Case Study

Self-Paced, Online Training Improves Patient Care

UCSF CEPC moved its in-person training to Bridge Practice, improving reach, engagement, and health coaching.

With a shortage of physicians and no shortage of patients, the way primary care is delivered in the United States needs a change. Some practices are meeting this challenge, shifting from the traditional physician-centered model to patient-focused teams, with the goal of improving access and quality of care.


The University of California, San Francisco's Center for Excellence in Primary Care (CEPC) was created in 2005 to respond to challenges that face the broader healthcare community with the goal of achieving the Quadruple Aim: improving patient experience, enhancing population health and health equity, reducing the cost of care, and restoring joy and satisfaction in the practice of primary care. Among its various offerings, CEPC provides health coaching skills training to healthcare leadership, providers, and staff nationwide.

The Objective

“We are a small but mighty center with ongoing demand for our trainings. We recognized the need for a health coaching program that can improve the interaction and quality of care provided to patients. By adapting our in-person offering to an interactive online program, we knew we could not only reach more teams and practices but also address the request for a self-paced curriculum — something that provides our trainees with more flexibility and accommodates their busy schedules,” commented Chris Chirinos, CEPC Practice Coaching and Training Manager. 

UCSF CEPC’s Approach

The CEPC health coaching skills training emphasizes how members of the healthcare team can work collaboratively with patients to equip them with the knowledge, skills, and confidence they need to be active, informed partners in their care. “The Practice platform was pre-vetted by our training team as one that preserved the interactive nature of our training, which we were eager to retain in our online offering,” said Chirinos about how CEPC selected Practice. 


Training around 25 participants at a time, the online program is structured over 10 weeks, beginning with a kick-off webinar followed by a series of skills-based modules released weekly. Throughout the course, participants engage in role-play and peer learning activities based on real-life scenarios. The training ends with a pinnacle demonstration by participants to CEPC master trainers. “This ‘capstone’ activity that closes out our course is an important skills check that helps ensure our participants’ understanding and mastery of the curriculum. Through two extended role-play scenarios, our trainees are tasked with using all the skills they’ve learned to health coach a fictional patient,” added Beatrice Huang, Policy and Program Analyst for CEPC. 


With the introduction of Practice to the program, the team at CEPC was able to:

  • Broaden its reach to healthcare practices around the country and accommodate their busy clinical schedules with a tailored, self-paced curriculum.
  • Empower participants to engage in mobile-enabled, flexible learning — from anywhere, at anytime.
  • Track and report on participant learning, ensuring program scalability without losing the integrity or quality of the program.  

How CEPC Measures Success    

  • Practical application of learning - Participants have taken the skills they learned in the program and are implementing them with regularity in their day-to-day work to better engage patients in their care. 
  • Program scalability - “The ability to easily pull analytics on which modules have been completed has been so helpful for us as facilitators. It allows us to quickly see which skills require more instructor attention, enabling us to make real time adjustments and provide feedback,” mentioned Huang regarding the analytics Practice readily provides at the course and participant level. “The timestamped feedback and comments are really useful! It allows participants to identify what they need to work on, without having to figure out on their own what the instructor or their peers are referring to when they provide targeted feedback,” said Huang about the ease of feedback engagement.
  • Mobile-ready learning - “Our participants are not only located throughout the country but also work within  organizations that provide varying levels of support for extended learning. Some organizations were very mindful about protecting time for its participants to complete the training program at work, whereas other participants had to find time outside of work to engage at the same level. With Practice’s mobile-ready learning capabilities, participants had the option of completing the content and role-play exercises outside of the work day and on multiple devices,” said Chris Chirinos, Practice Coaching and Training Manager.     
  • Tailored feedback - The ability to watch other video submissions — see others role-play and complete exercises based on real-life cases and scenarios — helped peers both give and receive individualized feedback. It also provided opportunities for participants to self-correct after observing their peers’ video submissions.


To learn more about how CEPC has leveraged training programs and educational resources to prepare today’s clinics and healthcare practitioners and champions to respond with technology-first, impactful practiced coaching and learning with Practice, contact us at [email protected] or 877.576.5364