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The Ins and Outs of Managing Patient Complaints - April 15, 2021

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Receiving a complaint from a patient can be very stressful. 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.

The risk management and patient safety experts at the Cooperative of American Physicians, Inc. (CAP) frequently assist physician members with the patient complaint resolution process. In this one-hour CME webinar, CAP’s risk management team will share 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.

At the completion of this activity, the attendee will be able to:

  • Define the role of the patient-physician relationship.
  • Identify the importance of communication for safe patient outcomes.
  • Recognize communication strategies in dealing with patient concerns and/or complaints.
  • Understand the importance of properly discharging a patient from a practice in order to avoid allegations of patient abandonment.
  • Know what elements are required in a patient discharge letter.
All registrants will receive the recording and slides once they are available.

This activity has been planned and implemented in accordance with the accreditation requirements and policies of the Accreditation Council of Continuing Medical Education/California Medical Association (ACCME/CMA) through The Cooperative of American Physicians, Inc.

CAP designates this webinar for a maximum of 1.0 AMA PRA Category 1 Credit(s)™. Physicians should claim only the credit commensurate with the extent of their participation in the activity.


  • 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.

  • 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.

  • 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.

April 15, 2021
Thu 12:00 PM PDT

Duration 1H 0M

This live web event has ended.

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