Insights and strategies to manage difficult patient situations

This session will provide an overview of current knowledge and best practice in managing difficult patient situations.

Topics include:  

• General advice for managing difficult patient situations.  
• Types of difficult patient situations.  
• How to manage patient complaints and responses, and when necessary, ending the doctor-patient relationship. 

Avant is Australia’s leading medical defence organisation with a proud heritage of protecting the Australian medical profession that spans over 125 years. Our vision is to be the most trusted professional partner in supporting doctors throughout their lives and careers.

Speaker

Cheryl Wood, Risk Advisor - Avant Mutual

Cheryl has gained extensive experience in managing specialist medical practices in regional and metropolitan areas of Victoria, in addition to New York City. She is a past State AAPM committee member and Certified Practice Manager.

Cheryl was previously the Executive Officer of the Inner East Primary Care Partnership, which was a pre-cursor model in Victoria to Medicare Locals, prior to the current Primary Health Networks (PHN’s).

She has a Master of Business Administration and is a Graduate of the Australian Institute of Company Directors. Cheryl has a passion for lifelong learning, and a specific focus on the value of mutually beneficial partnerships.

Learning outcomes:

By the end of this activity, participants will be able to:

• Identify different types of difficult patients and their management. 
• Review patient complaint process. 
• Outline the rationale and planning for ending a doctor-patient relationship.