Release Date: October 1, 2022
Expiration Date: September 30, 2025
Format: Enduring
Credit: 1.0 CME, 1.0 CDE, or 1.0 CNE

Faculty

Richard Bryan, MSN, RN, CPHRM
Senior Risk Solutions Consultant, MedPro Group

Program Details

Healthcare professionals and staff occasionally encounter angry patients and/or their family members. In recent years, the frequency of these encounters appears to be increasing. This program offers insight into the factors that may contribute to these escalating behaviors. It also provides strategies for remaining calm, communicating clearly, and de-escalating hostile behavior when it occurs. Additionally, participants 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. Understand human behavior and stressors
2. Identify methods for improving communication between providers/staff and patients/families
3. Recognize potential escalation triggers
4. List strategies for de-escalating disruptive behavior
5. 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 (CE) 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.

Webinars do not need to be completed in one sitting, but participants should note the time they stop watching so they can restart the video at the appropriate time.

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 Credit(s)™.
	MedPro Group is accredited as a provider of nursing continuing professional development by the American Nurses Credentialing Center's Commission on Accreditation. MedPro Group designates this enduring activity for a maximum of 1.0 CNE. Participants must complete all program components, including obtaining a score of 70% or better on the post-test.
	MedPro Group Nationally Approved PACE Program Provider for FAGD/MAGD credit. Approval does not imply acceptance by any regulatory authority or AGD endorsement October 1, 2022 to September 30, 2025. Provider ID# 218784 MedPro Group designates this continuing dental education activity as meeting the criteria for up to 1.0 hour(s) of CE credit.

Participants should claim only the credit commensurate with the extent of their participation in the activity. Individuals not seeking CME, CDE or CNE 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(s) 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. To receive a 1-year risk management premium credit, insureds must take two 1-hour on-demand programs.

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, please contact us 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 Risk Solutions staff report that they have no relevant financial relationships with any commercial interests or ineligible company.

Legal Disclaimers

The information and guidance provided here should not be construed as medical or legal advice and should not be construed as rules or establishing a standard of care. 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 may differ between companies.

© 2023 MedPro Group Inc. All rights reserved.

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Contact Us

If you have any comments, questions, or concerns, please email us at riskmanagement@medpro.com or call 800-463-3776 x119649.

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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