Five Tenets of Optum Patient Experience

Activity description

The Beryl Institute defines patient experience as "the sum of all interactions, shaped by an organization’s culture, that influence patient perceptions across the continuum of care." This module will identify what matters most to patients, define how patient experience is measured and determine how to become empowered to recover service. Learners will realize the importance of staying true to your purpose and describe how to embody the five tenets of patient experience.

Provided by
This activity is jointly provided by OptumHealth Education and the Optum Office for Provider Advancement.

Commercial support
No commercial support was received for this activity.

Required hardware/software
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Target Audience

This activity is designed to meet the educational needs of counselors, educators, family practice physicians, nurses, nurse practitioners, pharmacists, pharmacy technicians, PAs, physicians, psychologists, social workers, therapists and other health care professionals (HCPs) who have an interest in the patient experience.

Learning Objectives

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

  • Define patient experience and recognize the ripple effect.
  • Identify what matters most to patients and characterize empathy in the healthcare setting.
  • Recognize why and how patient experience is measured.
  • Determine how to become empowered to recover service.
  • Realize the importance of staying true to your purpose.
  • Relate to the five tenets of patient experience and how to embody them.

Additional Information

Activity summary
Available credit: 
  • 0.75 AAFP - Family Physicians
  • 0.75 ACPE - Pharmacists
  • 0.75 ACPE - Pharmacy Technicians
  • 0.75 AMA - Physicians
  • 0.75 ANCC - Nurses
  • 0.75 APA - Psychologists
  • 0.75 Attendance - General Attendance
  • 0.75 CCMC - General - Case Managers
  • 0.75 ASWB - Social Workers
Activity opens: 
10/30/2021
Activity expires: 
10/29/2024
Rating: 
5

Presenters
Kenneth Poole, Jr., MD, MBA
Senior Medical Director, Patient and Provider Experience
Optum Care

Jacqueline Ruffing
Senior Director, Experience
Optum Care

Activity planners
Sarah Chart, RN
Vice President
OptumHealth Education

Rebecca Gleason
Clinical Activity Manager
OptumHealth Education

Tiffany Christensen, CPXP
Vice President, Experience Excellence
The Beryl Institute

Disclosures of relevant financial relationships

In accordance with the Accreditation Council for Continuing Medical Education's (ACCME) Standards for Integrity and Independence in Accredited Continuing Education, OptumHealth Education (OHE) requires all those in control of educational content to disclose their financial relationships with ineligible companies within the prior 24 months. Ineligible companies are defined by the ACCME as companies whose primary business is producing, marketing, selling, re-selling, or distributing health care products used by or on patients. Individuals must disclose all financial relationships, regardless of the amount, with ineligible companies and regardless of their view of the relevance of the relationship to the education. OHE ensures that the content is independent of commercial bias.

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

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

Accreditation statement
Joint Provider LogoIn support of improving patient care, this activity has been planned and implemented by OptumHealth Education and the Optum Office of Provider 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 health care team.

Credit designation statements
IPCE Credit LogoThis activity was planned by and for the health care team, and learners will receive 0.75 Interprofessional Continuing Education (IPCE) credits for learning and change.

Nurses
The participant will be awarded up to 0.75 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 0.75 contact hour ([0.75] CEU) in states that recognize ACPE.
Attending the full program will earn 0.75 contact hour.
Unique Activity Number(s): JA0007123-9999-21-203-H04-P/T

Physicians
OptumHealth Education designates this enduring activity for a maximum of 0.75 AMA PRA Category 1 Credit(s). Physicians should claim only the credit commensurate with the extent of their participation in the activity.

The AAFP has reviewed Five Tenets of Optum Patient Experience and deemed it acceptable for up to 0.75 Enduring Materials, Self-Study AAFP Prescribed credit. Term of Approval is from 10/15/2021 to 10/15/2022. Physicians should claim only the credit commensurate with the extent of their participation in the activity.

PAs
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 0.75 clock hours for Certified Case Managers (CCM).

Psychologists
OptumHealth Education is approved by the American Psychological Association (APA) to offer continuing education for psychologists. OptumHealth Education maintains responsibility for this program. 0.75 CE hour.

Social workers
ACE LogoAs a Jointly Accredited Organization, OptumHealth Education is approved to offer social work continuing education by the Association of Social Work Boards (ASWB) Approved Continuing Education (ACE) program. Organizations, not individual courses, are approved under this program. State and provincial regulatory boards have the final authority to determine whether an individual course may be accepted for continuing education credit. OptumHealth Education maintains responsibility for this course. Social workers completing this course receive 0.75 continuing education credits.

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.
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.

Attendance
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 from which they wish to obtain credit.

Available Credit

  • 0.75 AAFP - Family Physicians
  • 0.75 ACPE - Pharmacists
  • 0.75 ACPE - Pharmacy Technicians
  • 0.75 AMA - Physicians
  • 0.75 ANCC - Nurses
  • 0.75 APA - Psychologists
  • 0.75 Attendance - General Attendance
  • 0.75 CCMC - General - Case Managers
  • 0.75 ASWB - Social Workers
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