De-Escalation 101

Often, we consider the healthcare experience to be solely focused on medical care and outcomes – but the reality is, patient care experiences start at the arrival of the patient on campus, and the patient’s experience and positive outcomes include our handling of them and their guests appropriately in all circumstances. This not only includes the easy encounters where everything is going right, but it also includes the inevitable encounters where everything is not going just right. Being equipped to respond to complicated, stressful or difficult conversations helps us achieve resolution and improve positive outcomes.

Suggested Audience: All healthcare professionals

Upon completion of this training, you should be able to:

• Define de-escalation.
• Identify when de-escalation tools should be utilized.
• Identify best practices to implement during de-escalation encounters.