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0936_CPMC_Managing Patient and Family’s Challenging Behaviors_Live
Description:
“You Can’t Talk to Us That Way”: Managing Patient and Family’s Challenging Behaviors This talk examines how clinicians and ethics consultants can respond to challenging patient and family behaviors ranging from incivility to boundary violations while maintaining therapeutic relationships and professional integrity. It will integrate ethical frameworks, communication strategies, and systems-level approaches to support both patient dignity and clinician well-being. Emphasis will be placed on practical tools for de-escalation, boundary-setting, and ethical analysis in real-world cases.
Assembly Bills 1195 & 241- Culturally Appropriate Care which is Free of Implicit Biases:
Learners are strongly encouraged to engage in self-directed learning related to the impact of implicit biases in this clinical area via the references provided below:
Social Determinants of Health (SDOH)/Cultural or Linguistic Considerations:
- Social Determinants of Health (SDOH)/Cultural or Linguistic Considerations:
- Ogu, J. M. (2024). Human dignity as a remedy for disrespect and shame in healthcare service. ethic@ (International Journal for Moral Philosophy).
- Implicit Bias Considerations (as it relates to the content):
- Bussey, S. R. (2023). Identifying biases in social work supervisees. Clinical Social Work Journal, 51, 415–426.
- Todt, K. (2023). Strategies to combat implicit bias in nursing.
American Nurse Journal. - Wei, H. et al. (2023). The State of the Science of Nurses’ Implicit Bias.
Advances in Nursing Science, 46(2), 121–136. - (Author unspecified). (2022). Is there a role for ethics in addressing healthcare incivility? Journal of Medical Ethics / PMC article.
Target Audience
Nurse Practitioner (NP)
Nurse, Registered (RN)
Physicians (MD or DO)
Social Workers
Other Healthcare Professionals
Learning Objectives
By the end of this session, participants will be able to:
1. Identify at least three contributing factors (patient, clinician, and system-level) that underlie challenging patient/family behaviors in clinical settings.
2. Apply at least two evidence-based communication or de-escalation strategies (e.g., agenda-setting, validation, motivational interviewing) to simulated or real cases. 3. Analyze ethically complex cases involving incivility or boundary violations using a structured ethical framework (e.g., balancing respect for persons with clinician safety and professional obligations).
Disclosure of Financial or In-Kind Commercial Support & Conflict of Interest
No one involved in the planning or presentation of this educational activity have any relevant financial relationship(s) to disclose with ineligible companies whose primary business is producing, marketing, selling, re-selling, or distributing healthcare products used by or on patients. No financial or in-kind commercial support was received to produce or promote this educational activity.
– Provider Designee/Verification: Fozia Ferozali, Ed.D.
William Andereck, MD
William Andereck, MD
Nancy Boughey
Ruchika Mishra, PhD
Shilpa Shashidhara, PhD
Daniel Zimmerman, RN, BSN, CWOCN
John Frye, PhD in Bioethics, UCLA Clinical Ethics Fellowship Graduate
Sarah Sawicki, Ph.D.
In support of improving patient care, Sutter Health 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 healthcare team.
Credit Designation Statement
Sutter Health designates this LIVE activity for a maximum of 1.00 AMA PRA Category 1 Credits™ for physicians, 1.00 continuing professional development contact hours for nurses, and 1.00 general continuing education credits for social workers. Learners should claim only the credit commensurate with the extent of their participation in the activity.
Note to Other Disciplines: Non-Physician Participation Credit (AKA - AMA PRA Category 1 Credits HOURS™) Continuing Medical Education is acceptable for meeting the continuing education requirements for Pharmacists, Physician Assistants, Psychologists, Registered Nurses, and Respiratory Care Practitioners. For other disciplines, please check with the regulatory board for your discipline to confirm what type of credits meet the continuing education requirements. Continuing
Available Credit
- 1.00 AMA PRA Category 1 Credit™
Physician Credit
Sutter Health designates this Live activity for a maximum of 1.00 AMA PRA Category 1 Credit™ for physicians. Physicians should claim only the credit commensurate with the extent of their participation in the activity.
- 1.00 Non-Physician Participation Credit
Sutter Health designates this Live activity for a maximum of 1.00 Non-Physician Participation Credit. Non-Physicians should claim only the credit commensurate with the extent of their participation in the activity.
AMA PRA Category 1 Credits HOURS™ Continuing Medical Education is acceptable for meeting the continuing education requirements for Pharmacists, Physician Assistants, Psychologists, Registered Nurses, and Respiratory Care Practitioners. For other disciplines, please check with the regulatory board for your discipline to confirm what type of credits meet the continuing education requirements. Continuing education hours for nurses accredited by ANCC, via Joint Accreditation.
- 1.00 ANCC
Nursing Credit - American Nurses Credentialing Center (ANCC)
Sutter Health designates this Live activity for a maximum of 1.00 ANCC contact hour(s). Nurses should claim only the credit commensurate with the extent of their participation in the activity.
- 1.00 ASWB-ACE
Social Work Credit
As a Jointly Accredited Organization, Sutter Health 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. Regulatory boards are the final authority on courses accepted for continuing education credit. Social workers completing this course receive 1.00 continuing education credits.
- 1.00 CA BRN
Nursing Credit - California Board of Registered Nursing (CA BRN)
This activity is approved for 1.00 contact hour(s) by Sutter Health, which is an approved provider by the California Board of Registered Nursing. (Provider Number 17182). Nurses should claim only the credit commensurate with the extent of their participation in the activity. - 1.00 IPCE
This activity was planned by and for the healthcare team, and learners will receive 1.00 Interprofessional Continuing Education (IPCE) credit for learning and change.