Description
| While it is nearly impossible for any practice to avoid the occasional unhappy patient, how physicians and their staff handle a patient’s concern can impact both your liability risk and your bottom line. In this one-hour webinar, CAP's risk management team shares their experience and knowledge to help you learn about the factors that influence a patient’s decision to make a complaint, become familiar with strategies to effectively address complaints, and understand how and when to part ways. |
Contributors
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Cynthia Mayhan, RN, BSN, PHN
Cynthia Mayhan is a Senior Risk Management & Patient Safety Specialist with the Cooperative of American Physicians, Inc. (CAP). Prior to joining CAP in 2019, Ms. Mayhan was a Clinical Risk Manager for the Memorial Health Care System. She began her career as an emergency department nurse and eventually transitioned to a management role where she oversaw the critical care areas and emergency department for a major healthcare organization in Southern California and later oversaw the Hemapheresis Department at a renowned university medical center. Ms. Mayhan specializes in helping physicians address a variety of risk management-related concerns in areas such as electronic health records and documentation, informed consent, clinical operations, and transitions of care, to minimize their liability and run safe and successful practices.
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Dona Constantine, RN, BS
Dona Constantine is a Senior Risk Management and Patient Safety Specialist at the Cooperative of American Physicians, Inc. (CAP). Prior to joining CAP, she served in various positions throughout her career including certified emergency nurse, case management advisor, and quality manager. She was also the director of Health Projects for the Foundation for Independence in Nicotine Dependence and the executive director of the National Alliance of Mental Illness Orange County. Ms. Constantine is a graduate of Paradise Valley School of Nursing and she obtained a Legal Assistantship Certificate from University of California, Irvine. She earned her Bachelor of Health Science from Chapman University.
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Deborah Kichler, RN, MSHCA
Deborah Kichler is a Senior Risk Manager with the Cooperative of American Physicians, Inc. Prior to joining CAP, Ms. Kichler was a risk manager within the Quality/ Risk Management Department at St. Jude Medical Center in Fullerton. While there, she managed the physician and allied health professional peer review and the Ongoing Professional Practice Evaluation (OPPE) processes. Her previous experience includes over eleven years in risk management, and eight years as a nurse in the cardiac telemetry unit for various hospitals. Ms. Kichler received her bachelor’s degree in Nursing from Mount St. Mary’s College and subsequently a Master of Science in Healthcare Administration from Cal State University, Long Beach.