The University of Pennsylvania School of Medicine designates this educational activity for a maximum of 3 by z0Rajn9h


                                    FEBRUARY 29, 2008
                                         1 PM -5 PM

Program Overview
As part of a HUP Department of Medicine Risk Reduction Initiative, this Conflict Resolution Retreat is
targeted towards inpatient physician leaders and nurse managers. The focus will be on defining conflict in
the healthcare setting, gaining legal perspective/reinforcing the duty to document conflict resolution
efforts, and hands on skills training in aggression reduction. After completing the course, participants will
have adequate background to train their unit-based teams in conflict resolution.

Target Audience
Physician leaders and nurse managers on Department of Medicine inpatient units at HUP.

Educational Objectives
      Upon completion of this activity, participants should be able to:
      1. Define characteristics of conflict in the healthcare setting
      2. Discuss the legal perspective and clinician responsibilities to attempt to resolve conflict,
           document effectively, and report using the PORTS system
      3. Use new skills to reduce aggressive situations
      4. Train unit-based teams in conflict resolution in-services

Planning Committee
Emmanuel King, MD                                         Betty Ann Boczar, BSN, RN
Course Director                                           Nurse Manager
HUP Hospitalist, Director – Nonteaching Service           Hospital of the University of Pennsylvania
Assistant Professor of Medicine, General Internal
Medicine                                                  Ann Mokris, MEd, MBA
                                                          Performance Consultant
                                                          University of Pennsylvania Health System

Faculty Listing
Maureen Disbot, RN, MSN, CCRN                             Mary Ellen Nepps, Esq
Corporate Director, CEQI                                  Senior Counsel
                                                          Office of the General Council
Marguerite Kerry, BSN, JD
Director, Office of Patient Affairs                       Paul Rusch
University of Pennsylvania Health System                  Director - Marketing, Contracts & Business
Scott Manaker, MD, PhD                                    Department of Psychiatry
Associate Professor of Medicine
University of Pennsylvania Medical Center                 Nancy Rutherford
Pulmonary, Allergy & Critical Care Division               Clinical Nurse Specialist
                                                          Department of Psychiatry
Mona Matson, MBA
Patient and Guest Services

                                                                                               Page 1
University of Pennsylvania School of Medicine Office of Continuing Medical Education adheres to the
ACCME Standards for Commercial Support. Faculty disclosure information will be made available in the
conference materials and syllabi. Faculty members are also expected to disclose to participants any
discussion of off-label and/or investigational use of pharmaceutical products or devices during their

Accreditation Statement
The University of Pennsylvania School of Medicine is accredited by the Accreditation Council for
Continuing Medical Education (ACCME) to provide continuing medical education for physicians.

Designation of Credit
The University of Pennsylvania School of Medicine designates this educational activity for a maximum of
3.75 AMA PRA Category 1 Credits™. Physicians should only claim credit commensurate with the extent of
their participation in the activity.

Cancellation Policy
The University of Pennsylvania reserves the right to cancel or to postpone any activity due to
unforeseen circumstances. In the event of cancellation or postponement, the University will not be
responsible for related costs or expenses to participants, including cancellation fees assessed by hotels,
airlines, or travel agencies. If you register and then decide that you cannot attend, please notify Tonja
Mitchell, CEQI at

Services for the Disabled
If special arrangements are required for an individual with a disability to attend this meeting, please contact by no later than
February 22, 2008 at

Nondiscrimination Statement
The University of Pennsylvania values diversity and seeks talented students, faculty and staff from diverse backgrounds. The
University of Pennsylvania does not discriminate on the basis of race, sex, sexual orientation, gender identity, religion, color,
national or ethnic origin, age, disability, or status as a Vietnam Era Veteran or disabled veteran in the administration of
educational policies, programs or activities; admissions policies; scholarship and loan awards; athletic, or other University
administered programs or employment. Questions or complaints regarding this policy should be directed to: Executive
Director, Office of Affirmative Action and Equal Opportunity Programs, 3600 Chestnut Street, Sansom Place East, Suite 228,
Philadelphia, PA 19104-6106 or (215) 898-6993 (Voice) or (215) 898-7803 (TDD).

Registration Details
Please register by contacting Tonja Mitchell in CEQI at There is no fee
to register for this activity.

                                                                                                                 Page 2
              Department of Medicine Conflict Resolution Retreat
                             February 29, 2008

1:00 – 1:10        Welcome:
                   Scott Manaker, MD, PhD and Maureen Disbot, RN, MSN, CCRN

1:10 – 1:25        Introductions and Objectives
                   Ann Mokris, Med, MBA
                      Icebreaker activity: Ask everyone to go stand under/near four papers
                       where names of animals were written: fox, lio n, turtle and bird based on
                       how they react to conflict. Discuss what people have in common at each
                       animal station and how that's different from the other "animals".
                      Objectives

1:25 – 1:45        Looking at the Data
                   Marguerite Kerry, BSN, JD and Mona Matson, MBA
                      Reporting of complaints and grievances through Patient Monitoring Feedback
                      Nurse/physician thoughts: Share challenging situations staff faces with

1:45 – 2:00        Legal Perspective: Importance of Focusing on Challenging Situations
                   Mary Ellen Nepps, Esq
                      What happens when we don’t “get it right” from a legal / malpractice / risk
                      Reporting Incidents – influencing physician and nurse leaders to use PORTS - what,
                       when and why would you use it?

2:00 – 2:20        Defining Conflict
                   Paul Rusch
                      Conflict and productivity
                      What is conflict
                      Characteristics of conflict

 2:20-2:35         Break

2:35 – 4:40        Reducing Aggressive Situations
                   Nancy Rutherford
                   (include 10 minute break in this section):
                    Stressors and factors leading to aggression
                    Strategies for managing aggression
                        o Anticipation and prevention
                        o Assessment
                        o The aggression escalation – verbal de-escalation ladder
                    Practice opportunity using scenarios (aggressive patient, suicidal patient)

4:40 - 5:00        Wrap-up and Expectations for Next Steps, Program Evaluation
                   Betty Ann Boczar, BSN, RN and Emmanuel King, MD
                      Briefly review resource document
                      Briefly review use of facilitator’s guide
                      Reinforce expectations for delivery of inservice to staff along with timeframes for
                      Measurements of success (i.e. tracking of completion and monitoring of PORTS for
                       increased usage)

      5:00         Adjourn
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