Quality Improvement - Implementation and Outcomes of a Telephonic Verbal Violence De-Escalation Process in Ambulatory Care

Continuing Education Instructions and Disclosure Information:

Contact hours available until 3/31/2027.

Requirements for Successful Completion:
Complete the learning activity in its entirety and complete the online nursing continuing professional development evaluation. You will be able to print your NCPD certificate at any time after you complete the evaluation.

Disclosure of relevant financial relationships with ineligible companies (planners, faculty/speakers, reviewers, authors):

Faculty, Planners, and Authors Conflict of Interest Disclosure:
The editor and education director reported no actual or potential conflict of interest in relation to this nursing continuing professional development article.

Cara Spencer, PhD, APRN, FNP-BC, is a Research Nurse Scientist, UCHealth, Aurora, CO.

June Fouse, MSN/Ed, RN, NPD-BC, is a Clinical Nurse Educator, Ambulatory, UCHealth, Aurora, CO.

Stephanie Storch-Goodyear, MS, RN, NPD-BC, is Supervisor Nursing Professional Development, UCHealth, Aurora, CO.

Jennifer Rodgers, DNP, ACNP-BC, FAANP, is Chief Nursing Officer, University of Colorado Hospital, Aurora, CO.

Commercial Support and Sponsorship:
No commercial support declared.

Accreditation Statement:

This educational activity is jointly provided by Anthony J. Jannetti, Inc. (AJJ) and the American Academy of Ambulatory Care Nursing (AAACN).

Anthony J. Jannetti, Inc. is accredited as a provider of nursing continuing professional development by the American Nurses Credentialing Center’s Commission on Accreditation.

AAACN is an approved provider of continuing nursing education by the California Board of Registered Nursing, Provider Number CEP 5366.

This content was reviewed and formatted for nursing continuing professional development credit by Trisha Mims, PhD(c), MBA, RN, HCM, AAACN Education Director.

Learning Outcome:
After completing this learning activity, the learner will be able to discuss processes nurses can employ to manage verbally violent calls through de-escalation scripting, enhanced event documentation, and post-event self-care.