Keep Your Cool: Strategies for Tackling the Problem of Angry Patients/Families

Session Description

All healthcare providers and staff encounter angry patients or family members from time to time. This program offers strategies for remaining calm, communicating clearly, and de-escalating hostile behavior when these situations arise. Participants also will benefit from the tips and strategies offered for developing an office-wide response plan and managing negative online reviews.

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Meet the Presenter

Teresa K. Phillips, MSM, BSN, RN, CPHRM
Senior Patient Safety and Risk Consultant

Teresa is a patient safety and risk management professional who has experience in a range of care settings — including both inpatient and outpatient facilities, primary care, and specialty care — and with various patient populations.

Teresa’s experience as a risk manager at a community hospital and serving policyholders as a patient safety consultant has provided her with extensive expertise in conducting assessments and providing education and other services related to reducing liability risk and improving patient outcomes. These opportunities have enabled Teresa to develop a strong understanding of the challenges and opportunities facing healthcare providers and organizations.

Teresa is a registered nurse. She earned a bachelor of science degree in nursing from Albany State University and a master of science degree in management from Troy University. She is a member of the American Society for Healthcare Risk Management (ASHRM) and the Georgia Society for Healthcare Risk Management (GSHRM), and she has achieved her certification as a professional in healthcare risk management (CPHRM).