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Session Details

Calming the Storm: Using Key De-escalation Skills and Techniques with an angry provider, co-worker, patient, or family member.

Track: Podium: Education

Session Number: S209
Date: Sun, May 31st, 2020
Time: 2:30 PM - 4:00 PM

Description:

Incidences of provider disruptive behavior have decreased over the last 2 decades because of activism among the nurse profession, changes in physician training and culture, and the focus on quality and safety (and how interpersonal relationships can impact patient safety). Now, intimidating, explosive, violent behavior from providers, patients, family members, and at time co-workers, still occurs, often during crucial points in the patient’s care delivery. The environment of care is compromised when threatening body language, raised voices, or inappropriate verbal remarks are made, especially when this occurs in the presence of the patient. These situations leave the clinical nurse in a difficult situation, wanting to maintain his or her own professional dignity, advocate for the patient’s needs, maintain the patient’s confidence in the healthcare team, while still finding ways to communicate effectively and ensure the situation is managed and that debriefing and, if needed, follow up corrective action is done.

Through several examples, this presentation will review scenarios from various clinical settings (inpatient, OR, clinic) that will resonate with the audience. The presenters will offer tactics that can be used at the moment and those actions that were discussed during debriefing. The administrative follow-up and supporting policies will also be discussed, along with a review of the history of this challenge and current literature that addresses this topic.

Nursing safety is a key issue in many workplaces, as violence or intimidating behavior from co-workers, patients, and providers leaves the nurse feeling helpless and alone. Equipping clinical nurses with the tools to de-escalate these situations will lead to improved working relationships, better patient care, and reduced stress for the clinical nurse.
Sub-Categorization: Professional Development
Session Type: Podium

Learner Outcome: The learner will implement approaches, tactics and/or strategies that can be used to de-escalate behavior by providers, patients, or co-workers.
Category: B
Sub-Categorization: Professional Development
Session Type: Podium

Learner Outcome: The learner will implement approaches, tactics and/or strategies that can be used to de-escalate behavior by providers, patients, or co-workers.
Category: B

Speakers

Lead Presenter
Leigh Erin Hubbard, MS, RN , Program Manager, Total Joint Center
Lifespan, The MIriam Hospital
Presenter 2
Sheila Capasso, RN, MSN, ACCNS-AG, CAPA
The Miriam Hospital
Presenter 3
Heather Schmutzler, BSN, RN, ONC
The Miriam Hospital

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