical Strategy
Minnetonka, MN

About the presenters
Susan Hassmiller, RN, PhD, FAAN is the Robert Wood Johnson Foundation Senior Adviser for Nursing. In partnership with AARP, Susan also directs the Foundation’s Future of Nursing: Campaign for Action. This 50-state and District of Columbia effort strives to implement the recommendations of the Institute of Medicine’s report The Future of Nursing: Leading Change, Advancing Health and will additionally seek to build a Culture of Health. Susan served as the report’s study director. She is also serving as Co-Director of the Future of Nursing Scholars program.

Susan’s work has included service in public health settings at the local, state and national levels, including at the Health Resources and Services Administration. She taught community health nursing at the University of Nebraska and at George Mason University in Virginia.

Susan is a member of the Institute of Medicine and a fellow in the American Academy of Nursing. She sits on other advisory committees and boards, including the American Red Cross and the Meridian Health System, which is soon to be the largest health system in New Jersey. She is the recipient of many awards and two honorary doctorates, but most notably the Florence Nightingale Medal, the highest international honor given to a nurse by the International Committee of the Red Cross.

Peter Pronovost, MD, PhD is Senior Vice President of Clinical Strategy at UnitedHealthcare, where he focuses on improving patient safety in the contracted care provider network. Prior to joining UHC, he spent the previous 20 years at Johns Hopkins University, driving initiatives such as hospital checklist protocols to prevent hospital-acquired bloodstream infections, institutional quality improvement programs, and multidisciplinary clinical operating management systems. For his leadership in this area, Dr. Pronovost was cited as one of the 100 most influential people in the world by Time magazine in 2008, selected as an advisor to the World Health Organization’s World Alliance for Patient Safety, honored with a MacArthur Foundation “genius grant” in 2008, and elected to the National Academy of Medicine in 2011. A global thought leader in his field, he is the author or coauthor of 800 peer-reviewed publications. At UHC, Dr. Pronovost works to enhance and simplify care delivery practices and focuses on patient-centered care programs across the care continuum.

Activity planners
Sarah Chart, RN
Vice President
OptumHealth Education

Jeanne Gibson, RN
Director, Center for Clinician Advancement
UnitedHealth Group

Rebecca Gleason, RN
Activity Manager
OptumHealth Education

Jennifer K. Meyer, MBA, CSSBB
Director, Center for Clinician Advancement
UnitedHealth Group

Tina Rydland, PharmD
Crystal Clear Rx

Disclosures of relevant financial relationships
In accordance with the ACCME Standards for Commercial SupportSM, OptumHealth Education (OHE) requires all those involved in the development of activity content to disclose their relevant financial relationships. An individual has a relevant financial relationship if such person (or his/her spouse/partner) has a financial relationship in any amount occurring in the last 12 months with a commercial interest. OHE ensures that the content is independent of commercial bias.

The activity faculty or planners have no financial relationships to disclose.

Method for calculating CE credit
CE credit was calculated by the complexity of content.

Accreditation statement
Joint Accreditation LogoIn support of improving patient care, this activity has been planned and implemented by OptumHealth Education and UnitedHealth Group — Center for Clinician Advancement. OptumHealth Education 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.

Credit designation statements
IPCE Credit LogoThis activity was planned by and for the health care team, and learners will receive 1.00 Interprofessional Continuing Education (IPCE) credits for learning and change.

The participant will be awarded up to 1.00 contact hour(s) of credit for attendance and completion of supplemental materials.

Nurse practitioners
The American Academy of Nurse Practitioners Certification Program (AANPCP) accepts credit from organizations accredited by the ACCME and ANCC.

Pharmacists/Pharmacy technicians
This activity is approved for 1.00 contact hour(s) ([0.10] CEU) in states that recognize ACPE.
Attending the full program will earn 1.00 contact hour(s).
Unique Activity Number(s): JA0007123-9999-21-146-H04-P/T

OptumHealth Education designates this enduring activity for a maximum of 1.00 AMA PRA Category 1 Credit(s). Physicians should claim only the credit commensurate with the extent of their participation in the activity.

The American Academy of Physician Assistants (AAPA) accepts credit from organizations accredited by the ACCME.

Case managers
This activity has been pre-approved by the Commission for Case Manager Certification to provide Ethics continuing education credit to Certified Case Managers (CCMs). The course is approved for 1.0 CE contact hours. Activity code: I00031884; Approval Number: 180001562
CCMC Ethics credit is approved for this course. The CCMC Code of Professional Conduct will be referenced in these presentations. View the CCMC Code of Professional Conduct here.
To claim these CEs, log into your CE Center account at

This program has been approved by the Commission for Dietetic Registration for 1.0 CE contact hours.

OptumHealth Education is approved by the American Psychological Association (APA) to offer continuing education for psychologists. OptumHealth Education maintains responsibility for this program. 1.00 CE hour.

A certificate of attendance will be provided to learners upon completion of activity requirements, enabling participants to register with licensing boards or associations that have not been preapproved for credits. To apply for credit types not listed above, participants should use the procedure established by the specific organization with which they wish to obtain credit.

Available Credit

  • 1.00 ACPE - Pharmacists
  • 1.00 ACPE - Pharmacy Technicians
  • 1.00 AMA - Physicians
  • 1.00 ANCC - Nurses
  • 1.00 APA - Psychologists
  • 1.00 CCMC - Ethics - Case Managers
  • 1.00 CDR - Dietitians
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