Creating an (Almost!) Stress-Free Experience for Clients and Patients

Credits

Faculty

Jennifer L. FitzPatrick, MSW, LCSW-C, CSP Related Seminars and Products

Jenerations Health Education

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Jennifer L. FitzPatrick, MSW, LCSW-C, CSP is the founder of Jenerations Health Education, Inc., a full service healthcare education organization. With over 20+ years experience in healthcare, Jennifer is also a gerontology instructor at Johns Hopkins University’s Certificate on Aging program. Her mission is to help healthcare organizations and professionals grow while empowering patients and their caregivers.

Jennifer appears frequently in the media and has been featured on ABC, CBS, NBC, Univision, Sirius XM and in Fast Company, Reader’s Digest, Forbes, U.S. News & World Report, The Huffington Post and many more. A member of the National Speakers Association, she is one of less than 800 Certified Speaking Professionals (CSP) worldwide. Her first book, Cruising Through Caregiving: Reducing The Stress of Caring For Your Loved One helps family caregivers and is also a resource for healthcare professionals who want to set better boundaries with patients.

Jennifer is primarily a keynote speaker at national conferences but also offers private programs to corporations, government and non-profit organizations For more information on keynote speaking, please click here.

When she’s not speaking and writing, Jennifer loves boating with her husband Sean. In nautical circles her claim to fame is being the Chesapeake Bay’s least talented first mate. Having grown up in the Philadelphia area, her secret talent is parallel parking.

Learning Objectives

Learning Objectives:

1. Discuss reasons why clients and patients experience stress when procuring health and mental health services
2. Discover the negative consequences of serving patients and clients who are experiencing stress at your organization
3. Develop a plan for reducing stress for your clients and patients

Agenda:

20 minutes: Why are clients & patients experiencing stress as it pertains to seeking mental health services?

20 minutes: What can be the impact in serving a person who is expressing stress as it relates to services?

20 minutes: How can we help to reduce stress for our clients and patients?

Bibliography & References

Fryburg DA. What’s Playing in Your Waiting Room? Patient and Provider Stress and the  Impact of Waiting Room Media. Journal of Patient Experience. 2021;8. doi:10.1177/23743735211049880

Caroline Zhao, Stephanie Batio, Rebecca Lovett, Allison P Pack, Michael S Wolf & Stacy C Bailey (2021) The Relationship Between COVID-19 Related Stress and Medication Adherence Among High-Risk Adults During the Acceleration Phase of the US Outbreak, Patient Preference and Adherence, 15:, 1895-1902, DOI: 10.2147/PPA.S310613

Elias, Richard M., Karen M. Fischer, Mustaqeem A. Siddiqui, Trevor Coons, Cindy A. Meyerhofer, Holly J. Pretzman, Hope E. Greig, Sheila K. Stevens, and M. Caroline Burton. “A taxonomic review of patient complaints in adult hospital medicine,” Journal of Patient Experience 8 (2021): 23743735211007351; https:// journals.sagepub.com/doi/full/10.1177/23743735211007351

Appelbaum, Paul S. “Malpractice claims in psychiatry: approaches to reducing risk,” World Psychiatry, Sept. 9, 2021; https://onlinelibrary.wiley.com/doi/10.1002/wps.20907

Cutler, Suzanne, Charles Morecroft, Phil Carey, and Tom Kennedy. “Are interprofessional healthcare teams meeting patient expectations? An exploration of the perceptions of patients and informal caregivers,” J Interprof Care, 2019 Jan.- Feb.;33(1):66–75

Liu, Cynthia, et al. “‘But his Yelp reviews are awful!’: Analysis of general surgeons’ Yelp reviews,” Journal of Medical Internet Research, April 30, 2019

Hosseini, Seyyed Bagher and Maliheh Bagheri. “Comparison of Patient Satisfaction with Single Patient Rooms Versus Shared Patient Rooms,” Annals of Military and Health Sciences Research, 2017 Dec. 15(4):e80199

Roos, Anne Karine Østbye, Eli Anne Skaug, Vigdis Abrahamsen Grøndahl, and Ann Karin Helgesen. “Trading company for privacy: A study of patients’ experiences,” Nursing Ethics, 2020 June; 27(4):1089–1102

Jünger J, Nagel E. Improvement of patient orientation and patient safety in health care - from competency-based and interprofessional medical education to cross-sector care. GMS J Med Educ. 2019 May 16;36(3):Doc32. doi: 10.3205/zma001240. PMID: 31211227; PMCID: PMC6545612.

Carthon, J. Margo Brooks, Linda Hatfield, Heather Brom, Mary Houton, Erin Kelly-Hellyer, Amelia Schlak, and Linda Aiken. “System-level improvements in work environments lead to lower nurse burnout and higher patient satisfaction,” Journal of nursing care quality 36, no. 1 (2021):

Kang, Ji Yun, Minji K. Lee, Erin M. Fairchild, Suzanne L. Caubet, Dawn E. Peters, Gregory R. Beliles, and Linda K. Matti. “Relationships among organizational values, employee engagement, and patient satisfaction in an academic medical center,” Mayo Clinic Proceedings: Innovations, Quality & Outcomes 4, no. 1 (2020): 8–20

American Psychiatric Association. (2013). Diagnostic and statistical manual of mental disorders (5th ed.). https://doi.org/10.1176/appi.books.9780890425596.

Policies & Accommodations for Live Interactive Webinar

See below for policies and accommodations information:

• Successful completion of our continuing education programs will require attendance for the entire event as well as completion & submission of the evaluation at the conclusion of the webinar.  Certificates will be provided via your account once program requirements have been met.
• To request an ADA accommodations, please contact us via email at contact@jenerationshealth.com  at least two weeks prior to the course date. Requests after that date may not be fulfilled. 
• For grievances, contact Jenerations Health Education at 443-416-7710 or contact@jenerationshealth.com.
• Refund Policy Live Interactive Webinars:
  • Registrations for live interactive webinars may be canceled 15 days prior to the program date with full refund.
  • Cancelations made after this date will receive credit for another Jenerations live interactive webinar.
  • Please email contact@jenerationshealth.com to discuss refund and/or exchange. 

Webinar FAQ

Q: How do I access the program?

A: Log in to your account at https://jenerations.ce21.com/ and you can launch the applicable program from your list of registered courses.  You may also click the link provided in your event confirmation or reminder emails and that will take you to your account. Please use the same email you used to register for your account.  If you do not recall your log-in information you may request it: https://jenerations.ce21.com/Account/Login

*please note that evaluations need to be completed within 30 days of the program being held.

Q: Do I need to set up an account? / Why do I need to register?

A: Account registration is required for each individual who wishes to participate in a CEU and receive credit to maintain credit compliance requirements.  Your account will also provide you with the ability to access your program history, handouts, and ability to download your CE certificate.

Q: How can I tell if I am registered?

A: Please go to your account and your registered courses will be listed.  You will also receive a registration confirmation via your email if you have successfully registered for the program.  Be sure to check your SPAM or Junk folders as well.  If you have questions about your registration or did not receive a confirmation email, please contact Contact@jenerationshealth.com.

Q: How do I receive my CEs at the end of the webinar? /How do I get my certificate?

A: CE certificates will be made available to all participants who attend the webinar in full, and completes the evaluation found in their registration profile for live interactive programs. For on-demand programs, participants must complete the program in it's entirety as well as the evaluation and post test.  You will find these in your profile when you log in: https://jenerations.ce21.com/

Q: What if I am running late or must leave before the program ends? Will I still receive credit? 

A: Due to credit compliance standards, full attendance is required to receive CE certificate. Therefore, if you arrive to the webinar late or leave the webinar early, you may not qualify to receive a CE certificate.  Jenerations does not offer partial credit for participation.

Q: What if I get kicked out of a webinar and cannot get back in?

A: Should you have technical difficulties; you should be able to rejoin the webinar through your account profile by clicking “Launch Webinar”. Our attendees are given a grace period to rejoin; however, failure to return in time, will result in not receiving CE credits.  If technical difficulties are experienced by the entire group a notice will be sent out advising of such.

Q: Are the webinars live?

A: Yes, our Jenerations webinars are live and interactive - not pre-recorded. To receive credit, these webinars should be treated as if you are attending an in-person course in a classroom setting and will also require a minimum participation.  This is tracked via your online participation as well as polls/quiz responses and other applicable certification requirements.

NOTE: Jenerations also offers On-Demand content.  This content is pre-recorded.  Credits may differ from the original Live Webinar offering.

Q: Who are you authorized by?

A: While most licensing boards for social work accept CE, credits provided by (ASWB), licensees are responsible for determining where specific courses meet their jurisdiction’s requirements.  State and provincial regulatory boards have the final authority to determine whether an individual course may be accepted for continuing education credit.  **It is the responsibility of the registered user to review the details of each program and the credit approvals (noted in the approval statement under the Credits tab) on the website to determine which CE approvals are being offered for each course.

Jenerations Health Education is approved by the following organizations:

• The Association of Social Work Boards (ASWB) Approved Continuing Education (ACE) Program, #1494, which is accepted by most States and Provinces. https://www.aswb.org/ace/ace-jurisdiction-map/
• The Maryland Board of Social Worker Examiners (BSWE).
• Jenerations Health Education is an approved continuing education provider by the Texas State Board of Social Work Examiners – Provider # 6859.
• Jenerations Health Education, Inc. is recognized by the New York State Education Department's State Board for Social Work as an approved provider of continuing education for licensed social workers #SW-0130*Live In-Person, Live Online and Self-Study
• Jenerations Health Education is approved by the National Academy of Certified Care Managers (NACCM) as a continuing education provider, #20-801JHE.
• Jenerations Health Education is approved by the California Board of Registered Nursing, Provider #: 17753 for 1Contact Hours. This certificate must be retained by the licensee for a period of four years after the course ends. Please make sure to check with your own state board to ensure transferability of the CE credits.

Jenerations Health Education regularly submits programs to the following entities for program approvals:

• Commission for Case Management Certification (Certified Case Managers)
• NAB/NCERS (Nursing Home Administrators)
• National Council of Certified Dementia Practitioners and International Council of Certified Dementia Practitioners (Certified Dementia Practitioners)
• Certified Financial Planner Board of Standards (Certified Financial Planners)
• Association of Social Work Boards, ACE program (ASWB ACE)

Q: Are there specific equipment or technical requirements?

There are recommended system settings and system requirements.  System requirements are:

• Operating Systems: Windows XP or higher, MacOS 9 or higher, Android 4.0 or higher
• Internet Browser: Internet Explorer 9.0 or higher, Google Chrome, Firefox 10.0 or higher
• Broadband Internet connection: Cable, High-speed DSL & any other medium that is internet accessible.

It is recommended to have a wired connection or at minimum a strong wireless connection.  Should you lose connectivity to the program it may impact your attendance which can impact the participation needed to obtain credit. 

Q: Do you offer ADA Accommodations?

A: Yes! If you are requesting ADA accommodations, please contact us via email at contact@jenerationshealth.com  at least two weeks prior to the course date. Requests after that date may not be fulfilled. 

Q: What do I do if I have a complaint/grievance?

A: For grievances, contact Jenerations Health Education at 443-416-7710 or contact@jenerationshealth.com.