Connecting with patients and families during COVID-19 – Part 2

The hospital is increasingly becoming a hostile environment, with clinicians facing verbal abuse and physical violence from patients and their families. Clinicians need skills to defuse conflict and hopefully settle down hostilities before they get out of hand. If calming hostilities is not possible, they need to know what to do in the face of violent confrontation. On this episode, Tomas discusses patient hostility with a leading expert on the topic.   Moderator: Tomas Villanueva, DO, MBA, FACPE, SFHM Senior Principal, Clinical Operations and Quality Vizient Guest: Cecilia Cruz, MD, MPH, CPCC, ACC Founder and Chief Executive Officer Marpe, LLC Board-certified emergency medicine physician Former co-chair of Quality Division of Emergency Medicine NorthShore University HealthSystem   Show Notes: [01:41] Patient hostility on the rise [02:43] Verbal violence is most prevalent, and the most unreported [03:19] Cleveland Clinic: violence four times more prevalent in health care [04:08] Health care workers more exposed than prison guards and police officers [04:39] Higher risk of assaults for nurses [05:26] Biggest risk in high-acuity settings – ambulances, EDs, ICUs, psych units [06:10] Reasons/origins [08:52] Patient families as source of conflict   Links | Resources: To contact Modern Practice: modernpracticepodcast@vizientinc.com Dr. Cruz’s email: ceciliacruz@marpejourney.com Dr Cruz’s Linkedin page: Click here MARPE, LLC website: Click here   Subscribe Today! Apple Podcasts Amazon Podcasts Android Google Podcasts Spotify RSS Feed