Patient Provider Communication Training Workshop | Session 2: Managing the Potentially Difficult Encounter
Research has shown that 10-15% of encounters between healthcare providers and patients and families are judged by providers as difficult or frustrating in some way. Increased experience and specific skills and demeanors have been shown to reduce both the frequency and the severity of difficult interactions while also increasing the chance that these encounters can be turned around efficiently. Difficult encounters are associated with increased likelihood of patient and family initiating a malpractice claim in the face of disappointed expectations, or simply making intensely critical comments about a clinician or service on social media or in other forums. The likelihood of agreeing to and adhering to a treatment plan is much lower in the context of an unsatisfying or contentious interaction with a healthcare provider. It has also become clear that these difficult encounters weigh heavily on the mood and satisfaction for the clinicians involved. More recent research on clinician burnout has shown that feelings of ineffectiveness are associated with clinicians becoming both depressed and alienated as care providers.
Physicians and other allied healthcare providers who manage and treat patients.
- Identify exactly why and how encounters become difficult, through quickly recognizing when patient and clinician pictures of success, specific expectations for tests and treatments, and insufficient flexibility are undermining the path to agreement.
- Examine how their own attitudes, expectations and communication behavior contribute to increased likelihood of a difficult interaction and learn strategies for better managing their own mood and behavior in these situations.
- Diagnose conversations that are becoming dysfunctional and therefore what specific strategies to apply to turn them around, including when to include others to resolve impasses.
- Apply strategies to encounters that they have individually identified as particularly difficult for them to manage effectively.
- Outline the various types of cultural diversities (gender, age, race, religion, culture, etc.) that relate to demographics, diagnosis and treatment.
Daniel O'Connell, PhD Consultant
Antonio Padilla, MBA Vice President of Patient Experience
Dr. O’Connell and Antonio Padilla have indicated they do not have anything to disclose.
ACCREDITATION STATEMENT: City of Hope is accredited by the Accreditation Council for Continuing Medical Education (ACCME) to provide continuing medical education for physicians.
CREDIT DESIGNATION: City of Hope designates this live activity for a maximum of 3.0 AMA PRA Category 1 Credits™. Physicians should claim only the credit commensurate with the extent of their participation in the activity.
The following credit type(s) are being offered for this course:
• AMA PRA Category 1™ 3.0
The following may apply AMA PRA Category 1 Credit™ for license renewal:
Registered Nurses: Nurses may report up to 3.0 credit hours toward the continuing education requirements for license renewal by their state Board of Registered Nurses (BRN). AMA PRA Category 1 Credit™ may be noted on the license renewal application in lieu of a BRN provider number.
Physician Assistants: The National Commission on Certification of Physicians Assistants states that AMA PRA Category 1 Credit™ accredited courses are acceptable for CME requirements for recertification.
- 3.00 AMA PRA Category 1 Credit™City of Hope is accredited by the Accreditation Council for Continuing Medical Education (ACCME) to provide continuing medical education for physicians.
City of Hope designates this Patient Provider Communication Training Workshop | Session 2: Managing the Potentially Difficult Encounter for a maximum of 3.00 AMA PRA Category 1 Credit™ requirements. Physicians should claim only the credit commensurate with the extent of their participation in the activity.
- 3.00 Attendance