Risk Management: Handling Difficult Patient Situations (1 Day)

Washington, DC US
July 17, 2018

Handling difficult patient situations in a manner that minimizes the potential for disruptions in patient care and/or workplace violence is crucial for maintaining the health center’s culture of safety. The curriculum for this one-day intensive training is designed to provide technical assistance for the development of an effective organizational approach to managing difficult patient situations and will cover:

  • Regulatory requirements for health centers;
  • Identification of risk factors;
  • De-escalation techniques;
  • Creating response teams;
  • Staff training and conducting drills;
  • Post-incident documentation and recovery; and
  • Procedures for patient dismissal.

Participants can expect to leave the training with a greater understanding of organizational approaches to managing difficult patient situations and with tools (including samples, templates and checklists) they can take back to their health centers to develop an organizational strategy that can be integrated into policies, procedures, and risk management programs.


Registration for this training is limited to allow for conversation, networking and one-on-one support from the trainers.

Click here to save by purchasing both one-day trainings at a discounted rate! 

Target Audience

This one-day intensive training session is designed for health center staff members who are responsible for, or closely involved in, the ongoing development of the center’s risk management programs, including:

  • CEOs
  • COOs
  • Human Resource Staff
  • Risk Managers
  • Site Administrators
  • Others working with the Risk Management program

Learning Objectives

After attending this workshop, participants will be able to:

  • Identify and assess risk factors that may contribute to the prevalence of difficult patient situations and/or workplace violence;
  • Develop strategies that include an organizational approach to managing difficult patient situations with sensitivity and support for patient/staff needs; and
  • Use a deeper understanding of these approaches and strategies to inform the development of effective policies and procedures.
Course summary
Course opens: 
Course expires: 
Event starts: 
07/17/2018 - 8:30am EDT
Event ends: 
07/17/2018 - 5:00pm EDT
FTLF Learning Center
1129 20th Street NW
Suite 300
Washington, DC 20036
United States
+1 (855) 200-3822


Hyatt Place Washington DC/Georgetown/West End 
2121 M St NW
Washington, DC 20037
(202) 838-2222

The Wink - Washington, DC 
1143 New Hampshire Ave NW
Washington, DC 20037
(202) 775-0800

Kimpton Hotel Palomar DC 
2121 P Street NW
Washington, DC 20037
(202) 448-1800

The St. Gregory Hotel - Dupont Circle 
2033 P Street NW
Washington, DC 20037
(202) 448-1800

Kimpton Hotel Madera 
1310 New Hampshire Avenue, NW
Washington, DC 20036
(202) 296-7600

The Embassy Row Hotel
2015 Massachusetts Avenue, NW
Washington, DC 20036
(202) 265-1600

The Dupont Circle Hotel
1500 New Hampshire Avenue, NW
Washington, DC 20036
(202) 483-6000

Hilton Garden Inn - Washington DC/Georgetown Area
2201 M Street NW
Washington, DC 20037
(202) 974-6010

Embassy Suites - Georgetown
1250 2nd Street, NW
Washington, DC 20037
(202) 857-3388

This training will be conducted by Alexander Lipovtsev and Gianna Van Winkle from the Community Health Care Association of New York State (CHCANYS) and Molly Evans and Dianne Pledgie from Feldesman Tucker Leifer Fidell LLP (FTLF).  Alex and Gianna bring nearly 20 years of combined experience in primary care, most recently developing and delivering training to health centers across New York and as part of national and regional training initiatives.  Molly and Dianne help health centers throughout the country to identify, understand and respond to their legal and compliance risks. 



Alexander Lipovtsev has been working with New York’s primary care sector since 2006 when he became a treatment coordinator for a Patient-Centered Medical Home outpatient clinic in Manhattan, which is part of a larger organization providing various services for people with disabilities and their families. Since then, he has worked at several primary care sites and was promoted to Senior Practice Manager overseeing operations of two outpatient clinic sites in Brooklyn, NY, as well as providing counseling to primary care patients as a clinical social worker. Alexander worked as a program manager for a managed care organization, where he assisted with designing, developing and implementing several managed care products. [Full Bio]


Gianna Van Winkle has been working with New York’s community health centers since 2014 when she joined CHCANYS. Prior to her relocation to New York, she held the position of Director of Regulatory Services at a Federally Qualified Community Health Center in Miami, FL. In that position, Gianna was responsible for the management and oversight of risk management programs (including environment of care, emergency management, and infection control) and the development and coordination of staff training on topics including regulatory compliance and Joint Commission accreditation requirements. [Full Bio]




A partner in the firm’s health law practice group, Molly advises health centers on the management of clinical, employment and workforce related risks, with a particular focus on professional liability, Federal Tort Claims Act, and HIPAA matters. From her experience as both a private attorney and in-house counsel, Molly knows the importance of managing liability and risk issues in mission-driven organizations. [Full Bio]


As Partner and Compliance Counsel with the firm’s health law practice group, Dianne advises health centers on implementing effective compliance programs and on addressing top compliance risk areas. Dianne counsels health centers and other organizations on developing compliance programs that include the OIG’s seven elements, respond to identified compliance risk areas and reflect the organization’s culture.  Dianne also advises health centers and other organizations on patient privacy and confidentiality, including the HIPAA Privacy Rule and 42 CFR Part 2.  She has experience responding to privacy and security incidents, including determining whether there has been a breach, notifying patients and the government, and creating corrective action plans. [Full Bio]

A Certificate of Attendance is available for the attendee immediately following the completion of the training by clicking "Take Course" under the registration tab and then click "Certificate".


There are no more spaces available for this course.

Registration Options:

  • To register for this training for you, login or register with your personal information
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  • To register for a group of attendees, email Learning@FTLF.com for information on group registration

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It is essential that each training registration is listed under the actual attendee’s name.  This allows FTLF to add important training materials to their account including handouts and training certificates.  For questions or issues, contact Learning@FTLF.com

Available payment methods include purchase order, check, and credit card. Payment for this live training is due 2 weeks before the start of the event. If payment is not received in full 2 weeks prior to the start of the event, your order will be canceled and you will be denied entrance to the training. 

Cancellation Policy for this Event:

All cancellation requests must be received in writing at learning@ftlf.com. Requests for refunds will be granted according to the following schedule:

  • Requests received 30 or more days prior to the event will receive a full refund.
  • Requests received between 11 to 29 days prior to the event will receive a 50% refund.
  • Requests received within 10 days of the event start date are not eligible for a refund.

If there are extenuating circumstances regarding your cancellation, please reach out to the FTLF Training Team directly at learning@ftlf.com.