The Crucial Soft Skill in Healthcare: Communication

Session Description

Thorough, precise, and efficient communication is an essential element of high-quality, patient-centered care. Yet, communication breakdowns and barriers continue to persist in various healthcare settings and situations. These mishaps can (a) interfere with efforts to engage patients and build meaningful relationships, (b) result in a range of suboptimal outcomes and consequences, and (c) contribute to liability exposure for providers and organizations. This program will examine numerous ways in which communication affects patient care and perceptions, risks associated with poor communication, and strategies for developing sound communication approaches.

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Meet the Presenter

Teresa K. Phillips, MSM, BSN, RN, CPHRM
Senior Patient Safety and Risk Consultant

Teresa is a patient safety and risk management professional who has experience in a range of care settings — including both inpatient and outpatient facilities, primary care, and specialty care — and with various patient populations.

Teresa’s experience as a risk manager at a community hospital and serving policyholders as a patient safety consultant has provided her with extensive expertise in conducting assessments and providing education and other services related to reducing liability risk and improving patient outcomes. These opportunities have enabled Teresa to develop a strong understanding of the challenges and opportunities facing healthcare providers and organizations.

Teresa is a registered nurse. She earned a bachelor of science degree in nursing from Albany State University and a master of science degree in management from Troy University. She is a member of the American Society for Healthcare Risk Management (ASHRM) and the Georgia Society for Healthcare Risk Management (GSHRM), and she has achieved her certification as a professional in healthcare risk management (CPHRM).