Best Practice: Documenting Disruptive Patient Behavior

The Doctors Company and Central Coast Medical Association Presents:

Best Practice: Documenting Disruptive Patient Behavior | CME Webinar

Thursday, May 26, 2022

6:00 PM - 7:30 PM

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It’s your license, understand what can put you at risk!

This program will provide physicians with information about the most frequent grievances and complaints patients submit to health plans and the Medical Board. Patients retaliate when they do not get what they want, and your practice must be prepared with appropriate documentation in the patient’s medical record. The COVID Pandemic has pushed patients to increased levels of complaints. Please join us to learn more about how you can control the outcome with disruptive patients!

PURPOSE

Physicians and office staff interact with patients of different cultural, spiritual, political, and moral views. It is important to recognize the impact of an individual's culture on their health care experience. There are occasions when a patient encounter can push your tolerance and sensitivity to the limit. In addition, challenging economic and pandemic times have caused patients to become more demanding in their expectations.

This session will focus on how to appropriately document a patient’s disruptive behavior in the medical record. Having proper documentation in the patient’s medical record is the most critical defense for your practice whether it is a health plan grievance, a Medical Board complaint, or to support the potential dismissal of a patient from your practice. Attend this session to understand what you and your staff must document to protect your practice from the disruptive patient.

OBJECTIVES

At the conclusion of this program, I will be able to:

• Recognize three characteristics of challenging and disruptive patients
• Better understand importance of documenting disruptive patient behavior on the phone and in the office
• Develop documentation strategies that will reduce my risk for complaints and grievances to the health plan and Medical Board
• Discuss with office staff communicating effectively across patient cultures and identities including racial, ethnic, religious, and gender

PRESENTERS

• Julie Song, MPH, CPHRM: Patient Safety Risk Manager II, The Doctors Company
• Richard F. Cahill, Esq. Vice President, Associate General Counsel , The Doctors Company

QUESTIONS

For questions, email events@ccmahealth.org

EARN 1.5 CME CREDIT

Sign on to www.doctors.cnf.io at end of webinar to record attendance and complete evaluation for CME credit.

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ACCREDITATION, DISCLOSURE, AND DISCLAIMER STATEMENT