Learn on Demand
Professional Development: Dealing with Difficult Patients
Presenter: Stephen A. Dickens, JD, FACMPE
View Activity Information

Knowledge Gap: 
The purpose of this activity is to educate healthcare providers with the most up-to-date information on 
Professional Development: Dealing with Difficult Patients

Target Audience
The target audience includes all healthcare professionals such as physicians, nurses, pharmacists and allied health professionals who would like to learn about 
Professional Development: Dealing with Difficult Patients and how it pertains to their respective profession.

Release and Expiration Dates
1/30/2018 -1/30/2021

Objectives

1. Identify the four classic types of difficult patients. 
2. Define the behaviors of difficult patients.  
3
. Apply responses and management techniques for dealing with difficult patients as well as other common difficult behaviors and situations

References:

•MGMA Stat, 1,029 responses, 11.14.2018
https://oig.hhs.gov/oei/reports/oei-02-17-00250.pdf 
https://www.mgma.com/practice-resources/mgma-connection-plus/mgma-connection/2016/may-2016/dealing-with-disruptive-physicians

Biographical Info

Stephen A. Dickens, JD, FACMPE 
Assistant Vice President, Medical Practice Services
State Volunteer Mutual Insurance Company

Stephen Dickens is an attorney and Vice President of Medical Practice Services at State Volunteer Mutual Insurance Company.  In this role, he advises physicians and their staff on organizational issues including governance, operations, strategic planning, leadership, patient experience and human resources.  He is a published author and frequent speaker at state and national conferences on these topics. Mr. Dickens has spent the last 25 years working with physicians in various roles including 15 years in medical practice, hospital and home care executive positions before joining SVMIC in 2008.  He is a Past Chair of the Medical Group Management Association having served as the first solo chair of MGMA-ACMPE, which had more than 33,000 members during his term.

He is a Past President of the MGMA Financial Management Society, Tennessee MGMA and Tennessee Association for Home Care.  He is a Board Certified Medical Practice Executive and a Fellow in the American College of Medical Practice Executives. In addition, he has previously earned Fellowship in the American College of Healthcare Executives and certification as a Home and Hospice Care Executive by the National Association for Home Care.

He is the 2015 recipient of the Martha Johnson Distinguished Service Award from the Tennessee Medical Group Management Association honoring his contributions to the organization and the medical practice profession. He has also been named Tennessee’s Home Care Administrator of the Year and received the President’s Award for service to the industry from the Tennessee Association for Home Care.

Speaker Disclosures:
The planners, speakers, moderators, peer reviewers and /or panelists of this CE activity have no relevant financial relationships with commercial interests to disclose.

Planners: 
Kim Miller  
Susan Smith Dodson

Speaker:
Stephen A. Dickens, JD, FACMPE 

Peer Reviewers: 
Kim Miller, MCHES


Instructions to obtain credit:

1.       Launch the activity 
2.       View the entire activity online 
3.       Complete the post-test 
           (must pass the post-test with a score of 65% to receive credit)
           You may retake the post-test if you do not receive a passing score.
4.       Complete Evaluation 
Print certificate or transcript (Available in the “My Profile” tab).

Direct Provider Statement
In support of improving patient care, University of Arkansas for Medical Sciences is jointly accredited by the Accreditation Council for Continuing Medical Education (ACCME), the Accreditation Council for Pharmacy Education (ACPE), and the American Nurses Credentialing Center (ANCC) to provide continuing education for the healthcare team.

Designation Statement 
The University of Arkansas for Medical Science Office of Continuing Education designates this live activity for a maximum of 1.00 AMA PRA Category 1 CreditsTM. Physicians should claim only the credit commensurate with the extent of their participation in the activity.

The University of Arkansas for Medical sciences designates this enduring activity for a maximum of 1.00 ANCC contact hours. Nursing contact hours will be awarded for successful completion of program components based upon documented attendance and completion of evaluation materials.

Disclosure Policy statement

It is the policy of the University of Arkansas for Medical Sciences Office of Continuing Education to ensure balance, independence, objectivity and scientific rigor in all provided and jointly provided educational activities.  All individuals who are in a position to control the content of the educational activity (course/activity, directors, planning committee members, staff, teachers, or authors of CE) must disclose all relevant financial relationships they have with any commercial interest(s) as well as the nature of the relationship.  Financial relationships of immediate family members must also be disclosed, if the nature of the relationship(s) could influence the objectivity of the individual in a position to control the content.  The ACCME describes relevant financial relationships as those in any amount occurring within the past 12 months that create a conflict of interest.  Individuals who refuse to disclose are disqualified from participation in the development, management, presentation, or evaluation of the CE activity.

UAMS Office of Continuing Education

4301 W. Markham #525
Little Rock, AR 72205
Phone: 501-661-7962 Fax: 501-661-7968

Learn On Demand Contact Us:
For information regarding this educational activity or website, please contact

Center for Distance Health
4301 W. Markham #519
Little Rock, AR 72205
Toll Free: 1-
855-234-3348
Email: cdheducation@uams.edu


Type:  Internet Activity (Enduring Material)
65 Registered Users
Credits
1 Hours> Non-Accredited

1 Credits> Accreditation Council for Continuing Medical Education> AMA PRA Category 1 Credit

1 Contact Hours> American Nurses Credentialing Center> ANCC

1 CECH, 1 CECH> National Commission for Health Education Credentialing, Inc. > CHES