DorlandHealth

Conflict and Intimidation in Health Care Settings:
How To Protect Patient Care and Defuse Hostile Behaviors

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The publisher of Case In Point, Case In Point Weekly and the Case Management Resource Guide presents an online training seminar to assist professionals in understanding the impact that disruptive behavior has on an organization’s ability to provide safe and quality patient care. In addition to undermining safety and quality, poor conduct among health care professionals destroys trust that case managers and others work hard to create. Collaboration, productivity, patient satisfaction and retention all suffer.

Increase your knowledge about this problem and take home tools and strategies that will help ensure that the productivity, safety, quality and job satisfaction within your workplace are not jeopardized.

This training session brings together three leading experts who have done extensive research into this field and will provide the tools and strategies that you can integrate into your personal and organizational practices. As a result, you will be prepared to play a vital role in identifying and defusing disruptive behavior in your workplace while contributing to a healthy culture for your organization and others with whom case managers interface.

Continuing education credits have been applied for nurses, case managers and disability management specialists.

About the Webinar

Unfortunately, disruptive behaviors did not stop in kindergarten, but manifest in most work settings, health care notwithstanding. Today, disruptive behavior is being recognized as unhealthy and unsafe, and efforts are being emplaced to reign in those who practice this costly behavior. This is due to the growing body of evidence that assists health care professionals in identifying disruptive behavior so that it does not impact the work environment and the quality of care consumers of health care expect from the professionals charged to care for them.

The Joint Commission has said that intimidating and disruptive behaviors can foster medical errors, contribute to poor patient satisfaction and to preventable adverse outcomes, increase the cost of care, and cause qualified clinicians, administrators and managers to seek new positions in more professional environments.

Intimidating and disruptive behaviors in health care organizations are not rare. A survey on intimidation conducted by the Institute for Safe Medication Practices found that 40 percent of health care professionals have kept quiet or remained passive during patient care events rather than question a known intimidator.

As advocates for patients, case managers and other health care professionals must be prepared to address conflicts in the workplace to protect the patient and themselves. By bringing together three of the leading professionals actively working in the field, this training session will explain the research to date and share examples that you can incorporate into your personal practice to address this behavior when it arises.

Our Webinar Will Answer These Questions:

• What is disruptive behavior?
• How does disruptive behavior impact quality of life and productivity?
• How can I recognize disruptive behavior?
• Why does this behavior go unreported?
• What is the importance of respect among all professionals?
• What are the Joint Commission requirements related to behavior that undermines the culture of safety?
• What obstacles might I encounter in trying to eliminate disruptive behavior from my workplace?
• What tools and strategies will address disruptive behavior?
• What is the importance of productive conflict management and engaging in crucial conversation?
• What verbal and nonverbal factors can undermine relationships?
• What is the importance of stimulating internal discussion on this topic?
• What is the impact of stress on behavior?
• How does the media’s portrayal of nurses and other health care professionals impact the problem?
  
  
  
  

Speakers:

	Beth Boynton, RN, MS [bio] [references] Consultant and Author of Confident Voices: The Nurses' Guide To Improving Communication & Creating Positive Workplaces
	Sally Cadman, MS, ACNS-BC, CCRN [bio] Clinical Care Nurse Specialist and Faculty Member, Regis College, Weston, Mass.
	Sandy Summers, RN, MSN, MPH [bio] Executive Director The Truth About Nursing
	Moderator: Anne Llewellyn RN-BC, MS, BHSA, CCM, CRRN Editor in Chief, Case Management Products Dorland Health, a Division of Access Intelligence

Who Should Attend

• Directors of case management departments
• Supervisors of case management departments
• Physicians
• Medical directors
• Pharmacists
• Hospital case managers
• Independent case managers
• Ancillary health care professionals
• Customer service professionals
• CEOs
• CFOs
• Human resource professionals
• Managed care case managers
• Risk managers
• Compliance officers
• Providers
• Students
  

Continuing education credits will be awarded to nurses and certified case managers after a post-test and program evaluation has been completed.

How does the Webinar work?

The live audio is delivered to your location over the telephone or your computer speakers. The Power-Point presentations are presented over the Internet and are available to print out before the program. This is like a talk-radio program with visuals on the Web. You and your team will be able to have a live Q&A with all the speakers.

You need Real Player or Windows Media Player installed on your computer. If you do not have either, please follow the instructions below to download and install them. Or if you prefer, a phone for the audio and an Internet connection to let you watch the slides and other information on the Web will suffice. No other downloads or special hardware - a dial-up connection will work fine.

• One (1) set of materials (you may make copies for all of the persons you invited to listen to the program);
• One (1) toll-free connection to the seminar (if you select the audio connection.), and
• One (1) Internet connection to the seminar.
  
  

What equipment do I need?

For the audio connection:

• A computer with Real Player or Windows Media Player installed. When you log into the Virtual Seminar, your computer will be taken through a brief configuration check and will let you know if you're missing any software.
• If you do not have RealPlayer or Windows, a touch-tone telephone will work also. It works best to use a speakerphone so that others can listen too.

For the Internet connection:

• PC: 166Mhz Pentium-based PC or better
  
• Operating system: Windows 95, 98, NT, 2000, XP
  
• Browser: For optimal viewing experience, we recommend using Internet Explorer 6.0 or higher. However, any version of IE 4.0 or higher will work. For Netscape, only versions 4.x are supported at this time.
  
• Internet connection: 28.8 or faster connection
  
• Display set at 1024 x 768 or 800 x 600
  
• Mac users are encouraged to use Firefox 2.0 (or later) with Real Player to view the webcast. You can also test your system using the system test button in menu on the left hand side.

Player Downloads

If using Microsoft Windows Media Player, Version 6.4 or later is required.
Download a supported Microsoft Windows Media Player

If using RealPlayer, Version 7.0 or later is required.
Download a supported RealPlayer

 
Questions?

To register by phone, contact the marketing department at 301-354-1610.

If you are having any technical difficulties or need assistance meeting these requirements, please contact our Technical Support Center at 1-866-709-8255 or click here.

For content questions regarding this Webinar, contact Anne Llewellyn at 954-254-2950 or email This e-mail address is being protected from spambots. You need JavaScript enabled to view it .

 *Dorland Health does not offer any refunds for the webinar.  All sales are final.