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2023 Together - P426 - Addressing Telephone Verbal Violence as Part of Workplace Violence - On Demand
The purpose of this project was to address verbal violence (VV) over the telephone, a form of workplace violence that ambulatory staff encounters. A lack of healthcare-specific tools for managing VV calls necessitated development of deescalation scripting, decision support for terminating egregiously violent calls, and enhanced event documentation, as well as their integration into organizational processes. This comprehensive initiative was championed by an executive sponsor, the associate chief nursing officer, which helped garner approval from risk, legal, patient experience, behavioral health and staff nurse consultants. These vetted resources for managing telephone VV are applicable across many service lines.
Target Audience
- Healthcare Quality Professionals
- Nurses
- Pharmacists
- Pharmacy Technicians
- Physicians
- Other Healthcare Professionals
Learning Objectives
Recognize that verbal abuse via the phone is a real issue.
Identify appropriate stakeholders to advocate for and empower staff to professionally manage verbally violent phone events.
Translate scripting phrases and algorithm tools for use at their organization to help address verbal violence.
Faculty
Jennifer Rodgers, DNP, APRN, ACNP-BC, FAANP, Associate Chief Nursing Officer and Vice President, Advanced Practice, UCHealth University of Colorado Hospital, Aurora, Colo.
Stephanie Storch, MS, RN, NPD-BC, Supervisor, Professional Development, Ambulatory Clinical Education, UCHealth University of Colorado Hospital, Aurora, Colo.
Disclosure
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Credit Types
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Interprofessional Continuing Education (IPCE)
This activity was planned by, and for, the healthcare team, and learners will receive 0.50 Interprofessional Continuing Education (IPCE) credits for learning and change.
Nurses (CNE)
Vizient, Inc. designates this enduring material for a maximum of 0.50 ANCC contacts hours.
Pharmacists (CPE)
Vizient, Inc. designates this enduring material for a maximum of 0.50 contact hours for Pharmacists.
Universal Activity Number: JA0006103-0000-23-289-H04-P
Pharmacy Technicians (CPE)
Vizient, Inc. designates this enduring material for a maximum of 0.50 contact hours for pharmacy technicians.
Universal Activity Number: JA0006103-0000-23-289-H04-T
Physicians (CME)
Vizient, Inc. designates this enduring material for a maximum of 0.50 AMA PRA Category 1 Credit(s)™. Physicians should claim only the credit commensurate with the extent of their participation in the activity.
Healthcare Quality Professionals (CPHQ)
This activity is approved by NAHQ® for 0.50 CPHQ CE credits.
Other Healthcare Professionals (General CE Credit)
Vizient, Inc. will award a maximum of 0.50 contact hours to all other healthcare professionals who successfully complete the activity. These individuals will receive a Certificate of Participation indicating the maximum credits available.
Many state licensing boards and credentialing bodies accept certificates of participation from accredited CE activities to meet CE requirements for license renewals and re-certification. It is the responsibility of the participant to contact their state licensing board and/or certifying body for verification on credit eligibility reciprocity.
Available Credit
- 0.50 ACPE Pharmacist
- 0.50 ACPE Pharmacy Technician
- 0.50 AMA PRA Category 1 Credit™
- 0.50 ANCC
- 0.50 CPHQ – Certified Professional Healthcare Quality
- 0.50 General CE - Attendance
- 0.50 Interprofessional Continuing Education (IPCE)