When Patient Engagement Competes with Safety
Published August 22, 2017
Kate Clarke, Manager, Patient Relations/Interpreter Services, Northwestern Medicine
Katherine Czyzewski, Professional Development Specialist, Northwestern Medicine Central DuPage Hospital
Christine Kautz, Patient Engagement Coach, Northwestern Medicine Central DuPage Hospital
Karen Pugliese, Advanced Practice Chaplain, NM Central DuPage Hospital & Warrenville Cancer Center
We have seen many presentations on working with disruptive persons. This panel presentation illustrates a unique angle of diverse perspectives on management of the growing national problem of consumer misbehavior in the healthcare industry. Through the eyes of a Patient Engagement Coach, a Patient Relations Manager, a Professional Practice Educator and a Chaplain we look at the impact of effectively managing these disruptive behaviors in both the inpatient and outpatient setting. Employees benefit from improved emotional self regulation, recognizing disruptive behaviors and feel more confident using limit setting and seeking assistance.
Related content
-
Staff & Provider Engagement
Spiritual Care Connection Call – Demystifying Chaplaincy
Published June 10, 2026
Chaplaincy is often misunderstood, yet it plays a critical role in supporting patients, families, and care teams. Join the Spiritual Care Workgroup on a connection call to demystify chaplaincy – exploring what chaplains do, how they integrate into care teams, and the impact they have across care settings. Participants will gain a clearer understanding of
Learn more -
Staff & Provider Engagement
HOPE Experience Essentials: The Next Generation of Service Standards at Mayo Clinic
Published April 30, 2025
Engaging employees in providing exemplary patient experience has been challenging for healthcare leaders in recent years given the pressures of the regulatory environment, increases in staff burnout and rising patient expectations. Amid these challenges, addressing patient experience remains a top priority for healthcare organizations. A novel intervention has been applied at Mayo Clinic with the
Learn more -
Policy & Measurement | Staff & Provider Engagement
Leveraging Metrics to Demonstrate Volunteer Impact
Published July 10, 2025
Metrics are essential for volunteer leaders to demonstrate program value, though selecting and using the right data can be challenging. This session will equip leaders with the knowledge to collect and use metrics that showcase the impact of volunteer programs. Attendees will learn why metrics matter, what data to track, collection methods (from low-tech to
Learn more
Ask questions, share insights and connect with other experience leaders.
PX ConnectBecome a member for access to this resource and more:
- Live and On-demand Webinars and Connection Calls
- PX Papers, Case Studies and Research Reports
- PX Connect Online Community
- Discounts on Learning Programs and Events
Become a member for access to this resource and more:
- Live and On-demand Webinars and Connection Calls
- PX Papers, Case Studies and Research Reports
- PX Connect Online Community
- Discounts on Learning Programs and Events