Establishing Effective Communication with Patients with Intellectual Disabilities: R.A.F.T. Part 2

August 10, 2017

PWID often experience restricted independence due to limited communicative abilities, which can be challenging for HCPs and caregivers. HCPs need to be aware of each individual’s perspective and adapt their communicative behaviors to accommodate the unique needs of PWID. Decreasing barriers to effective patient-centered communication with PWID will increase the delivery of meaningful health care, build rapport and lead to the development of trusted relationships, which should increase perceived quality of care.

This webcast, the second in the series, will discuss how to integrate the four themes of the R.A.F.T. (Respect, Accommodation, Follow-Up, Time) model into each stage of the PWID clinical experience. Case studies will highlight a variety of scenarios designed to educate HCPs about how to utilize R.A.F.T. at every stage of the PWID’s health care experience, from the first call to schedule an appointment, to the initial visit with the HCP and beyond. HCPs will learn improved communication skills to serve as an advocate for PWID, optimize their health care experiences and maximize individual health outcomes.

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

  • Describe the four main themes of the R.A.F.T. model and how this model can be integrated into each stage of the PWID’s clinical experience;
  • Explore effective communication interactions with PWID during the initial assessment, clinical examination and throughout their health care experience, and;
  • Identify communication barriers that affect interactions between PWID and HCPs, and explain how communication barriers impact health outcomes.

Brenda MacArturPresenter
Brenda L. MacArthur, PhD
Health Communication Researcher and Training Specialist
Fairfax, Virginia

About the Presenter
Brenda L. MacArthur, PhD, is an instructor in the department of communication at George Mason University. She earned her BA in communication from Bryant University and her MA in communication studies with a concentration in health from Texas State University. Dr. MacArthur’s research is centered on the intersection of health and instructional communication. She has conducted research on provider-patient and provider-provider communication. Specifically, her research focuses on educating HCPs about effective communication practices when exchanging health information with patients and colleagues. She has conducted research focused on how socialization experiences and subsequent identities affect physicians’ communication in the workplace, as well as research focused on how physicians use communication strategies to engage in or avoid discussing particular topics with patients. Her recent work also focuses on the role of interactive communication technology, which contributes new relevance to the study of miscommunication and inappropriate communication in both the education and health care contexts. An avid researcher, Dr. MacArthur has presented her work at national and international conferences. As a graduate student, she received funding for her thesis and dissertation research and continues to conduct research within externally funded projects. She currently serves as the program evaluator for two community-level health interventions funded by the Substance Abuse and Mental Health Services Administration (SAMHSA).

Disclosures of Relevant Financial Relationships
In accordance with the ACCME Standards for Commercial SupportSM, OptumHealth Education 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 whose products or services are discussed in the activity content over which the individual has control. OptumHealth Education ensures that the content is independent of commercial bias.

Faculty Disclosure
Brenda L. MacArthur has reported that she has no relevant financial relationships.

Activity Planners

Special Olypics, Texas

Michael Abbott, PhD
Retired University Vice President
Special Olympics Volunteer
Special Olympics, Texas

Richard M. Brown, EdD, CFRE
Vice President of Resource Development
Special Olympics, Texas

Sarah Chart, RN
Senior Director
OptumHealth Education

Rebecca Gleason, RN, CCM
Activity Manager
OptumHealth Education

Margaret Larsen
Special Olympics, Texas

Tina Rydland, PharmD
Crystal Clear Rx
Denver, Colorado

V. Silverstein, MD
Eagle Creek Medical Communications
Durham, North Carolina

Activity Planner Disclosures
Drs. Abbott, Brown and Silverstein and Ms. Larsen have no relevant financial relationships to report.
Ms. Chart and Ms. Gleason have indicated that they are employees of and own stock in UnitedHealth Group.
Dr. Rydland has indicated that she is a consultant for HAP Innovation.

Method of Participation
There are no fees for participating in or receiving credit for this activity.
For information on applicability and acceptance of continuing education credit for this activity, please consult your professional licensing board.

Participants will receive a certificate upon successful completion of the activity, which includes the following:

  • Completing the entire activity
  • Completing the Pre- and Post-activity Assessments, Activity Evaluation, and Application for Certificate of Credit forms

You must be logged into your account to participate in this activity. Get started by clicking “Begin” and viewing the “CE Info”; then follow the prompts at the bottom of the screen. At the end of the activity, you will be able to view, save or print your certificate of participation. The Area of Practice you indicated in your profile corresponds with your certificate type. A complete listing of all of your activities can be found under “My Account,” “My Activities.”

Accreditation Statement
Joint Accreditation LogoIn support of improving patient care, this activity has been planned and implemented by OptumHealth Education and UnitedHealthcare — Community & State. 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.

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): 0860-9999-17-024-L04-P

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): 0860-9999-17-024-L04-T

OptumHealth Education designates this live 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.

AAPC-Certified Coders
AAPC will honor 1-for-1 CEUs for any live event offering CME credit or AMA PRA Category 1 Credit™. A certificate of attendance or completion is necessary to show participation. The certificate will give the total CMEs possible for the offering. Physicians are advised to claim only the actual hours that they were present during the education. We ask that AAPC-certified members abide by this request also. One hour of instruction is worth 1 CEU.

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

Case Managers
The Commission for Case  Manager Certification has approved this program for a maximum of 1.00 clock  hour(s) for Certified Case Managers (CCM).

Psychologists, Social Workers, Counselors, and/or Marriage and Family Therapists
This event is co-sponsored by R. Cassidy Seminars.

Satisfactory Completion
Participants must have attended the entire web-based activity and completed an evaluation in order to receive a certificate. Partial credit is not available.

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

Social Workers
R. Cassidy Seminars, ACE provider #1082 is approved as a provider for social work continuing education by the Association of Social Work Boards (ASWB), through the Approved Continuing Education (ACE) Program. Approval Period: April 15, 2015–April 15, 2018. R. Cassidy Seminars maintains responsibility for the program. Social workers should contact their regulatory board to determine course approval. Social workers will receive 1.00 continuing education clock hours in participating in this course.
CA: The Board of Behavioral Sciences has deferred CE course approvals to APA and ASWB for its licensees. See those approvals under Psychologists and Social Workers.
NY: R. Cassidy Seminars is recognized by the New York State Education Department's State Board for Social Work as an approved provider (#0006) of continuing education for licensed social workers. This program is approved for 1 contact hours live.
OH: Provider approved by the Ohio Counselor, Social Worker, and Marriage and Family Therapist Board for 1 clock hours, #RCST110701

Counselors and/or Marriage and Family Therapists
CA: The Board of Behavioral Sciences has deferred CE course approvals to APA and ASWB for its licensees. See those approvals under Psychologists and Social Workers.
IL: Illinois Dept. of Professional Regulation, Approved Continuing Education Sponsor, #168-000141. (1) hours.
OH: Provider approved by the Ohio Counselor, Social Worker and Marriage and Family Therapist Board for (1) clock hours, #RCST110701
TX: Approved CE Sponsor through the Texas State Board of Examiners of Marriage & Family Therapists. Provider #151. 1 CE hour.
Other States: If your state is not specifically listed, nearly all state Counselor and MFT boards accept either APA or ASWB approval, or are reciprocal with other state licensing board approvals, such as those listed below. Check with your board to be sure. The Ohio Board includes Counselors and MFTs.

Disability Access
If you require ADA accommodations, please contact our office 14 days or more before the event. We cannot ensure accommodations without adequate prior notification.

Please Note: Licensing Boards change regulations often and, while we attempt to stay abreast of their most recent changes, if you have questions or concerns about this course meeting your specific board’s approval, we recommend you contact your board directly to obtain a ruling.

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.

Provided By
This activity is jointly provided by OptumHealth Education and UnitedHealthcare — Community & State.

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

Hardware/Software Requirements
To view this activity, you will need Internet Explorer 7.0+ or Firefox 3.0+ with Windows Media Player 9+, RealPlayer 12+ or Adobe Flash Player 9+. Be sure to disable any pop-up blocking software prior to beginning this activity.

Target Audience

These materials are ONLY for those that attended the live webcast held on Thursday, August 10, 2017.

Click here to download the slides.

This activity is designed to meet the educational needs of case managers, coders, counselors, nurses, pharmacists, pharmacy technicians, physicians, psychologists, social workers (all practice types), marriage and family therapists and other health care professionals (HCPs) who have an interest in the care of patients with intellectual disabilities (PWID).

Additional Information

Activity summary
Available credit: 
  • 1.00 AAPC - Coders
  • 1.00 ACPE - Pharmacists
  • 1.00 ACPE - Pharmacy Technicians
  • 1.00 AMA - Physicians
  • 1.00 ANCC - Nurses
  • 1.00 APA - Psychologists
  • 1.00 Attendance - General Attendance
  • 1.00 CCMC - General - Case Managers
  • 1.00 NBCC - National Board for Certified Counselors
  • 1.00 ASWB - Social Workers
Activity opens: 
Activity expires: 
Event starts: 
08/10/2017 - 1:00pm EDT
Event ends: 
08/10/2017 - 2:00pm EDT
United States

Available Credit

  • 1.00 AAPC - Coders
  • 1.00 ACPE - Pharmacists
  • 1.00 ACPE - Pharmacy Technicians
  • 1.00 AMA - Physicians
  • 1.00 ANCC - Nurses
  • 1.00 APA - Psychologists
  • 1.00 Attendance - General Attendance
  • 1.00 CCMC - General - Case Managers
  • 1.00 NBCC - National Board for Certified Counselors
  • 1.00 ASWB - Social Workers
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