New patient experience resources for practices

Blue Cross Blue Shield of Michigan has added new patient experience resources that focus on strategies for communicating with patients to provide a great patient experience. They include webinars and additional content to our on-demand library.

In April, we’ll be presenting a three-part webinar series, “Improving health outcomes for older adults,” to help physicians and clinical staff navigate the complexities of discussing potentially sensitive issues with older patients. It’ll include topics such as urinary incontinence, fall risk and mental health — concerns that can have a significant effect on patients’ health, longevity and well-being. Each session will give strategies to enhance patient communication and foster open dialog that can lead to improved care and outcomes for older adults.

Register for these virtual webinars by visiting the Upcoming Webinars page of the Blue Cross Patient Experience site. All sessions will be from noon to 12:45 p.m.

Part 1: April 16, 2024 — We’ll focus on ensuring effective care through conversations with patients about urinary incontinence, physical activity and fall risk, along with a brief background on the Health Outcomes Survey.

Part 2: April 18, 2024 — Participants will learn strategies to discuss mental and physical health with older adults. The session will also discuss using patient-centered planning to improve or maintain patients’ health.

Part 3: April 23, 2024 —  Learn about the barriers and anxiety older patients have to broaching discussions about sensitive topics, such as memory problems and advanced care planning. We’ll explore providers’ apprehension to bring up sensitive topics, and share tips to relieve patients’ anxiety, ways to build trust and strategies providers can use to overcome their own anxieties toward sensitive conversations.

Recordings will be available on demand at the Patient Experience site after the live sessions. Physicians who attend this 90-minute total workshop can receive CME credits. CEU’s are also available for medical assistants.

Check out our on-demand library

Visit the On-Demand Content page of the Patient Experience site to view the latest educational resources.

• The “Managing Challenging Patient Interactions” webinar provides strategies for health care professionals to manage upset or frustrated patients or caregivers. It covers tactics to prevent challenging situations, tips to stay calm and de-escalation strategies. “Managing Challenging Patient Interactions” is also available as an in-office training session.
• Over the past few years, many physician practices have adopted the use of telehealth to increase access for patients and provide greater flexibility in scheduling. To help practices ensure their virtual visits provide the same patient experience as in-office visits, we’ve developed the e-learning series titled “Telehealth – Processes to maintain a great patient experience.” Two modules are available:
• A module for clinicians focused on patient-centered care and communication tips (15 minutes)
• A module for office managers or leads with tips to ensure telehealth appointments are successful (15 minutes)

For these and other on-demand resources, CME credits are available for physicians and CEU’s are available for medical assistants.

For more information, email PatientExperience@bcbsm.com.