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

April 24, 2018

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, 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

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.

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
Senior Director
OptumHealth Education
Eden Prairie, MN

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

Rebecca Gleason, RN
Activity Manager
OptumHealth Education
Eden Prairie, MN

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

Tina Rydland, PharmD
Crystal Clear Rx
Denver, CO

Disclosures of relevant financial relationships
In accordance with the ACCME Standards for Commercial SupportSM, OptumHealth Education (OHE) requires all those in the control 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 relate to the activity content. OHE ensures that the content is independent of commercial bias.

Ms. Chart and Ms. Gleason have indicated that they are employees of and own stock in UnitedHealth Group.
The remaining activity faculty or planners have no financial relationships to disclose.

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.

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 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): 0860-9999-18-004-L05-P/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
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: I00031780; Approval Number: 180001458
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.

Counselors, psychologists, social workers, 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 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. R. Cassidy Seminars maintains responsibility for the program. Approval Period: April 15, 2018-April 15, 2021. Social workers should contact their regulatory board to determine course approval. Social workers participating in this course will receive 1.00 continuing education clock hours.

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.

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
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

This activity is designed to meet the educational needs of case managers, counselors, dietitians, nurses, nurse practitioners, pharmacists, pharmacy technicians, physicians, psychologists, social workers (all practice types) and other health care professionals (HCPs) who have an interest in compassionate, high-quality and person-centered care.

These materials are intended only for those that attended the live webcast on Tuesday, April 24, 2018.

Click here for a copy of the presentation.

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 Attendance - General Attendance
  • 1.00 CCMC - General - Case Managers
  • 1.00 CDR - Dietitians
  • 1.00 ASWB - Social Workers
Activity opens: 
Activity expires: 
Event starts: 
04/24/2018 - 2:00pm EDT
Event ends: 
04/24/2018 - 3:00pm EDT
United States

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 Attendance - General Attendance
  • 1.00 CCMC - General - Case Managers
  • 1.00 CDR - Dietitians
  • 1.00 ASWB - Social Workers
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