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Friday, December 8 • 4:00pm - 4:20pm
Turning Grievances into Gold: The Skilled Handling of Dissatisfied Patients

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Have you ever been working with a patient who was not pleased with your decisions? How about a patient’s family? How about a law enforcement officer and/or an outside emergency department? If you work in emergency psychiatry or emergency medicine, chances are you have experienced this frequently!The goal of this quick talk is to turn this from a dreaded interaction to one where a skilled team member can increase satisfaction, decrease fear, and increase the engagement and trust in the moment.We will examine different types of scenarios where this dissatisfaction may emerge as well as many different approaches to resolving said conflict. There will be components that address what line staff may do in the moment, as well as what managers/administrators may find to be core competencies in their subsequent reviews.Lastly, we will look at how this can be addressed systemically (even before said grievance emerges) to increase the quality of care in your organization….and diminish bias and discrimination that can confound the dissatisfaction.

Learning Objectives:
  1. Engage the audience to understand how grievances can be handled both at point of contact (by line staff) as well as by administration and organizational policy.
  2. Demonstrate to the audience how this degree of service recovery not only benefits the staff member but also increases trust and adherence with the patient you are trying to treat.
  3. Manifest how the handling of grievances may be a core competency within a PES setting where individuals are prone to a myriad of dissatisfactory elements (that may have no direct ties to the treatment team)!

avatar for Tony Thrasher, DO, MBA, CPE

Tony Thrasher, DO, MBA, CPE

Immediate Past President, AAEP
Dr. Tony Thrasher is a board-certified psychiatrist employed as the medical director for the Crisis Services branch of the Milwaukee County Behavioral Health Division. He received his psychiatric training from Washington University in St. Louis at Barnes Jewish Hospital, and he is... Read More →

Friday December 8, 2023 4:00pm - 4:20pm PST
Vendôme A