In this Webinar You Will Learn:
- The factors that influence a patient to make a complaint
- Strategies to effectively address complaints
- Understand how and when to part ways with a patient
About the Contributors
Cynthia Mayhan, RN, BSN, PHN
Cynthia Mayhan is a Senior Risk Management and Patient Safety Specialist with the Cooperative of American Physicians, Inc. (CAP). Prior to joining CAP in 2019, Ms. Mayhan was a Clinical Risk Manager for the Memorial Health Care System. Ms. Mayhan specializes in helping physicians address a variety of risk management-related concerns in areas such as electronic health records and documentation, informed consent, clinical operations, and transitions of care, to minimize their liability and run safe and successful practices.
Dona Constantine, RN, BS
Dona Constantine is a Senior Risk Management and Patient Safety Specialist at the Cooperative of American Physicians, Inc. (CAP). Prior to joining CAP, she served in various positions throughout her career including certified emergency nurse, case management advisor, and quality manager. She was also the director of Health Projects for the Foundation for Independence in Nicotine Dependence and the executive director of the National Alliance of Mental Illness Orange County.
Deborah Kichler, RN, MSNCH
Deborah Kichler is a Senior Risk Management and Patient Safety Specialist with the Cooperative of American Physicians, Inc. Prior to joining CAP, Ms. Kichler was a risk manager within the Quality/ Risk Management Department at St. Jude Medical Center in Fullerton. While there, she managed the physician and allied health professional peer review and the Ongoing Professional Practice Evaluation (OPPE) processes. Her previous experience includes over eleven years in risk management, and eight years as a nurse in the cardiac telemetry unit for various hospitals.
The Cooperative of American Physicians (CAP) provides medical professional liability coverage to over 12,000 of California’s best physicians as well as a wide range of free resources such as HR consulting, a free group purchasing program, and personal insurance solutions designed specifically for physicians.
