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Clinician-Patient Communication for Virtual Video Visits - E3 Educate Your Patients

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About the IHC

The Institute for Healthcare Communication (IHC) has been a leader in healthcare communication skills training since 1987. IHC’s accredited programs advance the quality of healthcare, with measurable benefits for patient satisfaction, clinician career satisfaction, patient health outcomes and durable relationships of trust. 

These modules are conducted in partnership with KarenZupko & Associates, Inc.

Michael R. Marks


Dr. Marks is multi-faceted physician and business executive who brings more than 30 years of expertise drawing from his broad leadership experiences.

Dr. Marks is a Board-Certified Orthopaedic Surgeon, having completed his orthopaedic residency atGeorge Washington University and spine fellowshipat the Cleveland Clinic Foundation. He was the Vice President of Business Development for Norwalk Hospital in Connecticut and is currently the Senior Medical Director of Relievant MedSystems. In 2001, he obtained his MBA from the University of Tennessee to acquire the skills necessary to meet the healthcare challenges of the 21st Century.

For more than 15 years, he has been a communications mentor for the Institute for Healthcare Communications providing instruction in three communication skill courses (Clinician-Patient Communication, Strangers in Crisis, and Disclosing Unanticipated Medical Outcomes) including the development of virtual video visits (telemedicine) webinars that are necessary for today’s clinicians.

Dwight W. Burney III, MD, FAAOS


Dr. Burney retired after 34 years of orthopedicpractice in New Mexico. For more the past 14 yearshe has been a communication skills trainer for theInstitute for Healthcare Communication.

He has served the American Academy of OrthopaedicSurgeons in multiple roles - as Chair of the Board ofCouncilors, Chair of the Membership Committee,and Chair of the Communication Skills MentoringProgram. He also served served for three years on theAAOS Board of Directors as well as the Patient SafetyCommittee.

Dr. Burney graduated with a BA degree in BiologicSciences from Stanford University. He returned to hishome state to attend medical school at the Universityof Nebraska Medical Center. His surgical internshipat the University of Missouri was followed by anorthopaedic surgery residency at the University ofNew Mexico and an orthopaedic trauma fellowship atthe University of Washington. He was certified by theAmerican Board of Orthopaedic Surgery in 1983.

He was a founding partner in New MexicoOrthopaedic Associates, the largest orthopaedicsubspecialty practice in New Mexico. He also servedas President and Treasurer for the New MexicoOrthopaedic Association.


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Open to view video.
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Open to download resource.
E3 - Educate Your Patient
Open to view video.
Open to view video. Module 3 provides a deeper exploration into VVV skills and techniques for E3 of the E4 model: Educate your patient. The module content highlights scientific evidence showing that patient misunderstanding contributes significantly to nonadherence, adverse outcomes, patient dissatisfaction and malpractice risk. Furthermore, patient misunderstanding can go unrecognized by the clinicians if they assume their communication has been understood as intended. Barriers to education are presented. The biggest obstacle to patient education is the use of technical words and jargon and failure to check to assess patient understanding. Patient education in virtual visits employs many of the same communication approaches and techniques recommended for effective face-to-face visits, with specific verbal and nonverbal caveats. The use of questioning techniques such as asking for self-diagnosis is advocated to communicate respect and to underscore how the clinician-patient relationship has evolved into an active collaboration. Finally, practice-enhancing tools such as Ask-Tell-Ask is demonstrated with examples via presentation and video simulation to encourage immediate VVV practice application.
4 Questions  |  Unlimited attempts  |  4/5 points to pass
4 Questions  |  Unlimited attempts  |  4/5 points to pass
6 Questions
Medical Certificate
Up to 1.00 medical credits available  |  Certificate available
Up to 1.00 medical credits available  |  Certificate available

Accreditation: The Institute for Healthcare Communication (IHC) takes responsibility for the content, quality and scientific integrity of this CME/CE activity. IHC is accredited by the Accreditation Council for Continuing Medical Education (ACCME) to provide continuing medical education for physicians. The Institute for Healthcare Communication designates the Clinician-Patient Communication to Enhance Health Outcomes for Virtual Video Visits (CPC for VVV): E3 Education Your Patient for a maximum of 1 AMA PRA Category 1 Credits™. Physicians should claim only the credit commensurate with the extent of their participation in the activity.

2020 CME Credit for Physicians: This activity has been approved for 1.0 AMA PRA Category 1 CreditsTM


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