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scripting

Using Scripting to Alter the Impact on Clinic Staff of Aggressive Patient Behavior Over the Phone
Identification
P068
Purpose: To measure the impact on clinical staff experience and handling of uncivil or verbally aggressive behavior by patients or caregivers over the phone when using scripted phrases to deescalate the call…
Speakers
Barbara Albertson, MN, RN, AMB-BC
Julie Barnett, BSN, RN
Richard Hart, BA, BSN, RN, AMB-BC
Brandi Jenkins, BSN, RN
Specialties
Clinical Topics | Research, Quality, & Safety
General
telephone | incivility | scripting

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