Improving Patient-Centered Care: Optimal Strategies for Interprofessional Communication and Collaboration

Interprofessional collaboration is a partnership that creates a multidisciplinary team designed to work on the common goal of improved patient-centered care. This important and often challenging process involves continuous interaction and information sharing between HCPs. Key components of establishing interprofessional collaboration include information exchange, understanding the roles and responsibilities of team members and direct accountability for patient care. The goal of this accredited educational activity is to discuss how to improve patient-centered care using key competencies and effective tools for successful interprofessional collaborative practice (IPCP) communication. This activity will use case study examples to identify common communication barriers among HCPs, and communication methods will be introduced to overcome these barriers to optimal interdisciplinary team practice.

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

  • Explain the importance of communication as a core component of IPCP
  • State key competencies and effective tools for successful IPCP communication to improve patient-centered care using Team Strategies and Tools to Enhance Performance and Patient Safety (TeamSTEPPS®) as an example
  • Identify common communication barriers that exist within IPCP among HCPs and strategies that may be implemented to overcome these barriers
  • Compare and contrast alternative communication methodologies and identify practical solutions for effective collaboration


Mary Jo Jerde

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


Mark Earnest

Mark Earnest, MD, PhD, FACP
Professor of Medicine
Division Head, General Internal Medicine
University of Colorado School of Medicine
Former Director, Interprofessional Education
University of Colorado Anschutz Medical Campus
Aurora, CO

Barbara Anderson Head

Barbara Anderson Head, PhD, CHPN, ACSW, FPCN
Associate Professor
Department of Medicine
Affiliated Faculty
Kent School of Social Work
University of Louisville
Louisville, KY

Hogai Nassery

Hogai Nassery, MD
Atlanta Medical Director
Harken Health
Atlanta, GA

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 20,000 company nurses, 2,500 social workers and 2,500 pharmacists. The Center engages with numerous organizations to jointly advance the professions. A major focus is to realize the aims of the Institute of Medicine’s report: Future of Nursing — leading change and advancing health. Passionate about leadership and modernizing education, she partnered with an academic institution to deliver the Nurse Leader Executive Program, aimed at creating executive mindset and leadership competencies necessary for tomorrow’s nurse leaders.

About the Presenters
Mark Earnest, MD, PhD, FACP
Dr Earnest is a professor of medicine at the University of Colorado Health Science Center and serves as the Head of the Division of General Internal Medicine in the Department of Medicine. The division has over 250 faculty members and includes programs in primary care, hospital medicine, and palliative care, as well as a variety of research and education programs. From 2009-2015 he served as Director of Interprofessional Education (IPE) for the University of Colorado Anschutz Medical Campus. In this role, he led the development of campus’ IPE programs which involve 8 health professions degree programs and all of the 5 health professions schools on the campus. He also co-founded and directed the LEADS Program (Leadership, Education, Advocacy, Development, Scholarship), a program designed to train health professionals in leadership and advocacy skills to improve the health of underserved and vulnerable populations. He was named a University of Colorado President’s Teaching Scholar in 2011 and won the University’s Thomas Jefferson award in 2006. Dr Earnest’s advocacy work has included media and legislative strategies and has focused on expanding access to care for Colorado families, reducing conflicts of interest among providers, and promoting prevention through policy. His academic and research interests have included adaptation to chronic illness, health policy (access to care and workforce development), professionalism, interprofessional education, and primary care practice transformation.

Barbara Anderson Head, PhD, CHPN, ACSW, FPCN
Dr Head is presently an associate professor at the University of Louisville School of Medicine and affiliated faculty at the Kent School of Social Work. Her research interests include telehealth in palliative care, palliative case management, financial concerns in serious illness, geriatric palliative care, and interprofessional palliative education. She has led the design and implementation of interdisciplinary curriculums teaching palliative care and geriatric community-based care to nursing, medical, social work, chaplaincy, pharmacy and dental students. Prior to entering academics, she worked at Louisville’s hospice program as a homecare nurse, quality improvement director, and staff/community education director.

Hogai Nassery, MD
Dr Nassery is a family physician with almost 20 years of experience in both patient care and academic settings and is currently the Medical Director of Harken Health in Atlanta. Harken Health Centers leverage team-based care in a model that includes health coaches, nurses, behavioral health specialists, physicians and nurse practitioners. Harken Health deliberately shifts the focus from individual achievement to team effort. Prior to joining Harken Health, Dr Nassery served as Deputy Vice President of Ambulatory and Community Medicine at Atlanta’s Grady Health System and as faculty at the Emory University School of Medicine. She helped implement the Patient-Centered Medical Home model across Grady’s primary care network. Dr Nassery was born in Kabul, Afghanistan. Her family immigrated to the US, and she was raised in Georgia. She returned to her birth country at the age of 18 to volunteer in Afghan refugee camps, and this experience drove her to become an advocate for social change.

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 their 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
Mark Earnest, MD, PhD, FACP has reported that he is on the advisory board for UnitedHealth Group.
Barbara Head, PhD has indicated that she has no relevant financial relationships.
Mary Jo Jerde, MBA, BSN, RN has reported that she is an employee of and owns stock in UnitedHealth Group.
Hogai Nassery, MD has indicated that she has no relevant financial relationships.

Activity Planners
Sarah Chart, RN
Senior Director
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
Denver, Colorado

Activity Planner Disclosures
Ms. Chart, Gibson, Gleason and Myer reported that they are employees of and own stock in UnitedHealth Group.
Dr. Rydland has indicated that she has no relevant financial relationships.

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.”

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

Accreditation Statement
Joint LogoThis activity has been planned and implemented by OptumHealth Education and UnitedHealth Group — Center for Clinician Advancement. In support of improving patient care, 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 health care team.

Credit Designation Statements
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): JA0007123-9999-18-022-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
The Commission for Case Manager Certification has approved this program for a maximum of 1.00 clock hour(s) for Certified Case Managers (CCM).

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.

Counselors and/or Marriage and Family Therapists
CA: The Board of Behavioral Sciences has deferred CE course approvals to APA  for its licensees. See those approvals under Psychologists.
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 pre-approved 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 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, nurses, physicians, pharmacists, pharmacy technicians, psychologists, counselors/marriage and family therapists and other health care professionals (HCPs) who have an interest in interprofessional communication and collaboration.

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
Activity opens: 
Activity expires: 

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
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