IHC News Nov. 2012 In This IssueWhat a special year for IHC. We have reached our 25th year! Our mantra is "Building Relationships....Improving Outcomes." How very true that is, especially as I consider everyone who has contributed to creating and sustaining IHC over this past quarter century. It is an honor to be at the leadership helm and express my gratitude to our loyal and committed team of staff, board of directors, advisory council, consultants, faculty members and to all of you. Without these incredibly resourceful and dedicated human beings, IHC would not be where we are today. So, yes, it is important to take time to pause, reflect and celebrate. Allow me to note a few highlights over the past 25 years...

• We have reached close to 200,000 clinicians in the United States and Canada in human healthcare through our CE/CME communication skill building workshops.

• We have more than 300 active IHC faculty who are teaching IHC workshops throughout the United States, Canada, Australia, Europe and Pakistan.

• We have trained 280 faculty members from schools of veterinary medicine across North America who teach IHC's 15 communication modules within their veterinary curricula.

• We are launching our first online CME activity - Candid Conversations: Talking with Female Patients About Sexual Health

Team Up for Health

Candid Conversations Continue

Open Disclosure Training Program

VA and IHC collaborate to

Promote Clinician Coaching

Strangers in Crisis

Steadfast 2012

The Story of Philip

On the Horizon

Did You Know?

Welcome New Faculty

About Us

• We have expanded our training to inter-professional communication through our workshop entitled: Team and Patient-Centered Communication for the Patient Medical Home.

• We have partnered with more than 200 healthcare organizations such as the American Academy of Orthopaedic Surgeons and the Veterans Health Administration who have adopted IHC programs.

• We have reached commendation CME status with the ACCME and are nationally accredited to provide continuing medical education and continuing nursing education by three major accreditation agencies (ACCME, AAFP, and ANCC).

And....we look forward with thoughtful intention... Once again, we are happy to share a glimpse of IHCʹs wide-reaching activities and welcome our new IHC newsletter editor, Barbara Andrews, who also serves as IHC's director of grants and projects. We hope you enjoy the articles and news about IHCʹs most valuable assets-our people, programs and new initiatives. We welcome your comments, feedback and ideas for future issues. Welcome, sit back and enjoy... With gratitude, Kathleen

Kathleen Bonvicini,

MPH, EdD

IHC News Nov. 2012 Page 2

Team Up for Health at the forefront of health system reform Federal reform of our health insurance system is both a stimulus for change and a reflection of changes already underway. The California Healthcare Foundation (CHCF) is at the forefront of the development and implementation of innovative models for meaningful changes in healthcare delivery and outcomes. In 2008 CHCF launched a 30-month, $2.86M initiative to "help providers implement proven approaches to support patients managing chronic conditions and partner with self-care resources outside the medical system." IHC was awarded a grant as part of this program, training and supporting key providers and staff in communication skills at nine grantee sites. Michele Nanchoff, PhD, RPsych, an IHC Master Trainer and clinical psychologist in private practice, based in Calgary, Alberta, was the lead IHC consultant. Michele developed and implemented a training program to strengthen the communication skills of key staff at grantee sites. Michele's four-day faculty training program, "Choices and Changes: Clinician Influence and Patient Action," was followed by certification of new faculty, and dissemination of the concepts and practical skills for enhanced communications with patients. Michele provided "booster sessions" to reinforce the skills training for faculty and ongoing telephone support for newly-trained staff. The results were impressive: all nine sites "were able to demonstrate positive trends in patient-provider communication," according to the preliminary evaluation report of the Team Up for Health program. In addition, "eight of nine sites demonstrated positive trends in self-care behavior, seven of nine sites demonstrated positive changes in patient- and family-centered care, and five of nine sites demonstrated positive changes in measures related to community resources for self-management supports." Participating teams demonstrated improvements in a number of clinical care process and outcome measures that translate into enhanced screening for chronic conditions. All faculty members at the participating sites agreed that teams made the most significant progress with provider communication. Faculty also agreed that the team communication trainers did a wonderful job of not only delivering the communication training but also, in many cases, implementing follow-up strategies and events (such as shadowing, coaching, checking in with staff at staff meetings about their use of skills and impact on patients and family members) to sustain any gains made. This also was documented through the evaluation measures in addition to our interviews with site project directors and administrators. As one faculty said, "The innovative follow-up strategies that the communication trainers developed...were creative, resourceful, tailored to the teams' patient populations, ongoing, inserted into the cultural norms and routines of the sites (e.g., staff meetings), [and] inclusive of all staff (front line staff in addition to clinical staff). So very impressive!"

Candid Conversations Continue

IHC's newest curriculum gives clinicians specific communication skills for talking with their female patients about sexual health. Studies show that many clinicians are uncomfortable taking a sexual history, thereby missing important information for diagnosis and comprehensive patient care. IHC's half-day clinician workshop, Candid

IHC News Nov. 2012 Page 3 Conversations: Talking with Female Patients about Sexual Health, helps learners understand the importance of sexual health and gain specific communication skills. The workshop employs an array of teaching techniques to engage learners with diverse learning styles: videotaped patient scenarios, large and small group learning opportunities, and skill development with expert trainer feedback. To download the annotated bibliography click here. The workshop evaluation, recently completed by CE Outcomes, LLC, found the effectiveness of the Candid Conversations pilot workshops was higher than expected, and greater than most CME programs this consulting firm has evaluated. Workshop participants were found to be significantly more likely to initiate conversations with patients about sexual health and more comfortable initiating such conversations than similar clinicians who have not had the training. Learners demonstrated the ability to use and understand the communication models presented. CE Outcomes estimated that patients of clinicians who participated in Candid Conversations training were 61 percent more likely to have a conversation with their providers about sexual health. IHC's independent educational grant supporting the development of this curriculum, from Boehringer Ingelheim Pharmaceuticals, Inc., is now complete. Online materials, in the final stages of development, will introduce the rationale for obtaining a sexual history and specific communication techniques for gathering and sharing information through brief, interactive chapters. In addition, an eMonograph will provide detailed guidance on incorporating key communication techniques into practice. Continuing education units will be available for learners who successfully complete a post-test. Online materials are designed for clinicians (MD, DO, NP, RN) in primary care and specialties where health issues can impact sexual function (obstetrics/gynecology, neurology, cardiology, oncology, endocrinology, etc.). We invite you to visit the IHC website for updates. If you are interested in clinician training or becoming a trainer please contact Barbara Andrews bandrews@healthcarecomm.org or Laurie Mansfield lmansfield@healtharecomm.org.

Open Disclosure Training Program The Lexington, Ky. Veterans Administration Medical Center (VAMC) has developed a framework for training in open disclosure. IHC has been engaged as a partner in the development and implementation of Open Disclosure Training Program (ODTP) workshops at VAMCs across the country. The program is designed to give VAMC clinicians and administrators the knowledge and skills they need to disclose to patients and their families where there have been adverse outcomes, bridging the gap between VA policies that mandate disclosure and the reality of rare actual disclosures. Early evaluations show the ODTP workshops are highly relevant to learners' careers and employ techniques that enhance the learning experience such as film clips and simulated patient encounters with feedback from facilitators.

VA and IHC Collaborate to Promote Patient Communication Skills with Clinician Coaching IHC and the Veterans Health Administration (VHA) have collaborated on a train-the-trainer program to disseminate a clinician coaching model in most of the Veterans

IHC News Nov. 2012 Page 4 Administration Medical Centers (VAMCs) across the country. In response to a 2009 VHA review of Survey of Healthcare Experiences of Patients (SHEP) feedback from patients, the VHA has developed clinician training in evidence-based patient-centered communication skills, including Motivational Interviewing (MI) and the Patient Education: TEACH for Success (TEACH) health education/ health coaching program. The goal of these training programs is to help clinicians assess and address patients' needs and concerns and integrate health education, health coaching, health behavior change counseling, shared decision-making and self-management support within their clinical interactions. The VHA National Center for Health Promotion and Disease Prevention (NCP) and Employee Education System have teamed up to provide comprehensive training for facilitators in TEACH and MI, and trained facilitators have been working diligently across the VHA to enhance PACT staff skills in these patient-centered communication methods. To deepen the impact of TEACH and MI training programs, IHC helped to guide the development of an intensive, targeted curriculum on clinician coaching. Veterans Health Education Coordinators, Health Behavior Coordinators and Health Promotion Disease Prevention Program Managers at VHA facilities are providing clinician coaching at their home facilities to help Primary Care Patient Aligned Care Team (PACT) staff partner with veterans to promote health risk behavior change, self-management of chronic conditions, and adoption of healthy living behaviors. Since 2011, more than 180 MI and TEACH facilitators—representing 95% of VAMCs—have completed training in the new IHC/NCP curriculum, which includes an extensive clinician coaching resource manual and an instructional DVD. Master Trainers for our VA Clinician Coaching where 35 VA clinician staff were trained in Chicago August 14-16, 2012 are shown in the photo below.

IHC News Nov. 2012 Page 5

Strangers in Crisis:

History and Updates

Strangers in Crisis: Communication for Emergency Department and Hospital-based Clinicians (SIC) was developed in 2001 to meet the unique communication challenges for clinician team members, patients and family members in emergency room and hospital inpatient settings. The workshop was created in partnership with Kaiser Permanente of Northern California and based on surveys and interviews with Kaiser hospitalists and emergency department physicians. The centerpiece of the SIC training is the "E4" model of communication (Engage, Empathize, Educate, Enlist). This was the first IHC workshop to address team communication strategies. Over the years there has been growing interest in the central role of communication in emergency room care and patient satisfaction. A 2009 report by the Centre for Health Services and Policy Research at the University of British Columbia described a survey of 16,800 patients who sought services at the province's emergency departments and urgent care centres. The report, In Pursuit of Quality Opportunities to Improve Patient Experiences in British Columbian Emergency Departments, stated: "...the most important finding of this work is that we now know that the degree to which staff are courteous, particularly to patients in pain, is the key driver of patient ratings of overall quality of care in emergency departments. Indeed, staff courtesy is the single greatest influence on the likelihood that patients will report positive overall ratings of quality of care. Teamwork, comprehensive services, wait times to see a doctor, views on the reasonableness of that wait and availability of nurses matter also but not as much as the courteousness of staff." IHC has been engaged to conduct a series of SIC faculty courses in British Columbia, spurred by the research findings and the recommendation of the British Columbia's nurses' union. In the US IHC has conducted SIC workshops in academic medical centers, with learners including emergency department physicians, clinical nurse educators, health insurance risk management professionals and performance consultants. We continue to observe interest in the SIC workshop among emergency department and hospital inpatient clinicians. Other hospital-based clinicians who could benefit from this training include nurses, pharmacists, managers, educators, radiologists, anesthesiologists, intensivists and procedurists. In response to interest from this more diverse array of hospital-based clinicians, and based on feedback from initial faculty members, we have revised the SIC workshop curriculum and bibliography during the past year.

Active SIC faculty will receive an updated PowerPoint slide set with accompanying notes, workbook (which includes an updated bibliography), and video cases as well as full-day, half-day and Grand Rounds agendas for the SIC workshop.

IHC News Nov. 2012 Page 6 Individuals trained as SIC faculty who have not taught the SIC workshop within the past two years will be charged a fee of $50.00 for the updated materials. For further information please contact Laurie Mansfield lmansfield@healthcarecomm.org.

Steadfast

Twelve individuals participated in the fourth annual Steadfast program, co-sponsored by IHC and Rockrose Institute, a California non-profit in June 2012. The Steadfast communication practice, held at the Rockrose Ranch in Nicasio, California, provides hand-on experience with horses to increase learners' capacity to handle conflict and practice collaborative leadership. The weekend program provides a model of experiential learning whereby participants are cognitively, emotionally, and behaviorally invested in a series of structured communication exercises designed to:

* Improve capacity for being fully present * Enhance listening skills * Set clear intention * Identify and shift emotions * Follow through (action) * Remain unattached to the outcome Among the positive feedback from the learners were the following comments: I learned more about myself and how I really can change and work on relationships

than I thought possible.

If I let a horse be a horse I find I let myself be me.

Learn how to heal yourself so that you may learn how to heal others.

This has been an amazing experience to allow me to go deeper, to examine areas

in my life where I'm stuck and to explore new ways to find a breakthrough.

IHC News Nov. 2012 Page 7

The Story of Philip

by Frederic Platt, MD, IHC Master Trainer 2009

Philip Part 1

...told me he'd been upchucking and yes, it was black and red and I looked and

what came out the other end was also black and it

tested YES for blood and so I sent him over to the

hospital.

I wrote a note and called the resident and

also a surgeon and a stomach doctor and EVERYBODY promised to call me back but the next morning I woke up and

said, "Nobody called!"

So I went in to discover they had talked with each other

but thought it needless to call the one doctor who really knew this guy and

nobody thought that my note to stop anything

that lowers blood pressure might include

his tricyclic sleep meds and his alpha-blocker

prostate stuff so he fainted when I tried to sit him up.

We talked about it and flattened him out,

upped the IV's and stopped the guilty drugs and

the gastroenterologist looking into his innards

decided it was probably the fault of NSAIDs and

another day went by.

So no calls; I thought we were doing fine but then

I discovered that he got another patient's

nitro patch by mistake and now his blood pressure was low again and he

fainted when I sat him up so I scratched the

order out and talked with the fellow who was on

call

last night while I listened as Phil told me what a wonderful hospital it was, and I

hoped I could get him out before we killed him

dead.

Well, a day later he was better and still alive,

so home he went, none the worse and none

the wiser. I calmed down and I went home too.

Philip Part 2

The trouble with the story,

one that ended well, some ten years ago, was that I never told Philip just what had gone wrong, just how close he had come, just

anything about how we nearly did him in, and he was happy. but now, ten years later, I feel

guilty for my reticence. Oh sure, I didn't want to worry him, and

oh sure, he was already worried enough but now we talk about DISCLOSURE

and I know my patients call it FINDING OUT WHAT HAPPENED.

So I call him up. He's glad to hear

my voice. We were fond of each other. I tell him this is a tough thing to say,

I fire a warning shot. So I tell him just what happened, all of it.

and he listens and asks, did it do any real damage? And I can say no,

so he lightens up and says, Well, it's well if it ends well,

and I agree.

Then I read him my poem about Philip One and he says he wants a copy, and later I hear that he's been reading his poem to all his friends, and he's glad I told him even all this time later, and I'm

glad I did too.

IHC News Nov. 2012 Page 8

On the Horizon...

Train-the-Trainer Opportunities IHC offers a wide and growing range of training opportunities. Our greatest impact comes with training trainers: experienced and

dedicated individuals throughout the US, Canada and beyond who are certified to conduct workshops using our curricula and techniques. If you share our passion for enhanced communication in health care relationships and have avenues for conducting professional workshops, consider applying to 2013 program. Each program is small, offering intensive practice opportunities and individual feedback in a supportive environment. Limited space is available for the

following train-the-trainer courses:

Coaching Clinicians for Enhanced Performance

February 6-8, 2013 Germantown, Wisconsin Click here for information

Team and Patient-Centered Communication Skills for the Patient Medical Home

June 4-7, 2013

Englewood, Colorado Click here for information

Disclosing Unanticipated Medical Outcomes

July 17-19, 2013 Glastonbury, Connecticut Click here for information

Pediatric Obesity Initiative IHC is developing a new curriculum to help pediatric clinicians address childhood obesity. The literature shows that few clinicians feel comfortable broaching this difficult topic with children and their parents. We will teach motivational interviewing-consistent skills and

IHC News Nov. 2012 Page 9 other evidence-based practices; present the existing and emerging research on the drivers of pediatric obesity; and demonstrate ways for clinicians to connect with the wealth of national, regional and local initiatives to fight childhood obesity. Motivational interviewing is emerging as a promising technique to help patients make lasting positive changes in their lives. The literature on the efficacy of motivational interviewing in behavioral health and addiction services is extensive, and there is good evidence of its utility in lifestyle changes among adults. The emerging literature on the use of motivational interviewing to address obesity in children is intriguing and we believe it holds exceptional promise. IHC has extensive experience teaching motivational interviewing, and this program is a logical-and much-needed!-extension of our course offerings. In addition to giving clinicians specific skills, this program will focus on boosting providers' confidence using those skills through a variety of active learning techniques. We are seeking foundation support to accelerate the curriculum development process. In addition, we will be exploring collaborations with large pediatric practices to serve as pilot sites for the clinician skill development workshops and train-the trainer course. If you are interested in learning more about this, please contact Barbara Andrews, MPPM, MPH, Director of Grants and Projects at (800) 800-5907/(203) 772-8288 or bandrews@healthcarecomm.org.

Inaugural eLearning Opportunities

IHC has launch its first eLearning activities for the Candid Conversations curriculum. With the instrumental support of an independent educational grant from Boehringer Ingelheim Pharmaceuticals, Inc., IHC has partnered with Integrated Learning Partners, LLC to develop an eLearning player and eMonograph. These online offerings will be accessible through the IHC website. eLearning resources provide educational content and an introduction to critical communication skills. Learners may use the

online materials to gain a basic understanding the principles and practices we teach, in preparation for in-person experiential workshops. eLearning materials are also designed to reinforce skills and concepts learned in workshops.

Did You Know?

Videos Converted to Digital Media

IHC has made our workshop videos more user-friendly. The videos are now available in an MPEG format, which is compatible with both PC and Mac and can be embedded into workshop slide decks. Digital format videos are available on thumb drives (DVDs

can be provided upon request). The thumb drives are available for $65.00 each, and the DVDs are $30.00 each.

IHC News Nov. 2012 Page 10

New IHC Staff Members

Since the last issue of the IHC newsletter, two new part-time staff members have joined IHC.

Barbara Andrews, MPPM, MPH named Director of Grants & Projects

In Oct. 2011, Barbara joined the staff of IHC, after a brief engagement as a consultant to IHC. She brings extensive experience in grant-seeking and management, health policy and business research, and program development and management. Barbara has managed IHC's grant-funded program, Candid Conversations: Talking with Female Patients about Sexual Health, sponsored by Boehringer Ingelheim Pharmaceuticals, Inc. The Candid Conversations program includes a half-day workshop for clinicians, a 2.5-day faculty development program, videotaped patient case scenarios, accompanying workbooks and two online enduring materials. Barbara has also provided support for the Open Disclosure Training Program, collaboration with the Veterans Administration Medical Center, Louisville, KY to train VA clinicians in effective communication for disclosure following unexpected results of care. Barbara is actively seeking funding for new initiatives, including a communication training curriculum to combat pediatric obesity. Most of Barbara's career has been in the nonprofit sector. She serves as a consultant to nonprofit health and aging services organizations, providing advice on grant strategy development, grant-writing, grant program management and research. For more than 12 years, she was Vice President for Policy Research at the Connecticut Association of Not-for-profit Providers For the Aging (CANPFA, now LeadingAge Connecticut). She helped to found and secure funding for CANPFA's Institute for Long-term Care Policy, Inc., the organizing entity for the Connecticut Coalition to Improve End-of-life Care. She has also worked as a grant writer at Waterbury Hospital, developing continued and new funding to support HIV/AIDS, mental health, workforce development, youth engagement and other services. She honed her research and editing skills at Nerac, a small business research consulting firm. Barbara earned two graduate degrees from Yale, in management and public health.

Teresa Durbin joins Office of Development and Quality Outcomes

Teresa Durbin joined the IHC staff in early spring as the project coordinator in the Office of Development and Quality Outcomes in Human Healthcare. Her professional experience includes work as a customer service coordinator, overseeing daily requests within an office tenant's condominium owner complex. She also spent nine years managing and maintaining over 6,000 medical education programs per year at locations throughout the U.S. working closely with medical professionals. Her

Barbara Andrews, MPPM, MPH

Teresa Durbin

IHC News Nov. 2012 Page 11 background includes a long time resident of the Champaign-Urbana, Ill., community where her husband is director of finance for a large group practice/healthcare system. They have two teenagers: Nathan and Emilee. She has been exposed to the health care environment most of her career and is excited about the opportunity to combine her love of customer service and medical expertise for IHC. Teresa is responsible for coordinating all the client-based and open-enrollment train the trainer programs in the U.S. and abroad. You can reach Teresa at tdurbin@healthcarecomm.org.

IHC Faculty Disclosure

ALL IHC faculty must make a disclosure statement about any real or apparent financial affiliations. A disclosure statement MUST be made regardless of whether or not any financial affiliations exists. While you have already completed an application that included a faculty disclosure statement prior to attending the faculty training program, we also REQUIRE that you register your disclosure information in our online database and update it on a yearly basis or as needed. We have worked to make the disclosure process as simple for you as possible.

1. Go to the IHC website. 2. Click on FACULTY WORKSHOP CENTER. 3. Answer the questions (up to 3, depending on how they are answered). 4. Click to download your personalized PowerPoint slide and accompanying script that you can add to your workshop slide presentation. This slide must be shown by each faculty at the beginning of their presentation OR given as a handout to the workshop participants. To download the entire IHC faculty policies and procedures manual, click here

Please feel free to contact us at (800) 800-5907 or info@healthcarecomm.org if you have any questions or need further assistance with the disclosure process. Thank you for your support and assistance in maintaining our accreditation status as a CME provider.

Welcome New IHC Faculty 2011 Faculty Trained

Choices and Changes March 23-25, 2011, San Mateo, California

Danamaya Gorham, FNP, MSN, BSN, Daly City Youth Health Center, Daly City, California Maria E. McKenney, RN, BS, San Mateo Medical Center, Redwood City, California Norma Padilla, LVN, Daly City Clinic, Daly City, California Carla Paniagua, San Mateo Medical Center Pediatric Clinic, San Mateo, California Norma Perez, C-PNP, Fair Oaks Children's Clinic, Redwood City, California Rachelle Reyles, B.S., Pharm D, San Mateo Medical Center, San Mateo, California Anna Vilchez-Ruiz, LCSW, MSW, Ron Robinson Senior Care Center, San Mateo, California Carol Stafford, RN, BSN, Willow Clinic, Menlo Park, California

IHC News Nov. 2012 Page 12

"Difficult" Clinician-Patient Relationships May 2-4, 2011, Merced, California

Lisa Gil, MD, Golden Valley Health Centers, Merced, California Christy Hopkins, MD, MPH, FACEP, University of Utah, Salt Lake City, Utah Lesley Manson, PsyD, Open Door Community Health Centers, Arcata, California Elizabeth Morrison, LCSW, MAC, Golden Valley Health Centers, Merced, California

Choices and Changes May 16-18, 2011, Oakland, California

Pamela Alston, DDS, MPP, Alameda County Medical Center, Oakland, California Sweena Burroughs, RN, FNP, MPH, Alameda County Medical Center, Hayward, California Eva Camarena, MSW, Alameda County Medical Center, Oakland, California Holly Garcia, RD, MPH, Alameda County Medical Center, Oakland, California Denise Gonzalez, MD, California Health Care Safety Net Institute, Oakland, California Eric Mahone, Pharm.D, Alameda County Medical Center, Oakland, California Marilyn McCartney, MD. Alameda County Medical Center, Oakland, California Sasha Morduchowicz, California Health Care Safety Net Institute, Oakland, California Evan Seevak, MD, Alameda County Medical Center, Oakland, California Cynthia Senior, RN, CDE, Alameda County Medical Center, Newark, California

Disclosing Unanticipated Medical Outcomes June 13-15, 2011, Glastonbury, Connecticut

George Hnatiuk MD, Oakwood Healthcare, Dearbon, Michigan James Love MD, FCCM, Oakwood Healthcare, Oakwood, Michigan Michael Marks, MD, MBA, Norwalk Hospital, Norwalk, Connecticut Susan Roberts, DO, MPH, Veterans Health Administration, Fresno, California Michael Ross, MD, True Medicine Communication & Consulting, Troy, Michigan Doris Turner, BSN, MHP, Oakwood Healthcare, Dearborn, Michigan Sonja Wilcox-Berriel, JD, Oakwood Healthcare, Dearborn, Michigan

Bayer Animal Health Communication Project July 11-15, 2011, New Haven, Connecticut

Dr. Jennifer Anne Allen, Bayer Animal Health Mimi Arighi, DVM, MSc, Purdue University School of Veterinary Medicine Dr. Liz Bailey, Bayer Animal Health, Gainesville, Florida Sandra Barnard, BVSc, Dip ACVIM, The Ohio State University Ellison Bentley, DVM, DACVO, University of Wisconsin-MadisonSchool of Veterinary Medicine, Dr. Nigel Campbell, North Carolina State University College of Veterinary Medicine Paul D. Carriere, DVM, PhD, University of Montreal Chris Clark, BA, Vet.M.B., PhD, DACVIM, Western College of Veterinary Medicine, U of Saskatchewan Jim Clark, DVM, MBA, University of California-Davis School of Veterinary Medicine Dawn Eblin, RVT, The Ohio State UniversityVeterinary Medical Center Susan Fitzharris Beths, BVMS, BSc, MRCVS, Ross University School of Veterinary Medicine Elizabeth C. Jeter,DVM, MS, Veterinary Pathobiology, Texas A&M University Judith Koenig, DVM, MSc, DVSc, DACVS, DECVS, University of Guelph, Ontario Veterinary College Sheryll Fonseth-Lais, DVM, BS, University of MinnesotaVeterinary Medical Center Susan Lowum, DVM, BS, MS, University of MinnesotaVeterinary Medical Center Glennon Mays, D.V.M., Texas A&M University, College of Veterinary Medicine Lindsay Moffatt, DVM, Ross University School of Veterinary Medicine, Basseterre, St Kitts, West Indies

IHC News Nov. 2012 Page 13 Sara-Louise Roberts Newcomer, DVM, Auburn University College of Veterinary Medicine Andrew Niehaus, DVM, MS, DACVS, The Ohio State UniversityVeterinary Medical Center Michelle Pine, DVM, PhD, Veterinary Integrative Biosciences, Texas A&M University Helena Rylander, DVM, MSc, University of Wisconsin-MadisonSchool of Veterinary Medicine, Madison, Wisconsin Tawni Silver, BSA, DVM, MS, Western College of Veterinary Medicine, University of Saskatchewan, Jo Smith, DVM, PhD, University of Georgia College of Veterinary Medicine Dustine D. Spencer, DVM, BS, Ross University School of Veterinary Medicine Brenda J. Stevens, DVM, North Carolina State University College of Veterinary Medicine Michelle Turek, DVM, University of Georgia College of Veterinary Medicine

Clinician-Patient Communication September 13-16, 2011, Germantown, Wisconsin

John Banzhaff, BA, MBA, Aurora Advanced Healthcare, Milwaukee, Wisconsin Lisa Benson, MD, MBA, Ministry Saint Joseph's Hospital, Marshfield, Wisconsin Amy Borkowski, CNM, Aurora Advanced Healthcare, Milwaukee, Wisconsin Mary Jo Capodice, DO, MPH, Aurora Advanced Healthcare, New Berlin, Wisconsin Lawrence Colassacco, MD, Aurora Advanced Medical Group, DePere, Wisconsin Kristin Dickson, BS, The Southeast Permanente Medical Group, Atlanta, Georgia Lynn Gunn, Aurora Advanced Healthcare, Milwaukee, Wisconsin Scott Hardin, MD, Aurora Advanced Healthcare, Milwaukee, Wisconsin Amy Harms, MD, Aurora Advanced Healthcare, Mantiwoc, Wisconsin Linda Hertel, RN, BSN, Ministry Saint Joseph's Hospital, Marshfield, Wisconsin Julia Hester-Diaz, MD, Aurora Advanced Healthcare, Two Rivers, Wisconsin Kriston Houte, Aurora Advanced Healthcare, Milwaukee, Wisconsin Jim Katz, Aurora Advanced Healthcare, Milwaukee, Wisconsin Edward Krall, Marshfield Clinic, Marshfield, Wisconsin Paul Levin, MD, Montefiore Medical Center, Bronx, New York Arpita Patel-Mehta, MD, MPH, Aurora Advanced Healthcare, Gurnee, Illinois

IHC News Nov. 2012 Page 14 Rosalyn Robinson, MSN, FNP-BC, Aurora Advanced Healthcare, Milwaukee, Wisconsin Sheri Rocco, MD, Aurora Advanced Healthcare, Kenosha, Wisconsin Joseph Schifillit, MD, Kaiser Permanente, Atlanta, Georgia Jackie Tillett, CNM, Aurora Advanced Healthcare, Milwaukee, Wisconsin Suzanne Weiss, RN, MHCA, Aurora Advanced Healthcare, Milwaukee, Wisconsin Karen Zorek, MD, Aurora Advanced Healthcare, Hartland, Wisconsin

Strangers In Crisis October 10-12, 2011, Salt Lake City, Utah

Sharon Cartwright, RN, BSN, University of Utah Health Care, Salt Lake City, Utah Christy Hopkins, MD, MPH, FACEP, University of Utah Health Sciences Center, Salt Lake City, Utah Paula Liddell, BSN, MSN, Northwest Permanente PC, Portland, Oregon Mike O'Neill, BS. ISMIE Mutual Insurance Company, Chicago, Illinois Michael Ross, MD, True Medicine, Troy, Michigan

Disclosing Unanticipated Medical Outcomes October 26-28, 2011, Tarzana, California

Christina Consolo, RN, BSN, CCRN, Providence Health & Services, Castaic, California Judith Miller, JD, Providence Health & Services, Renton, Washington Tad Norton, BS, BA, MPT, MBA, Providence Health & Services, Tarzana, California Marianne Padden, BA, Providence Health & Services, Torrance, California Jennie Ritchie, PT, BS, MBA, Providence Health & Services, Newhall, California

Choices and Changes November 1-4, 2011, San Diego, California

John Aleman, MD, Golden Valley Health Center, Merced, California Luvleigh Alston ASN, RN, BA, Golden Valley Health Center, Merced, California Barbara Cretan, DDS, Golden Valley Health Center, Tracy, California Natalie Fedan, BSN, RN, Sharp Rees-Stealy Medical Group, San Diego, California Doug Nguyen, BS, MD, Sharp Rees-Stealy Medical Group, San Diego, California Mychi Nguyen, MD, Asian Health Services, Oakland, California Eunice Sanchez-Mata, MD, Sharp Rees-Stealy Medical Group, San Diego, California Jesse Sanders, MD, Northeast Valley Health Corporation, San Fernando, California Beverley Turner, RN, EdD, Sharp Rees-Stealy Medical Group, San Diego, California Team and Patient-Centered Communication Skills for the Patient Medical Home

December 1-2, 2011, Englewood, Colorado Eric Huber, BA, MA, Springfield Clinic, Springfield, Illinois Tao Le, MD, Healthnet of California, Huntington Beach, California Michele M. Nanchoff, PhD, RPsych, IHC Master Trainer, Calgary, Alberta, Canada Dan O'Connell, PhD, IHC Master Trainer, Seattle, Washington Michael T. Ross, MD, True Medicine Communication and Consulting, Troy, Michigan Gustave Sison, PhD, Veterans Health Administration, Biloxi, Mississippi Lynn Webb, PhD, Vanderbilt University School of Medicine, Nashville, Tennessee Stephanie Wojtowicz, MD, Springfield Clinic, Springfield, Illinois

IHC News Nov. 2012 Page 15

2012 Faculty Trained

Treating Patients with C.A.R.E. January 24-26, 2012, Merced, California

Alex Abarca, LCSW, Golden Valley Health Center, Merced, California Jewel Aguilar, RN, Golden Valley Health Center, Merced, California Lisa Baladad, Golden Valley Health Center, Merced, California Gabriel Vargas, BA, Golden Valley Health Center, Merced, California Rebeca Vargas, MBA, Golden Valley Health Center, Patterson, California

Candid Conversations: Talking with Female Patients about Sexual Health March 22-25, 2012, Miami, Florida

Margaret Fleck, DNP, MSN, Rutgers University, Piscataway, New Jersey Sobia Khan, MD, Cleveland Clinic Foundation, Cleveland, Ohio Ronald Kimball, MD, Carle Physician Group, Urbana, Illinois Miranda Lane, BSc, MSc, Bradford Teaching Hospitals Foundation Trust, Huddersfield, West Yorkshire, England Robert Lane, MB ChB (Honours), MA, Leeds University Medical School, Huddersfield, West Yorkshire, England Tania Marek, MSN, Washington Hospital Center, Washington, District of Columbia Carolyn Nemec, MD, Beachwood Health Center, Beachwood, Ohio Kathy Cook Porter, MSN, The Hope Clinic, Waxahachie, Texasa Joseph Schifilliti, MD, The Southeast Permanente Medical Group, Atlanta, Georgia Marta Spain, MD, Carle Physician Group, Champaign, Illinois

Coaching for Impressive Care March 28-30, 2012, Merced, California

Alex Abarca, LCSW, Golden Valley Health Center, Merced, California

IHC News Nov. 2012 Page 16 Jewel Aguilar, RN, Golden Valley Health Center, Merced, California Lisa Baladad, Golden Valley Health Center, Merced, California Felicia Batts, MPH, Golden Valley Health Center, Merced, California Hope Perez, LVN, Golden Valley Health Center, Merced, California Ginger Smith, California Primary Care Association, Sacramento, California Gabriel Vargas, BA, Golden Valley Health Center, Merced, California Rebeca Vargas, MBA, Golden Valley Health Center, Patterson, California

Clinician-Patient Communication to Enhance Health Outcomes April 2-5, 2012, Tulsa, Oklahoma

Christopher Dalton, DO, Warren Clinic, Jenks, Oklahoma Brent Dennis, MD, Warren Clinic, Tulsa, Oklahoma Susan Driesel, BSN, Warren Clinic, Tulsa, Oklahoma Christine Franden, MD, Warren Clinic, Tulsa, Oklahoma Mark Frost, MD, Warren Clinic, Tulsa, Oklahoma Teri Hillsberry, Warren Clinic, Tulsa, Oklahoma Michael Malloy, MD, Warren Clinic, Tulsa, Oklahoma Michelle O'Meara, DO, Warren Clinic, Tulsa, Oklahoma Stanley Schwartz, MD, Warren Clinic, Tulsa, Oklahoma

Bayer Animal Health Communication Project July 16-20, 2012, New Haven, Connecticut

Turi K. Aarnes, DVM, MS, DACVA, The Ohio State University, Columbus, Ohio Mark L. Alley, DVM, MBA, North Carolina State UniversityCollege of Veterinary Medicine Barbara Ambros, Mag med vet, Dr. med.vet, M.Vet.Sc., Diplomate, ECVAA, Western College of Veterinary Medicine, University of Saskatchewan Bianca Bauer, B.Sc., DVM, M.Sc., DipACVO, Western College of Veterinary Medicine, University of Saskatchewan Ellen Behrend, VMD, PhD, DACVIM, Auburn UniversityCollege of Veterinary Medicine Luc DesCôteaux, DVM, MSc, DABVP, Université de Montréal Brandon Dominguez, DVM, MS, Texas A&M University College of Veterinary Medicine & Biomedical Sciences Stacy Eckman, DVM, Veterinary Medical Teaching Hospital, Texas A&M UniversityCollege of Veterinary Medicine Kelli K.. Ferris, DVM, North Carolina State University College of Veterinary Medicine Kathleen Ham, DVM, MS, DACVS, The Ohio State University College of Veterinary Medicine Jan Hawkins, BS, DVM, DACVS, Purdue University College of Veterinary Medicine Marie Holowaychuk, DVM, DACVECC, Ontario Veterinary College, University of Guelph, Amanda House, DVM, University of Florida College of Veterinary Medicine Bradley T. Jones, BA, DVM, University of Nebraska-Lincoln School of Veterinary Medicine & Biomedical Sciences Andrea Monnig, BS, DVM The Ohio State University Julia B. Ponder, DVM, University of Minnesota College of Veterinary Medicine Virginia Rentko, VMD, Tufts Cummings School of Veterinary Medicine Linda Christine Sanchez, DVM, University of Florida College of Veterinary Medicine Christopher Snyder, DVM, DAVDC, University of Wisconsin School of Veterinary Medicine Amy Stone, DVM, PhD, University of Florida College of Veterinary Medicine Shannon Washburn, DVM, PhD, Texas A&M University Lois Wetmore, DVM, MS, ScD, Tufts Cummings School of Veterinary Medicine

IHC News Nov. 2012 Page 17

Disclosing Unanticipated Medical Outcomes July 17-18, 2012, St. Louis, Missouri

William Brown, BS, MS, MD, Middle Tennessee Medical Center, Murfreesboro, Tennessee Charles Husson, DO, Genesys Regional Medical Center, Grand Blanc, Michigan, Frank Mazza, MD, Seton Healthcare Family, Austin, Texas, Kenneth Rothfield, MD, Ascension Health, Baltimore, Maryland, Antonio Salud, MD, MA, Columbia-St. Mary's, Milwaukee, Wisconsin

"Difficult" Clinician-Patient Relationships July 18-20, 2012, New Haven, Connecticut

Nellia Beketova, Institute of Practial Psychology and Psychoanalysis, Moskow, Russia, Lennox Bryson, MD, Nassau University Medical Center/NuHealth, East Meadow, New York, Trudy Fedorko, DO, Physicians Emergency Care Associates, Dallas, Texas Monica Harris-Broome, MD, of Miami Miller School of Medicine, Miami, Florida, Barbara Patterson, JD, Aurora Healthcare, Germantown, Wisconsin

IHC News Nov. 2012 Page 18

Clinician-Patient Communication to Enhance Health Outcomes August 6-9, 2012, Chicago, Illinois

P. Dianne Damper, MD, PhD, Advocate Trinity Hospital, Chicago, Illinois Anna-Maria Nowell, MD, Advocate Trinity Hospital, Chicago, Illinois Vinitha Raghavan, MD, Advocate Trinity Hospital, Chicago, Illinois Joseph Thomas, MD, MBA, Advocate Trinity Hospital, Chicago, Illinois

Choices and Changes: Clinician Influence and Patient Action August 14-17, 2012, San Diego, California

Cindy Barter, MD, MPH, IBCLC, Hunterdon Medical Center, Lambertville, New Jersey Lori Evers, MS, Springfield Clinic, Springfield, Illinois Eric Huber, BA, MA, Springfield Clinic, Springfield, Illinois Viviana Kulinski, Sharp Healthcare, San Diego, California Karen Rique, MSN, Sharp Rees-Stealy Medical Group, San Diego, California Lori Roach, RN, BS, EMC, Sharp Rees-Stealy Medical Group, San Diego, California Amy Schultz, BSN, Sharp HelathCare, San Diego, California

Disclosing Unanticipated Medical Outcomes August 20-22, 2012, Everett, Washington

Eleanor Alcones, BS, Council of Community Clinics, San Diego, California Veenu Aulakh, MSPH, Community Clinics Initiative, San Francisco, California Robin Bradley, BS, North County Health Services, San Marcos, California Susannah Brouwer, MPH, Center for Care Innovation, San Francisco, California Briana Cardoza, MPH, North County Health Services, San Marcos, California Derek Carrillo, BA, Neighborhood Healthcare, Escondido, California Jaime Carrillo, MA Council of Community Clinics, San Diego, California Lynne Farrell, BSN, MA, Council of Community Clinics, San Diego, California Shannon Fomai, AND, Neighborhood Healthcare, Temecula, California Satinder Suprai, LVN, North County Health Services, San Marcos, California Dennis Thornton, Planned Parenthood of the Pacific Southwest, San Diego, California Bertha Tsai-Tulagan, DO, Neighborhood Healthcare, Escondido, California Cheryl Whitten, Neighborhood Healthcare, Escondido, California

IHC News Nov. 2012 Page 19 Doris Yung, MD, North County Health Services, Ramona, California

Treating Patients with C.A.R.E. September 26-28, 2012, San Diego, California

Eleanor Alcones, BS, Council of Community Clinics, San Diego, California Veenu Aulakh, MSPH, Community Clinics Initiative, San Francisco, California Robin Bradley, BS, North County Health Services, San Marcos, California Susannah Brouwer, MPH, Center for Care Innovation, San Francisco, California Briana Cardoza, MPH, North County Health Services, San Marcos, California Derek Carrillo, BA, Neighborhood Healthcare, Escondido, California Jaime Carrillo, MA, Council of Community Clinics - Community Clinics Health Network, San Diego, California Lynne Farrell, BSN, MA, Council of Community Clinics, San Diego, California Shannon Fomai, AND, Neighborhood Healthcare, Temecula, California Satinder Suprai, LVN, North County Health Services, San Marcos, California Dennis Thornton, Planned Parenthood of the Pacific Southwest, San Diego, California Bertha Tsai-Tulagan, DO, Neighborhood Healthcare, Escondido, California Cheryl Whitten, Neighborhood Healthcare, Escondido, California Doris Yung, MD, North County Health Services, Ramona, California

Treating Patients with C.A.R.E. November 5-7, 2012, Los Angeles, California

Sylvia Barahona, St. John's Well Child and Family Center, Los Angeles, California Elisabeth Cederblom, MSN, MPH, St. John's Well Child and Family Center, Los Angeles, California Rigoberto Garcia, BS, Northeast Valley Health Corporation, San Fernando, California Tanesa Gonzalez, LVN, The Children's Clinic, Long Beach, California Tiffany Hill, MD, Inland Behavioral and Health Services Inc, San Bernardino, California Beverly Jenkins, Northeast Valley Health Corporation, San Fernando, California Maria Elena Lane, BS, Northeast Valley Health Corporation, San Fernando, California Leslie Larsen, BSN, MS, CPNP, The Children's Clinic, Long Beach, California

IHC News Nov. 2012 Page 20 Oscar Martinez, LVN, Northeast Valley Health Corporation, San Fernando, California Jonathan Mejia, St. John's Well Child & Family Center, Los Angeles, California Julie Ann Minardi, Med, Council of Community Clinics, San Diego, California Jennifer Ponce, BA, MPH(c), The Children's Clinic, Long Beach, California Debra Rosen, RN, MPH, Northeast Valley Health Corporation, San Fernando, California Jennifer Rossi, LVN, BA, Inland Behavioral & Health Services, San Bernardo, California Ayesha Sayed, RD, Northeast Valley Health Corporation, San Fernando, California

Treating Patients with C.A.R.E. November 26-28, 2012, Oakland, California

Phally Ban, Asian Health Services, Oakland, California Patricia Caplan, MA, MPA, MBA, Mission Neighborhood Health Center, San Francisco, California Norma Gonzalez, Santa Rosa Community Health Centers, Santa Rosa, California Deborah Harmell-Antonio, Marin Community Clinics, Novato, California Marcella Hernandez, BS, Santa Rosa Community Health Centers, Santa Rosa, California Claudia Huerta, CMA, North County Health Services, San Marcos, California Alicia Kelley, CommuniCare Health Centers, Davis, California Stacey McCall, North County Health Services, San Marcos, California Judy Nguyen, BA, Asian Health Services, Oakland, California Mychi Nguyen, MD, Asian Health Services, Oakland, California Roya Platsis, Petaluma Health Center, Petaluma, California Jeremie Robenolt, BA, West County Health Center, Guerneville, California

Treating Patients with C.A.R.E. November 28-30, 2012, Oakland, California

Theresa Blanco, MA, BS, Shasta Community Health Center, Redding, California Maureen Boland, MPH, Women's Community Clinic, San Francisco, California Denise Combs, AA, Santa Rosa Community Health Centers, Santa Rosa, California Herwin Hernandez, BSN, South of Market Health Center, San Francisco, California Telma Hernandez, Mission Neighborhood Health Center, San Francisco, California Cristina Sprague, South of Market Health Center, San Francisco, California Elizabeth Steinfield, RN, MSN, Women's Community Clinic, San Francisco, California Lauri Stevenson, RN, Shasta Community Health Center, Redding, California Gregory Vaughan, MD, Shasta Community Health Center, Redding, California

Our New Haven Team