Lightning Talk

The Inter-professional Quest for the Holy Grail: The Exceptional Patient Experience

Thursday, August 20, 2020, 2:30 pm - 3:30 pm EDT
Sample video
Lightning Talk Presentation

During a four year period, ECU Physicians created a framework for improving communication skills between all clinical team members and with the patients and family members that they serve .In collaboration with the Department of Quality and Analytics, we found ways to improve the patient satisfaction scores from surveys completed by clinic patients. We divided our study into three phases: Phase one focused on provider-patient communication. Phase two focused on the Patient Access Service Staff members and patient communication skills. Phase three focused on clinical engagement. Each phase was comprised of steps. For example, phase one included a pilot study where we shadowed providers at one clinic as they interacted with patients. Feedback was provided along with suggestions for best practices. Phase two included secret shopping in clinic waiting rooms, sitting with PAS employees behind the glass and providing feedback and workshops, We developed a two-part patient philosophy to include the patient promise and the patient extras. Phase three included shadowing patients in clinics from check-in to check-out, observing clinical team members' communication with patients and with each other. Our outcomes in each phase have been positive with the scores from the patient satisfaction scores improving. For example, in phase one, our numbers improved from 85.1% in 2017 to 92.0% in 2020.


This activity has been planned and implemented by the National Center for Interprofessional Practice and Education. In support of improving patient care, the National Center for Interprofessional Practice and Education is jointly accredited by the Accreditation Council for Continuing Medical Education (ACCME), the Accreditation Council for Pharmacy Education (ACPE), the American Nurses Credentialing Center (ANCC), and the Association of Social Work Boards (ASWB) to provide continuing education for the healthcare team.

Physicians: The National Center for Interprofessional Practice and Education designates this live activity for a maximum of 0.75 AMA PRA Category 1 Credits™.

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

Nurses: Participants will be awarded up to 0.75 contact hours of credit for attendance at this workshop.

Nurse Practitioners: The American Academy of Nurse Practitioners Certification Program (AANPCP) accepts credit from organizations accredited by the ACCME and ANCC.

Pharmacists: This activity is approved for 0.75 contact hours (.075 CEU) UAN: JA4008105-0000-20-074-H04-P; JA4008105-0000-20-074-H04-T

IPCE: This activity was planned by and for the healthcare team, and learners will receive 0.75 Interprofessional Continuing Education (IPCE) credits for learning and change


In accordance with the Accreditation Council for Continuing Medical Education’s Standards for Commercial Support, adopted by the Joint Accreditors for Interprofessional Continuing Education, the National Center for Interprofessional Practice and Education has a conflict of interest policy that requires that all individuals involved in the development of activity content disclose their relevant financial relationships with commercial interests. All potential conflicts of interest that arise based upon these financial relationships are resolved prior to the educational activity.

Gina Baugh, Pamela Hopkins, Sheila Cardente-Capece, Jim Ryczek

declare no vested interest in or affiliation with any commercial interest offering financial support for this interprofessional continuing education activity, or any affiliation with a commercial interest whose philosophy could potentially bias their presentation.