Back to Top

View the Webinar

And Download Presentation Slides

Your email address is secure and is never shared.
See our privacy policy.

How to Handle Patient Complaints to Minimize Liability Risk

How physicians and their staff handle a patient’s concern can impact both your liability risk and your bottom line. In this one-hour webinar, CAP's risk management team shares their experience and knowledge to help you learn about the factors that influence a patient’s decision to make a complaint, become familiar with strategies to effectively address complaints, and understand how and when to part ways.

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.

Learn How CAP Can Support You And Your Practice

Watch the video >


CAP members receive medical liability protection from the Mutual Protection Trust (MPT). Since 2006, MPT has earned A.M. Best Company′s A+ (Superior) rating, demonstrating MPT′s financial strength and its ability to meet ongoing coverage and contractual obligations.

The Mutual Protection Trust (MPT) is authorized under Section 1280.7 of the California Insurance Code as an unincorporated interindemnity arrangement among physician members of the Cooperative of American Physicians, Inc. (CAP). Members do not pay insurance premiums. Instead, they pay tax-deductible assessments, based on risk classifications, for the amount necessary to pay claims and administrative costs. No assurance can be given as to the amount or frequency of assessments. Members also make a tax-deductible Initial Trust Deposit, which is refundable according to the terms of the MPT Agreement. ©