Release Date: June 1, 2019
Expiration Date: May 31, 2022
Format: Enduring
Credit: 1.0 CME or 1.0 CDE

Faculty/Course Developers

MaryAnn Digman, RN, MSHA
Senior Patient Safety & Risk Consultant, MedPro Group

Gail E. Harris, RN, MS, MA, CIC
Senior Patient Safety & Risk Consultant, MedPro Group

Program Details

All healthcare providers and staff encounter angry patients or family members from time to time. This program offers strategies for remaining calm, communicating clearly, and de-escalating hostile behavior when these situations arise. Participants also will benefit from the tips and strategies offered for developing an office-wide response plan and managing negative online reviews.

Educational Objectives

Upon completion of this activity, learners should be able to:

1. Identify methods of improving communication between office staff and patients/families.
2. List strategies for de-escalating disruptive behavior.
3. Develop an office-wide plan for managing angry patients/families.

CE and Premium Credit Details

MedPro Group is pleased to offer insureds an opportunity to earn continuing education hours. There is no cost for this test or the corresponding CE credit. Please make sure you have viewed the activity completely before taking this test. If you pass the test with a score of 70 percent or higher, you will be issued 1.0 CE credit(s) and can print a copy of the CE certificate for your education files.

Program Approval

MedPro Group is accredited by the Accreditation Council for Continuing Medical Education (ACCME) to provide continuing medical education for physicians. MedPro Group designates this enduring activity for a maximum of 1.0 AMA PRA Category 1 Credits™. Physicians should claim only the credit commensurate with the extent of their participation in the activity.

MedPro Group is designated as an Approved PACE Program Provider by the Academy of General Dentistry. The formal continuing education programs of this program provider are accepted by AGD for Fellowship/Mastership and membership maintenance credit. Approval does not imply acceptance by a state or provincial board of dentistry or AGD endorsement. The current term of approval extends from October 1, 2018 to September 30, 2022. Provider ID# (218784) MedPro Group designates this continuing dental education activity as meeting the criteria for up to 1.0 hour of continuing education credit. Doctors should claim only those hours actually spent in the activity.

Healthcare providers should claim only the credit commensurate with the extent of their participation in the activity. Osteopathic physicians, nonphysician doctors, and advanced practice healthcare professionals may take the test and submit their certificates to their professional CE accrediting bodies for review and consideration.

Premium Credit

This activity offers 1.0 hour of risk education credit with full documented participation. MedPro Group insureds who successfully complete this activity might be eligible to apply earned risk education hours toward a premium credit.

Approval by MedPro Group does not imply acceptance by a state or provincial board. Premium credit eligibility and amount are subject to state insurance filings and policy type. Completion of a risk management course does not imply or guarantee renewal.

To learn more about premium credit eligibility, contact MedPro Group's Customer Service Team at 800-463-3776.

Commercial Support and Faculty Disclosure

MedPro Group developed this CE activity without commercial support. CE planners, content developers, editors, committee members, and MedPro Group Patient Safety & Risk Solutions staff report that they have no relevant financial relationships with any commercial interests.

Legal Disclaimers

The information and guidance provided here should not be construed as medical or legal advice. Because the facts applicable to your situation may vary, or the regulations applicable in your jurisdiction may differ, please contact your attorney or other professional advisors if you have any questions related to your legal or medical obligations or rights, state or federal laws, contract interpretation, or other legal questions.

About MedPro Group

MedPro Group is the marketing name used to refer to the insurance operations of The Medical Protective Company, Princeton Insurance Company, PLICO, Inc. and MedPro RRG Risk Retention Group. All insurance products are underwritten and administered by these and other Berkshire Hathaway affiliates, including National Fire & Marine Insurance Company. Product availability is based upon business and/or regulatory approval and/or may differ between companies.

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Contact Us

If you have any comments, questions, or concerns, please email us at crmteam@medpro.com or call 800-463-3776.

Technical Requirements

This activity is best experienced using the most current browser (or its previous version) of Firefox, Chrome, Safari, or Microsoft Edge. For all activities featuring audio, you must have a sound card and speakers. To view graphic images and references that appear in separate "pop-up" windows, you must have JavaScript and session cookies enabled on your computer. Adobe Acrobat Reader may be required for certain activities.

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