Risk Management and Patient Safety Training 2016

Violence in hospitals is on the rise, and with this increase comes a need to educate physicians and staff in how to respond. Implementing education, such as this lesson, will help keep physicians, staff and patients safe. The goal of this activity is: to heighten physician awareness of workplace violence; train physicians in de-escalation techniques that can be used when patients are in the anxiety or defensive levels; and to encourage physicians to reach out for help if patients are in the acting out level.


Target Audience

This activity is intended for physicians specializing in internal medicine, family medicine, obstetrics/gynecology, pediatrics, and all medical/surgical specialties and sub-specialties.

Learning Objectives

Upon completion of this activity, participants will be able to:

  • Identify the three stages of escalating behavior levels: anxiety, defensive and acting out;
  • Recognize how their verbal and non-verbal communication may cause patients to escalate based on how it is received;
  • Apply de-escalation techniques in a clinical setting when patients are in one of the first two stages (anxiety or defensive), and call for help if patients are in the acting out level.


Additional information
ACGME/ABMS Core Competencies: 
Practice-based Learning and Improvement
Interpersonal and Communication Skills
For more information, please contact:
CME Coordinator Contact Name: 
Jacqueline Rodriquez
CME Coordinator Contact Email: 
CME Coordinator Contact Phone: 
Available credit: 
  • 1.00 AMA PRA Category 1 Credit™
  • 1.00 Participation
Activity opens: 
Activity expires: 
Eric Matten, MD
NorthShore University HealthSystem
Department of Anesthesiology
Clinical Assistant Professor
Joan Coatar
NorthShore University HealthSystem
Assistant Vice President, Medical Group


This activity has been planned and implemented in accordance with the accreditation requirements and policies of the Accreditation Council for Continuing Medical Education (ACCME) through the joint providership of The University of Chicago Pritzker School of Medicine and NorthShore University HealthSystem. The University of Chicago Pritzker School of Medicine is accredited by the ACCME to provide continuing medical education for physicians.
Credit Designation Statement
The University of Chicago Pritzker School of Medicine designates this enduring material for a maximum 1 AMA PRA Category 1 Credits™. Physicians should claim only the credit commensurate with the extent of their participation in the activity.
Nurses and other healthcare professionals will receive a Certificate of Participation. For information on the applicability and acceptance of certificates of participation for educational activities certified for AMA PRA Category 1 Credit™ from organizations accredited by the ACCME, please consult your professional licensing board.
This is an online course accessed by NorthShore clinicians through NorthShore’s Learning Management System, DevelopU. Supplemental information and resources are available for online viewing or printing from within the course.


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