Have a question?  Need a little help? Look here.

Answers to Frequently Asked Questions

• Who can enroll in the PACP?
• How is the program run?
• Must I register for the entire program?
• Do the modules need to be taken in a certain order?
• How long do I have to complete the entire program?
• What kind of credit do I earn?
• What is the difference between a contact hour and a CEU?
• What are the requirements for successful completion?
• What is the current status of the PACP?
• Why is enrollment in each course limited?
• How do I register?
• How do I pay for a course?
• Why was I put on a waiting list?
• Can I take more than one course at a time?
• Does CSU offer other online courses?
• Can I use credit received for previous coursework toward the PACP?
• How is the Society for Healthcare Consumer Advocacy involved?
• Whom do I contact for further information?
• How do I become a Patient Representative? What type of classes/courses do I need to take?

Who can enroll in the PACP?

The program is designed for individuals who work (or desire to work) as patient advocates in healthcare facilities.  We have had participants from across the nation.  The titles used vary considerably among the institutions as do the qualifications of the individuals enrolled.  The majority of these individuals work in hospitals.  Some are nurses, others are social workers, but many have other or no degrees.  There are no requirements to enroll in the PACP as this is a continuing education (CE) program.

The PACP is designed based on the competencies of a patient advocate identified by the Society for Healthcare Consumer Advocacy (SHCA).   As this is a continuing education program, no degree is granted.  However, individuals can earn CEUs as well as continuing education contact hours approved by various healthcare disciplines.  A continuing education certificate is earned after each course/module.  However, only those who complete the entire PACP will earn the Patient Advocate certificate.

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How is the program run?

Each course/module of the Patient Advocacy Certificate Program is held entirely online.  There are no required textbooks.  All information is available through the course site on the web or provided through links or pdf files.  The only "schedule" is that each course has specific starting and ending dates.  Each course begins and ends at 12 noon EST on a Monday.  The instructor will post a new lesson/s each week of the course.  You should plan on spending about two hours per week for the five weeks of the course.  There is one week added at the end of the course as a grace period, which allows you to catch up on assignments if you have been away or gotten behind.  You will have access to all previous lessons during this time.  You can participate whenever it is convenient for you.  Blackboard, the software that is used to distribute the courses, lets the instructor know what pages each participant has viewed.  Faculty are chosen to teach modules based on their expertise in the topic.  Some courses are heavy in new information while others apply and build on knowledge and skills you already have.  Therefore, individual course requirements will vary based on what the subject matter.

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Must I register for the entire program?

No, you can register for only those modules that you would like to take.  A certificate documenting the Continuing Education (CE) credit earned will be sent to you after successful completion of each module.  However, to receive the Patient Advocacy Program Certificate, you must have taken and successfully completed all modules. 

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Do the modules need to be taken in a certain order?

The modules can be taken in any order and there is no commitment to take all. 

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How long do I have to complete the entire program?

While each module has a set ending date, at this point, there is no time limit on completing the PACP.  CSU will continue to offer modules as long as there are individuals interested in participating.

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What kind of credit do I earn?

You will earn 1 Continuing Education Unit (CEU) for each module of the PACP that you successfully complete.  In addition, various modules will also award continuing education (CE) credit approved by specific disciplines.  See information and the end of each individual course description for this information.  For example, the Bioethics program offers CE credit for nurses, counselors, social workers, and psychologists.   

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What is the difference between a contact hour and a CEU?

International Association for Continuing Education and Training (IACET) defines a continuing education unit (CEU) as “ ten contact hours of participation in an organized continuing education experience under responsible sponsorship, capable direction and qualified instruction.”  Based on pilot tests, you will be spending about ten clock (contact) hours on each module of the PACP. 

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What are the requirements for successful completion?

In order to successfully complete a course, you need to read all of the material and respond to each posted assignment.  These can take the form of a "Question of the Week," participation in discussion on a specific topic, or providing feedback on an exercise you have completed.  In the discussion section of the website, you will read the responses of others and add your comments.  Discussion during the courses so far has been very interesting, as people related the concepts they were learning to their own practice.  The instructor monitors online discussion and makes comments or corrections as appropriate, but will not respond to each individual posting made by every student.

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What is the current status of the PACP?

The program is healthy and growing!  All ten modules have been designed, implemented and are currently being offered.  Enrollment in the latest modules (*) is limited to those participants who have completed all other modules.  Enrollment will be open to all interested parties beginning in Summer 2009.  The cost of each course/module is currently $149, and we project that this will be the cost for the immediate future.

Open Enrollment:

• Bioethics

• Conflict Resolution

• Crisis Intervention

• Customer Service

• Healthcare Management

• Interpersonal Communications

• Legal Rights

Modules currently only open to participants who have completed all other modules:

• Complaint Management *
• Measuring Patient Satisfaction *
• Data Management *

While it is wonderful to know of demand for these programs, we refuse to sacrifice quality for speed.  Course development is time consuming, so we ask for your patience.  We know you will appreciate the resulting high quality of good preparation. 

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Why is enrollment in each course limited?

The courses in the PACP are interactive; therefore, we limit the enrollment in each section to twenty-five.  The decision to limit registration for each class has been made to make sure that the class is manageable.  If the size is too large, the number of comments to read becomes overwhelming for those enrolled.  Once each module rolled out, Cleveland State is committed to repeating it on a regular basis so that those interested in completing the entire program can do so.   

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How do I register?

You can register in any of the following ways:

1) Call 216-687-2144
2) Fax your registration form to 216-687-9399
3) Complete the online form here.
4) Mail a completed form to:

Cleveland State University
Division of Continuing Education
2121 Euclid Ave. CE 103
Cleveland OH 44115-2214 

You will receive a confirmation that your registration was received.   

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How do I pay for a course?

If you call to register, you can provide a credit card number at the same time.  Payment must  be made in U.S. Dollars.  You can also mail a check (made out to “Cleveland State University”) and send it to:

Cleveland State University
Division of Continuing Education
2121 Euclid Ave. CE 103
Cleveland OH 44115-2214 

If your employer is paying tuition for you, it is your responsibility to make certain that CSU receives payment.  CSU cannot bill a third party source without previous authorization, such as a purchase order or Third Party Authorization Billing Form, to do so.  Once you first log onto the course website, you are responsible for payment of tuition.  

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Why was I put on a waiting list?

The demand for the PACP has been very high, and many of the courses we have offered filled up within days.  Therefore, are currently taking waiting lists, and offering seats in each new section via email to those on the waiting list.   This way we are not advertising spaces in a class that are already taken. As more and more modules are released, there will be more options for individuals, and getting into a particular class will be easier.

You can be added to a waiting list by sending an email to pacp@csuohio.edu.  This will result in your receiving information about upcoming modules via email.               

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Can I take more than one course at a time?

Often more than one course of the PACP is offered at the same time, and it is possible to register for more than one.  However, we do not recommend doing so.  Several individuals have taken courses concurrently, and have indicated on their evaluations that it was not a good idea.  While your eagerness to complete the program is admirable, you will get more out of each class if you concentrate on one at a time. 

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Does CSU offer other online courses?

Yes, there are many credit courses online, which are described on the University’s website (www.csuohio.edu).  There is another Continuing Education course, which many PACP participants and their colleagues find interesting and helpful.  This course is called "Codes of Ethics," and it takes an in-depth look at the Ethical Codes of four professional groups.  While not a part of the PACP, many of participants of the Bioethics course asked if they and members of their Ethics Committees could take this course, which includes several video segments.  These are sent to those registered on CD, to eliminate possible longer download times. This course is offered once each semester and has been highly evaluated by past participants. 

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Can I use credit received for previous coursework toward the PACP?

At this time, the answer to this question is no. The program is new, and is currently designed to provide continuing education credit for individual courses, along with a certificate to document completion of the entire sequence of courses based on the SHCA patient advocate competencies.   Once all the modules are developed, the faculty, with input from the Advisory Board, will discuss the question of applying previous education to the certificate program.

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How is the Society for Healthcare Consumer Advocacy involved?

This program is the result of long and fruitful discussions and collaboration between The Society for Healthcare Consumer Advocacy (SHCA) and Cleveland State University (CSU). The Program was built on the strong foundation of the Patient Advocate Core Competencies that were defined by the SHCA 2000 Role Delineation Work Group. In addition, SHCA appoints several members to an Advisory Board, which meets regularly and provides valuable input, advice and support to this program. See the list of SHCA members currently serving on the Advisory Board by clicking the "PACP Advisory Board" link at the left. For more information on healthcare consumer advocacy, the work of SHCA, or becoming a member, please see the SHCA website at http://www.shca-aha.org/

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Whom do I contact for further information?

If you have questions not addressed here or suggestions to help make this program even better, please contact Jeanine Carroll, Program Director, at Cleveland State University.  Her email is j.a.carroll@csuohio.edu.  If you would like to be put on the waiting list, please send an email to pacp@csuohio.edu or call Noelle Muscatello at 216-687-3867.  She can also answer questions about your registration and payment status.   

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How do I become a Patient Representative?  What type of classes/courses do I need to take?

Go to the Society for Healthcare Consumer Advocacy (SHCA) website: http://www.shca-aha.org. There is a wealth of information there.

The majority of patient advocates work in hospitals. Some are nurses, others are social workers, but many have other or no degrees. The titles given to this role vary considerably among the institutions as do the qualifications of the individuals enrolled.

The Society for Healthcare Consumer Advocacy (SHCA) has developed a list of competencies for a patient advocate, and the Cleveland State University program is based on these.

In general, training in the following areas will be valuable for the position: complaint management, mediation training, conflict negotiation, data management, interpersonal communication, and crisis intervention.

Also helpful for this position is having the following: analytical problem solving ability; excellent oral and written communication skills; ability to relate to all types of people; being sensitive and compassionate when dealing with patients/families; being a good listener; good interviewing skills; tact in dealing with patients, families and staff; empathy; being patient and non-judgmental; possessing a good sense of humor; and having some experience and understanding of the organization.

There may not be an opening or even a position of a patient advocate in the organization you are considering. However, work to sell yourself to them and stress the need for this position. Patient advocates function as the eyes and ears for the organization. They bring important information to the organization to make continuous improvements. They advocate for the patients’ concerns, facilitate change to meet the needs of the patient and the organization, and provide proactive problem-solving to meet the patient’s needs and expectations.

Feel free to contact any member of the Advisory Board or the SHCA Board for more information.

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THANK YOU FOR YOUR INTEREST!  WE WELCOME YOUR SUGGESTIONS AND PARTICIPATION!