E-Learning

Service Excellence: Sustained Dynamic Excellence

How does one identify, implement and sustain quality improvements in health care?
That question has many theories and many answers. However, Civility Mutual provides a basic yet proven set of tools that will help you and your organization do just that.
In our Service Excellence Suite, you will receive e-learning coaching on how to achieve Sustained Dynamic Excellence in your organization. This initiative is based upon sound business principles statistically proven to increase organizational success and profitability. It shows that the link between business results and success in health care is effective physician leadership, as well as engaging employees in every functional area of the hospital.
By empowering employees to make decisions that lead to and achieve excellence, the entire tone
of the organization will change.

As a support to Sustained Dynamic Excellence, our Service Excellence Suite provides core training in thirteen different modules, including: Seeking Win-Win Solutions, Process Mapping,Personalized Leadership Coaching, and the Picker Institutes’ Eight Dimensions of Quality Care.

Cultural Sensitivity E-Learning Course

More than 28 million Americans are foreign-born. What caregivers don’t know about a patient’s culture can hurt people and organizations, too.

Designed for Civility Mutual Members- whether MDs, RNs, Aids, Pharmacists, Techs, and Therapists- our course is easy to use, even without prior e-learning experience.

Critical health-related cultural information is provided for each ethnic group, including Values and World View, Family and Gender Issues, Cradle-to-Grave Traditions, and Health-Related Beliefs and Practices, covering ten different ethnic groups:

1.  African American
2.  Anglo American
3.  Asian
4.  East Indian
5.  Hispanic
6.  Middle Eastern
7.  Native American
8.  Russian
9.  Southeast Asian
10.  Jewish

This course satisfies JCAHO’s suggestions for training in culturally-sensitive care.
Annual completion of this three-hour course is mandatory for Certification as a Patient-Centered Provider of Healthcare, with a post-test score of at least 80%.

Healing Words- The 5Rs of Apology E-Learning Course

This course helps the Civility Mutual Member to move from discussing apology and disclosure to actually doing it! Now you can put into action what you know is the right thing to do for your patients. This course is based on the best-selling healthcare book, Healing Words: The Power of Apology in Medicine by Michael S. Woods, M.D. He speaks to Member providers about how to provide the best possible care for patients--by actually caring about patients. This powerful course helps our Member providers understand and practice what to do after unexpected outcomes--to apologize and tell the truth. The course is a walk through of the Five "R"s of Apology: Recognition, Regret, Responsibility, Remedy, and Remain Engaged, each concept illustrated with true stories, anecdotes, and concrete evidence that “sorry ” really does work. Annual completion of this 90 minute course is mandatory for Certification as a Patient-Centered Provider of Healthcare, with a post-test score of at least 80%. While not currently available as an e-learning course, it is available as a video lecture and video podcast with a post-test.

In A Blink-
Awareness, Assessment & Adapting To Patient Communication Needs E-Learning Course

The ability to understand how to communicate effectively with patients from a variety of ethnic, socioeconomic, and educational backgrounds is a critical skill for the patient centered provider. Effective communication is intimately linked with trust, and trusting relationships form the basis for patient satisfaction. Further, the effectiveness with which one communicates determines to a great extent how compliant a patient is with recommendations, and also influences patient safety. Each of these things can positively- or negatively- one’s liability [what?]. For these reasons, In a Blink is a core educational requirement for our Members to become Certified as a Patient-Centered Provider of Healthcare. This course assists the participant in becoming more aware of the six key variables that are important in assessing an individual’s communication needs. The six variables include ethnicity, gender, socioeconomics, literacy, time factors, and behaviors. Each of the variables is illustrated with clear examples of how they can inhibit effective communication between two individuals. Annual completion of this two hour course is mandatory for Certification, with a post-test score of at least 80%. While not currently available as an e-learning course, it is available as a video podcast with a post-test.

Civil Leadership E-Learning Course

Acting with civility is a personal choice for most, but critical for Civility Mutual Members. Individuals who choose to act with civility are, by definition, exemplifying Civil Leadership. Civility Mutual is based upon the Principles of Civility, and the belief that enhancing quality and safety in healthcare depends upon providers and patients acting with and treating each other with Civility.

This course reviews the Principles of Civility in the context of personal effectiveness and leadership. While much of the content focuses on how effective leadership is the right thing for healthcare and will improve outcomes and safety, it also helps the provider understand the compelling business rationale for civil leadership.

Completion of this 90 minute course once every two years, beginning in year one, is mandatory for Certification, with a post-test score of at least 80%. While not currently available as an e-learning course, it will be available as a video podcast with a post-test by mid-2008.