Thursday May 16, 2024

Facing hostile patients, Part 1

Hermes award-winner!

In a special re-air of this award-winning episode, we discuss how the hospital is increasingly becoming a hostile environment, with clinicians facing verbal abuse and physical violence from patients and their families. Clinicians need skills to defuse conflict and hopefully settle down hostilities before they get out of hand. If calming hostilities is not possible, they need to know what to do in the face of violent confrontation. Tomas discusses patient hostility with a leading expert on the topic.


Tomas Villanueva, DO, MBA, FACPE, SFHM
Senior Principal, Clinical Operations and Quality


Cecilia Cruz, MD, MPH, CPCC, ACC
Founder and Chief Executive Officer
Marpe, LLC
Board-certified emergency medicine physician
Former co-chair of Quality
Division of Emergency Medicine
NorthShore University HealthSystem


Show Notes:

[02:15] Patient hostility on the rise

[03:16] Verbal violence is most prevalent, and the most unreported

[04:05] Cleveland Clinic: violence four times more prevalent in health care

[04:40] Health care workers more exposed than prison guards and police officers

[05:12] Higher risk of assaults for nurses

[05:59] Biggest risk in high-acuity settings – ambulances, EDs, ICUs, psych units

[06:44] Reasons/origins

[09:25] Patient families as source of conflict


Links | Resources:

To contact Modern Practice:

Dr. Cruz’s email:

Dr Cruz’s Linkedin page: Cecilia Cruz - Founder and CEO - MARPE, LLC | LinkedIn

MARPE, LLC website:


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