Target Audience:

All Physicians, Pharmacy, Environmental Services, Phlebotomists, Registered Nurses, Physician Assistants, Nutritionists, Medical Assistants, Certified Nurse Midwives, Medical Students, Residents, Physical Therapist, Respiratory Therapist, Dietitians, Nurse Practitioners, Licensed Vocational Nurses, Social Workers, Psychologists, Genetic Counselors

Lunch will be provided for those who stay for the entire session 

Microsoft TEAMS: Meeting information will be provided after you select “Take Course” below.

Post Presentation Survey:  Available here after the event.


  1. Sean McGill, Security Manager, Kaiser Permanente, San Jose
  2. Mary Paulino, PharmD, Discharge Pharmacy Manager, Kaiser Permanente, San Jose
  3. Stephanie Rowen, MD, Plastic Surgery, Kaiser Permanente, San Jose


  • Jessica Nijmeh, M.D., Kaiser Permanente, San Jose
  • Elaine Ware, DNP, RN, CENP, CPHQ Chief Nurse Executive, Kaiser Permanente, San Jose
  • Brandon Merritt, Chaplain, Kaiser Permanente, San Jose
  • Monica Goodstein, MD, Kaiser Permanente, San Jose
  • David Granovetter, MD. Kaiser Permanente, San Jose
  • Adrienne Valesano, MD, Kaiser Permanente, San Jose
  • Julie Chu, RN, Kaiser Permanente, San Jose
  • Anie Gella, RN, Kaiser Permanente, San Jose
  • Joseph La Cava, Ombudsman, Kaiser Permanente, San Jose

Session Objectives:

  1. Discuss the current post-pandemic cultural climate - leading to lower emotional reserve in both members and caregivers.
  2. Explore experiences facing volatile member encounters and their impact on our own psyche. 
  3. Recognize that volatile interactions deserve special attention to address healing and self-care. 

General Program Objectives:
-Foster compassionate care and practice through innovative conversational presentations and interaction
-Optimize learners’ communication skills
-Engage the patient’s voice
-Improve patient/community health and healthcare quality
-Build inter-professional communication and collaboration
-Reduce isolation and burn-out
-Build effective inter-professional relationships and leverage the collective power of our organization to optimize patient care


Theme-based:  Caring for patients and families opens us up to sharing the vulnerability and pain those we seek to help are experiencing.  When people are sick, worried, frustrated, experiencing pain, or just feeling at their limit, they can become angry, abusive, rude, or worse.  These actions are not new to healthcare, but post-pandemic behavior has become more aggressive and demanding than ever before.  Interactions can be laced with racism, ageism, religious bias, among many other egregious attitudes and actions of abuse.  It often feels that gone are the days when healthcare workers are respected and honored for their knowledge and experience.  When a confrontation happens, we often feel betrayed and deeply hurt, since we arrive at work each day to help and heal.  Through sharing our perspectives, we can begin to heal past wounds and hope to meet future challenges with more resilience.

Participants will be able to recognize they are not alone in their struggles with angry patients and families and learn some coping strategies to deal with these challenging scenarios.



The speaker(s) and planning committee have no financial relationships to disclose. 

Credit Statement:

**Kaiser Permanente San Jose Medical Center is accredited by the California Medical Association (CMA) to provide continuing medical education for physicians.   
Kaiser Permanente San Jose takes responsibility for the content, quality and scientific integrity of this CME activity.                
**Kaiser Permanente San Jose Medical Center designates this Live Course for a maximum of 1.0 AMA PRA Category 1 Credit™        
Physicians should claim only the credit commensurate with the extent of their participation in the activity.

Session date: 
03/24/2023 - 12:30pm to 1:30pm PDT
  • 1.00 AMA PRA Category 1 Credit(s)™

Please login or register to take this course.
CME Office: 
San Jose Medical Center
Conference room: 
Microsoft TEAMS