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Dealing with the Challenging PatientSM
A Dialysis Staff Training Program
Excerpt from the Manager’s Segment:
As a manager or supervisor, you have the responsibility of properly managing the challenging patient situation. It is not an easy job. It may be frustrating and confusing.
However, it is important that you, as a manager, keep things in perspective so you can maintain clarity and balance.
You must clearly understand the nature of our relationship with the patient. And, the legal exposure which can result from failing to act in a reasonable manner.
The manager’s or supervisor's role and responsibilities are not easy ones. Remember that your employees will follow your lead. Therefore it is important to monitor your own attitude and actions.
Excerpt from the Employee’s Segment:
The question that I hear most often from dialysis staff members is "What can we do about those difficult patients?" I think that people are looking for simple, quick and easy answers. Unfortunately there is no "quick fix method." There are many causes and considerations that play into and create that difficult situation. Our role and responsibility is to attempt to determine the real problems and what can be done about them.
Includes guidelines for the following topics:
- Reasons and contributing factors for challenging patients
- Steps for dealing with the challenging and abusive patient
- Developing a plan of action
- Documentation of action taken
The focus of this multi-media training program is to provide participants with tools for dealing with the challenging patient. It also provides insights as to why a patient may be disruptive, and what can be done to reduce or eliminate disruptive behavior.
Multi-Media "Training In a Box" Program
- VCR Videocassette (Manager Segment and Employee Segment)
- Audio Tape for Discussion Leader/Trainer
- Discussion Leader/Trainer’s Guide
- 60-minute Telephone Consultation with Mary
- Participant’s Guide
- Color Overheads
- Pre-Training and Post-Training Tests
- Discussion Questions
- Attendance Certificates
- Reminder Posters
- Training Tips and Bibliography
Who Should Participate?
The audience for this training program includes all dialysis personnel, including direct and non-direct caregivers, technical and administrative staff.
About the Program Author
This training program is produced by Mary Rau-Foster, RN BS ARM JD. Mary is an attorney, an author, a nationally known speaker with an extensive background in medical malpractice and formerly a nurse (in nephrology). She conducts seminars and workshops on medical-legal issues, personnel issues and motivational topics.
Mary has also been trained in mediation and conflict resolution. Mary has served as corporate counsel and director of risk management in the healthcare and nephrology field.
Only $295 - Order Today!
Take a more detailed look at other FSC training programs:
We Care – A Practical Guide to Patient Sensitivity SM
A Dialysis Staff Training Program
Documentation in the Dialysis Clinic SM
A Dialysis Staff Training Program
Order Today!
Save $100.00 if you order all three video training programs.
More Info...
All FSC training programs are produced by Mary Rau-Foster.
Facts About the Program
This training program was created specifically for the staff at dialysis clinics. It can be used for staff in-services, staff orientation and training, and as an annual mandatory in-service program.
Managers should view the Manager’s Segment first. Then view the Employee’s Segment as a team and use the discussion questions to evaluate how you can make specific improvements at your clinic.
Participants will learn which factors can result in disruptive behavior, and their responsibilities and duties are as it relates to dealing with it.
The expected value to your organization from the use of this program is the reduction of conflict by and between patients and staff. It may also improve the perception by patients and staff that your organization is deeply committed to resolving conflict and improving the workplace environment.
Special - Save $100.00.
More Info...
Regular Price is $ 295 for the Complete, Video-based "Training In A Box" Program.
Unconditional 30-Day Money Back Guarantee
Discounts are available if you purchase multiple copies. Call us at 1-800-371-3114 for more details.
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