Thursday May 23, 2024

Facing hostile patients, Part 2

In this re-air of our two-part, award-winning podcast series, we discuss how physical violence in the healthcare workplace is on the rise. Healthcare workers are more in danger of violence than are police officers or prison guards. Looking at the labor force in general, healthcare workers have five times the likelihood of facing violence than workers across all other industries. And that doesn’t include the verbal abuse. Clinicians need skills to defuse conflict and hopefully settle down hostilities before they get out of hand. On this episode, Tomas and Cecilia finish their discussion with some helpful tips.



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:

[01:10] Influences and attitudes from culture/media

[02:45] The pandemic factor; example from CoxHealth

[04:45] Prevalence of incivility

[06:23] Paying attention to the signs; observation skills to use; actions to take

[09:30] Give the situation the same importance that patients and families give it

[10:16] Tools clinicians can use – Marpe’s role in alleviating violence

[12:05] A symptom of the healthcare crisis


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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