Participants will receive an introduction to the concept of service recovery, an essential part of providing an excellent patient experience, and learn about de-escalation strategies and behaviors that can be employed when situations become difficult. The didactic component will be followed by an interdisciplinary panel of Michigan Medicine employees sharing their experiences of managing patient and family complaints and escalated behaviors. The target audience is all faculty, staff, and learners at Michigan Medicine.
CONTINUING EDUCATION CREDITS AVAILABLE
- University of Michigan Health Nursing Professional Development & Education is an approved provider of continuing nursing education by the Ohio Nurses Association, an accredited approver by the American Nurses Credentialing Center’s Commission on Accreditation. (OBN-001-91) 1.5 nursing contact hours will be provided.
- Michigan Medicine Department of Social Work is an approved provider with the Michigan Social Work Continuing Education Collaborative, Provider #MICEC 0056. This program has been approved for a maximum of 1.5 continuing education clock hours.
- The University of Michigan Medical School is accredited by the Accreditation Council for Continuing Medical Education (ACCME) to provide continuing medical education for physicians. The University of Michigan Medical School designates this live activity for a maximum of 1.5 AMA PRA Category 1 Credit(s)™. Physicians should claim only the credit commensurate with the extent of their participation in the activity.