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On Demand Webinar

Dealing With Difficult Patients

Credit(s): 1 AMA PRA Category 1 Credits™ (Enduring)
Course Number: PME-DIFPT/GEN
Original Program Date: May 18, 2012
Duration: 50 minutes
Access: Available until October 08, 2015
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    A difficult patient can be any patient, from one who has multiple symptoms or is noncompliant to someone who is abusive to your staff or consistently throws your schedule off.


    Frequently patients become difficult when their expectation of the visit is different from the physician’s. Recognizing and acknowledging the patient’s expectations so you can better manage the visit will help avoid difficult patient encounters.  This is one of the techniques the webinar covers that physicians can use to thwart difficult behavior and reduce patient noncompliance in their practice.


    In addition to educating physicians on using effective techniques to handle difficult patients and noncompliance, this webinar will also:

    • Look at the encounter from perspectives of the both doctor and the patient,

    • Illustrate techniques for handling difficult patient encounters in a way that leaves the patient feeling cared for and valued,

    • Discuss the physician’s contribution to the difficult patient encounter and how to avoid escalating a bad situation,

    • Give examples for ways to deal with noncompliance, and

    • Discuss when to terminate the patient/physician relationship.


    Released: 10/8/2012

    Expires: 10/8/2015


    Target Audience

    This program is designed for physicians in all specialties, office managers, administrators, and front office staff who are interested in medico-legal compliance and practical ways to reduce the potential for professional liability.


    Course Objectives

    Upon completion of this program, participants should be able to

    Recognize factors that contribute to a difficult patient

    Develop techniques and policies for handling difficult patient encounters


    Teaching Methods

    • Lecture

    • Audio-visual presentation

    • Post-test and course evaluation


    Sponsored By 


    Liability Insurance Discount

    Physicians who are insured with Texas Medical Liability Trust (TMLT) may earn professional liability insurance discounts by participating in approved continuing education activities. TMLT policyholders who complete this course will earn a 3-percent discount (not to exceed$1,000), which will be applied to their next eligible policy period.

    1 AMA PRA Category 1 Credits™ (Enduring)   The Texas Medical Association is accredited by the Accreditation Council for Continuing Medical Education (ACCME) to provide continuing medical education for physicians.

    The Texas Medical Association designates this enduring activity for a maximum of 1 AMA PRA Category 1 Credits™. Physicians should claim only the credit commensurate with the extent of their participation in the activity.

    The Texas Medical Association requires physician to complete 70-percent of the test questions correctly to receive credit for this course.

    See TMA’s Web Site Privacy Statement

    1 ETHICS   This course has been designated for 1 credit(s) of education in medical ethics and/or professional responsibility.

    1 TMLT   Physicians who are insured with Texas Medical Liability Trust (TMLT) may earn professional liability insurance discounts by participating in approved continuing education activities. TMLT policyholders who earn 3 TMLT credits within 12 consecutive months will earn a 3-percent discount (not to exceed $1,000), which will be applied to their next eligible policy period.

    Amanda Hill

    Amanda Hill is an attorney, writer, and speaker in Austin, Texas. She advises, counsels, and works on complex issues for physicians and practices. Amanda speaks to health care companies, hospitals, and businesses about improving patient satisfaction, improved communication, physician leadership, risk management issues, and overall motivation and staff longevity.  A former General Counsel and Director of Patient and Provider Relations for a large multi-specialty medical clinic in Austin, Texas, she is very familiar with compliance, peer review, and in-house legal matters. She created an extensive training program for physicians called "The Physician's Academy" that dealt with physician marketing, efficiency, reducing burn-out, and dealing with difficult patients. She is passionate about working with doctors, making sure they are well informed about legal risks and can move forward toward successful patient practices. In her free time, Amanda enjoys writing, being a mother to two small children, gardening, and volunteering in her local church.

    DescriptionPagesFile Size
    PowerPoint Slides (In Note-Taking Format)12 Pages765 KB
    MD Consult Tools to Educate PatientsNANA
    Termination of the Patient-Physician RelationshipNANA
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