CoPs, CAHPS and Emotional Intelligence Gaps
Recorded On: 08/21/2019
Hospice Conditions of Participation (CoPs) and Consumer Assessment of Healthcare Providers and Systems (CAHPS) Hospice Survey expect (and assume) expert Emotional Intelligence from all hospice personnel, with the patients and families they serve, and throughout their teamwork. Gaps exist, as evidenced in CAHPS scores and participants’ hospice experiences. In this webinar, learn how to identify and examine any lack of awareness and create plans for improvement.
Topics covered in this webinar:
- Describe what Emotional Intelligence (EI) is and discuss how regulatory requirements and quality measures (namely CoPs and CAHPS) assume hospice personnel to not only perform but excel at EI’s highest skills/competencies.
- Identify common emotional triggers inherent to providing hospice care, both for oneself and for others.
- Describe the four, sequential competencies of EI, focusing on how to turn a potentially negative encounter into an effective encounter.
- Discuss the impact of negative vs. positive EI for patients’ caregivers and family members through their bereavement, and potentially through years ahead.
Joy Berger, DMA, FT, BCC, MT-BC (Moderator)
CEO / Owner, Composing Life Out of Loss
Dr. Joy Berger is the CEO/Owner of Composing Life Out of Loss, equipping hospice organizations throughout the nation with telehealth education and technologies for improving the caregiver/family’s hospice experience. She served Weatherbee Resources’ Hospice Education Network (HEN) as the Director of Education from 2011 through its migration over to Relias Learning. While serving Hosparus (Louisville, KY) as Director of Hospice Institute/Education and Quality Research, she chaired NHPCO’s Research/Academic/Education professional section. As a chaplain and musician for Hospice of Louisville, Joy was honored with NHPCO’s National Heart of Hospice Psychosocial/Spiritual Care Award. Additionally, Dr. Berger authored Music of the Soul – Composing Life Out of Loss, published in Routledge’s Series in Death, Dying and Bereavement.
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