Keep Your Cool: Strategies for (Figuratively) Tackling the Problem of Angry Patients/Families

Keep Your Cool: Strategies for (Figuratively) Tackling the Problem of Angry Patients/Families is organized by MedPro Group.

Release Date: June 1, 2019
Expiration Date: May 31, 2022

Course Description:
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:
• Identify methods of improving communication between office staff and patients/families.
• List strategies for de-escalating disruptive behavior.
• Develop an office-wide plan for managing angry patients/families.