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  • 1.  resources for managing telepractice patient /client abuse

    Posted 01-12-2023 08:49

    Are there any resources to support nurses in managing telephone patient/client verbal abuse?

     

    We have noticed an increase in verbal abuse on the phone.  I have found some to coach  customer service/ clerical team members but am wondering if there are any nursing specific resources for supporting our teams.   

     

    Thank you in advance,

     

     

    Barbara-Anne

     

    Barbara-Anne Maier, RN,BScN,CON (C)

     

    Director, Clinical Operations CareChart

    Director, Clinical Operations Carepath

     

    2101 Hadwen Road, Mississauga, ON, L5K 2L3

    Mobile: 437-324-7482

    bmaier@bayshore.ca / www.carepath.ca

         

     

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  • 2.  RE: resources for managing telepractice patient /client abuse

    Posted 01-14-2023 14:11
    I usually follow the nurse teaching guidelines and document the patient has an unwillingness to learn, pt non-compliant, not ready to learn, needs more teaching, patient declined, patient refused, patient was verbally abusive, patient was educated on the risk, disruptive behavior….ECT. Sometimes the patient is upset because you don’t tell them what they want to hear/ and they may put words in your mouth that you didn’t say, they are not willing to listen. Patience is needed because many patients are also using mind altering substances when they are calling sometimes. Later, they will usually apologize. Good luck. Myra RN BSN

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  • 3.  RE: resources for managing telepractice patient /client abuse

    Posted 01-15-2023 13:00
    There is a new workplace violence group that has been created within AAACN that will be working on providing resources for this. I would suggest reaching out to them and letting them know what it is you need. Their info came out in a recent newsletter. In the meantime I would suggest a script for your team to create boundaries when speaking with patients because regardless of the situation this should not be tolerated.

    Amy

    Sent from my iPhone


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  • 4.  RE: resources for managing telepractice patient /client abuse

    Posted 01-15-2023 05:49
    Hi Barbara-Anne,

    Thank you for your question about workplace violence resources to work with patients and others. In December 2022, the AAACN Workplace Safety Task Force (WSTF) kicked off the first meeting aimed at this purpose. The WSTF is meeting twice monthly and plans to release what we are currently calling a "Resource Bundle" and a toolkit. In the meantime, I'd be happy to speak with you to learn more about what you are experiencing.

    Sincerely, 
    Dawn Fletcher, DNP, RN, NEA-BC
    Chair, AAACN Workplace Safety Task Force
    Personal Cell: 404-729-0617
    dfletcher@forhealthcare.co

    ------------------------------
    Dawn Fletcher DNP NEA-BC RN
    Director, Patient Care Service Line
    Emory Healthcare
    Kingsland GA
    (404)729-0617
    ------------------------------

    Original Message


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