HOT TOPIC A

Nurse Communication: How to Create Powerful and Effective Patient-Centered Care

Thursday, November 2  |  2:30 – 4:00 p.m.

This presentation will assist attendees with tools and tactics to improve communication and address some communication challenges that all nurses face. Nurse communication affects most of the HCAHPS composites. Karen will provide tips to improve these results through
listening, explaining, and using nine engagement factors. She will focus on keywords and discuss the effective use of communication boards, rounding, and validation.

Objectives:
• Discuss tactics to improve nurse communication that will increase HCAHPS results.
• Examine nine factors of engagement and how they can improve all interactions.
• Address how to work through some common communication challenges.

1.5 Continuing Education Hours Applied For: ACHE Qualified Education Hours, Certified Professional Healthcare Quality Hours, Compliance Hours, Nursing Contact Hours, and Risk Management Hours

This session is sponsored by AHA Services, Inc.

 
Meet Karen Cook, RN
Karen is a senior coach and national speaker at Huron who has spent more than four decades working in the healthcare industry. She has practical nursing and administrative experience working with organizations from complex multihospital systems and community hospitals to long-term care facilities and physician practices. 
 
Karen is known for her ability to collaborate with all leaders from the C-suite to the front line, helping organizations promote quality patient care, employee loyalty, efficiency and professionalism. She is recognized for her expertise helping organizations improve care quality as measured by patient experience surveys, having also participated in early focus groups with the Agency for Healthcare Research and Quality (AHRQ) as the HCAHPS survey was created. She has also coauthored multiple resources to guide organizations through critical tactics to improve their outcomes. 
 
A strong advocate of patient and family-centered care and cultures of safety, Karen is a national speaker who presents on a multitude of topics including the importance of compassion in healthcare, healthcare leadership development, communication, employee engagement and Evidence-Based Leadership℠ tactics. She has presented to multiple industry associations including the ECRI Institute, the American Organization for Nursing Leadership (AONL), the Healthcare Financial Management Association (HMFA), and multiple American Hospital Association meetings. Her passion is working with all levels of nurses, from students to executive leaders. 
 

Karen Cook, RN

National Speaker & Author

Huron Consulting Group