© 2015 HCCS, a HealthStream Company www.hccs.com
HCCS Expert Webinar
Fun and Engaging Compliance Training? Really!
Guest Speaker
Ms. Newsholme has a Bachelor’s Degree in Management and a Master’s Degree in Organization Leadership. She is Certified in Healthcare Compliance and is a Certified Compliance and Ethics Professional from the Compliance Certification Board (CCB). During her 40 year career, she has served in both clinical (cardiology, internal medicine and orthopaedics) and non-clinical roles (operations, administration, compliance and education).
Prior to joining HCCS, Ms. Newsholme spent 13 years in Education and Organizational Development for a large multi-hospital health system in Atlanta, Georgia.
Debbie Newsholme Senior Director, Content OperationsHCCS – A HealthStream Company
© 2015 HCCS, a HealthStream Company www.hccs.com
About the Speakers
Ms. Thomas is a seasoned healthcare compliance professional whose experience spans more than fourteen years in the hospital and health system compliance arena and more than thirty years in healthcare overall. Prior to coming to HCCS, Ms. Thomas was the Director of Corporate Compliance and Privacy Officer for a 600-bed health system consisting of two general acute care hospitals, a Long Term Acute Care Hospital, and many employed physicians in the Atlanta area. Ms. Thomas holds a Bachelor’s Degree in Business Administration from Mercer University and is certified in health care compliance by the HCCB and in health care privacy and security by the American Health Information Management Association.
Christine Thomas Manager, Compliance Content
DevelopmentHCCS – A HealthStream Company
Agenda
Why compliance training?
Adult education and training basics
Why make compliance training fun and engaging?
Keeping it real: story telling in compliance training
Elements that peak interest and capture attention
© 2015 HCCS, a HealthStream Company www.hccs.com
Poll Question
Who’s in the audience?
Acute Care
Post-Acute Care
Ambulatory Care
Physicians’ Practice
Why Compliance Training?
The Best Defense is a Strong Offense
Important component of an effective program
Basic to overall strategy to protect organization
Arms staff with basic knowledge
Contributes to culture of compliance
May mitigate damages in enforcement action
© 2015 HCCS, a HealthStream Company www.hccs.com
Why Compliance Training?
The Government’s stance:
One of the seven essential elements of an effective program as stated in the US Sentencing Guidelines
ACA § 6401 “Provider of medical or other items or services…shall establish a compliance program as a condition for enrollment in Medicare, Medicaid or the Children’s Health Insurance Program.”
OIG Supplemental Compliance Guidance for Hospitals and other provider guidance specifically note appropriate training and education
Always a requirement of a CIA
Why Compliance Training?
Basic in overall strategy to protect organization: Fosters improved communication between staff and
Compliance Officer
Enlists staff as additional “eyes and ears”
Assists in ensuring business is conducted ethically and lawfully
Is a proactive approach to prevention of unlawful activity
Aids in detection of unlawful activity
© 2015 HCCS, a HealthStream Company www.hccs.com
Why Compliance Training?
Arms your staff with the basics: A fundamental understanding of compliance and your
compliance program
The application of laws and regulations in day-to-day work roles
Where and how to access Policies and Procedures pertaining to compliance
Examples of suspicious behaviors and actions
What to report and to whom it should be reported
Why Compliance Training?
Develop a culture of compliance: Convey the “Why” to improve acceptance
Impart individual responsibility for compliance
Underscore the obligation to report
Emphasize everyone is held to same standard and is accountable
Reiterate your no retaliation policy
Require as an element in annual evaluations
Foster camaraderie – “We’re all in this together”
© 2015 HCCS, a HealthStream Company www.hccs.com
Why Compliance Training?
Should the OIG come knocking… Proof of robust training (as part of an effective
program) may help decrease fines and penalties
Provide evidence such as:
– Sign-in sheets or computer logs
– Proof of completion
– Copies of training materials
– Policy for compliance training
Adult Education and Training Basics
Know thy audience
Average reading level of U.S. adults
Multigenerational, multicultural workforce
What do adults bring to the learning environment?
© 2015 HCCS, a HealthStream Company www.hccs.com
Adult Education and Training Basics
Who participates and why?
Learning in a variety of settings
Formal• Classroom training
• Online training
• Skills training
Informal• Opportunity training
• Competency training
Adult Education and Training Basics
What adults need/want from training:
Stimulating visuals Graphics
Videos
Knowledge checks/exercises throughout the content, not just at the end
Engagement in learning
Interactivity with content
© 2015 HCCS, a HealthStream Company www.hccs.com
Adult Education and Training Basics
Barriers to training and education
Time
Functional literacy
Education level
Language – ESL
Learning/other disability
Resource reduction
Human
Financial
Elements That Add Fun and Engagement
Gamification What is gamification?
Examples
Adaptive Learning
eLearning
Using characters Relatable guides
Measureable learning
© 2015 HCCS, a HealthStream Company www.hccs.com
Elements That Add Fun and Engagement
Realistic scenarios
Video integration
Humor
Smaller modular learning
Keeping It Real
Facts tell and stories sell Stories and scenarios are effective training
tools
o “Sells” compliance
o Illustrates key points
o Increases understanding
o Helps maintain engagement
o Enhances retention of information
© 2015 HCCS, a HealthStream Company www.hccs.com
Keeping It Real
Relevancy is key! Use realistic scenarios and stories
Avoid far-fetched or silly examples that do not seem plausible or feasible
Rely on real case studies such as actual enforcement actions or take from experience if possible
Avoid the use of institution or individuals’ names
Keeping It Real
Videos are valuable tools Keeps attention levels high
Breaks up course to avoid boredom
Sparks ideas and problem-solving
Gives instructor opportunity to insert questionso About what they just saw
o Why is it, or is not, a problem
© 2015 HCCS, a HealthStream Company www.hccs.com
Keeping It Real
Tips for video integration: Use situational videos with convincing
characters in realistic settings
Use audience as your guide
Be mindful of the length
Keep it current – old visuals are a turn-off to learners
Do not use a video as a lecture
Make it Memorable
© 2015 HCCS, a HealthStream Company www.hccs.com
Make it Memorable
If they laugh, they will remember!
Inject humor to: Make a point
Engage learners
Boost retention
Make content harder to ignore
Humanize the content
Make it Memorable
When adding humor: Open with humor to put learners at ease and get their
attention
Be mindful of your audience – what is comical to you may not be to your audience (consider cultural differences, etc.)
Strategically place humor in
training
Use humor sparingly
Change it periodically
(i.e. annually)
© 2015 HCCS, a HealthStream Company www.hccs.com
Keep It Short
Less is More Smaller doses are easier to absorb
Avoids loss of attention (alertness wanes after 20 minutes)
Leads to higher percentages of passing scores on quizzes
More likely to fit training into work day
Shorter modules = shorter courses overall = greater employee satisfaction
Keep It Short
There is danger in the weeds Too much information = sensorineural overload
Employees become impatient and resistant to training
Information becomes jumbled and forgettable
© 2015 HCCS, a HealthStream Company www.hccs.com
Recap
We’ve talked about: Why compliance training?
Adult education and training basics
Why make compliance training fun and engaging?
Keeping it real: story telling in compliance training
Elements that add fun and engagement
THANK YOU!
Question and Answer