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The Changing Climate of Healthcare: Fielding Customer and Colleague Abrasion with Greater Ease
Activity description
Fielding rude, aggressive, or offensive behavior within the health care field in communications with patients, colleagues or other health care providers – described as abrasion – can be a common issue. Mitigating abrasive conflicts, which can be caused by a variety of factors, such as stress, frustration, or dissatisfaction, can be challenging and requires tact, empathy and patience. This activity will discuss how to diffuse abrasive and challenging interactions and will examine internal responses to conflict, as well as personal biases and other factors that contribute to conflicts occurring within the provider-patient and provider-provider peer relationships. It will also describe self-care strategies that can be implemented following difficult interactions.
PLEASE NOTE: These materials are intended ONLY for those who attended the live webcast held on April 19, 2023.
Provided by
This activity is provided by Optum Health Education and Optum Health Behavioral Health.
Commercial support
No commercial support was received for this activity.
Required hardware/software
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Target Audience
This activity is designed to meet the educational needs of physicians, PAs, nurses, nurse practitioners, psychologists, social workers, counselors, therapists, and other HCPs who have an interest in learning about the changing climate of healthcare.
Learning Objectives
At the end of this activity, participants should be able to:
- Identify their awareness of their personal biases and internal responses when feeling challenged.
- Recognize the factors impinging upon others’ experiences of peer-to-peer reviews.
- Articulate a range of responses to help diffuse conflict.
- Describe self-care strategies that can be implemented following difficult interactions.
Additional Information
| Attachment | Size |
|---|---|
 Please click here to download a copy of the slide presentation. | 1.84 MB |
Presenters
Terry Crump, PhD
Licensed Clinical Psychologist, Peer Reviewer
Optum Behavioral Health Solutions
Tina M. Trudel, PhD
Licensed Clinical Psychologist, Peer Reviewer
Optum Behavioral Health Solutions
Activity planners
Elizabeth Albert, MD
Clinical Activity Manager
Optum Health Education
LaRhonda Jones, MD
ECS-Senior Behavioral Medical Director – Central Region
Optum
Disclosures of relevant financial relationships
In accordance with the Accreditation Council for Continuing Medical Education's (ACCME) Standards for Integrity and Independence in Accredited Continuing Education, Optum Health Education (OHE) requires all those in control of educational content to disclose their financial relationships with ineligible companies within the prior 24 months. Ineligible companies are defined by the ACCME as companies whose primary business is producing, marketing, selling, re-selling, or distributing health care products used by or on patients. Individuals must disclose all financial relationships, regardless of the amount, with ineligible companies and regardless of their view of the relevance of the relationship to the education. OHE ensures that the content is independent of commercial bias.
The activity faculty and planners have no financial relationships to disclose.
Accreditation statement
In support of improving patient care, this activity has been planned and implemented by Optum Health Education and Optum Health Behavioral Health. Optum Health Education is jointly accredited by the Accreditation Council for Continuing Medical Education (ACCME), the Accreditation Council for Pharmacy Education (ACPE) and the American Nurses Credentialing Center (ANCC), to provide continuing education for the health care team.
Credit designation statements
Nurses
The participant will be awarded up to 1.00 contact hour(s) of credit for attendance and completion of supplemental materials.
Nurse practitioners
The American Academy of Nurse Practitioners Certification Program (AANPCP) accepts credit from organizations accredited by the ACCME and ANCC.
Physicians
Optum Health Education designates this live activity for a maximum of 1.00 AMA PRA Category 1 Credit(s)™. Physicians should claim only the credit commensurate with the extent of their participation in the activity.
PAs
The American Academy of Physician Assistants (AAPA) accepts credit from organizations accredited by the ACCME.
Psychologists
Optum Health Education is approved by the American Psychological Association (APA) to offer continuing education for psychologists. Optum Health Education maintains responsibility for this program. 1.00 CE hour.
Social workers
As a Jointly Accredited Organization, Optum Health Education is approved to offer social work continuing education by the Association of Social Work Boards (ASWB) Approved Continuing Education (ACE) program. Organizations, not individual courses, are approved under this program. State and provincial regulatory boards have the final authority to determine whether an individual course may be accepted for continuing education credit. Optum Health Education maintains responsibility for this course. Social workers completing this course receive 1.00 live continuing education credit.
Counselors and/or marriage and family therapists
CA: The Board of Behavioral Sciences has deferred CE course approvals to APA and ASWB for its licensees. See those approvals under Social Workers.
Other States: If your state is not specifically listed, nearly all state Counselor and MFT boards accept ASWB approval, or are reciprocal with other state licensing board approvals. Check with your board to be sure.
Attendance
A certificate of attendance will be provided to learners upon completion of activity requirements, enabling participants to register with licensing boards or associations that have not been preapproved for credits. To apply for credit types not listed above, participants should use the procedure established by the specific organization from which they wish to obtain credit.
Available Credit
- 1.00 AMA - Physicians
- 1.00 ANCC - Nurses
- 1.00 APA - Psychologists
- 1.00 Attendance - General Attendance
These materials are intended ONLY for those who attended the live webcast held on April 19, 2023.
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