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Forum on Responding to Patient and Visitor Bias and Misconduct 2021 - LIVESTREAM

June 22, 2021

June 22, 2021 - LIVESTREAM - 10:30 a.m. CT

Learn from the Mayo Clinic Patient and Visitor Conduct program and other featured experts about Mayo’s journey and current processes to address patient and visitor behavior challenges ranging from microaggressions to egregious misconduct. Each Forum session includes a case study and time for questions and answers. Questions will also be collected throughout the day to direct a robust wrap-up discussion held in the final session. Relevant Mayo Clinic policies will also be shared with all participants. Forum content is relevant for all health care settings.

Registration Fees
M.D., D.O., Ph.D.$ 199.00
Resident, NP, PA, Nurse, Health Care Executives, Allied Health$ 149.00


Target Audience

This course is intended for health care professionals interested in learning more about patient and visitor misconduct: clinicians, administrators, and allied health staff.

Learning Objectives

Upon conclusion of this program, participants should be able to:

  • Review the journey in developing a policy about patient and visitor bias and misconduct.
  • Describe the incident reporting process.
  • List the steps leading up to termination of care.
  • Distinguish the components between a “dismissal” and a “termination of care.”
  • Recognize the Experience Model of Communication (XMOC) and how this model is implemented into the Behavior Management Process.
  • Demonstrate skills for responding to biased requests.

Attendance at any Mayo Clinic course does not indicate or guarantee competence or proficiency in the skills, knowledge or performance of any care or procedure(s) which may be discussed or taught in this course.

Course summary
Available credit: 
  • 4.00 AAPA Category 1
  • 4.00 ACHE
  • 4.00 ACPE
  • 4.00 AMA PRA Category 1 Credit
  • 4.00 ANCC
  • 4.00 APA
  • 4.00 Attendance
Event starts: 
06/22/2021 - 10:30am
Event ends: 
06/22/2021 - 3:15pm
Click here to view the program schedule on your mobile device. 

LIVESTREAM - link will be sent to attendees closer to the conference date.

Dr. Anjali Bhagra is a Professor of Medicine and Medical Director, Office of Equity, Inclusion and Diversity at Mayo Clinic. She is the physician lead to operationalize elimination of racism at Mayo Clinic, Rochester. She also serves as the Chair of Education for the section of Integrative Medicine and Health, Chair of Faculty Development for the Division of General Internal Medicine at Mayo, board member of The Society for Ultrasound in Medical Education (SUSME) and Director & board member of National American Women Women’s Association (AMWA) IGNITE program. She is a sought out thought leader, educator, mentor, social advocate and speaker on the topics of Resilience, Leadership, Diversity, Equity and Inclusion nationally and internationally. Dr. Bhagra's research program focuses on stress and resilience and approaches the issue from multiple points of view (a) enhancing resilience (b) decreasing stress and anxiety (c) healthy aging through optimism (d) life-work integration (e) equity and inclusion.
Sharonne N. Hayes, M.D. is Professor of Cardiovascular Medicine at Mayo Clinic in Rochester, MN where she founded and maintains an active clinical practice in the Women’s Heart Clinic. She previously served for 10 years as Mayo Clinic’s first Director of Diversity and Inclusion. In addition to a busy clinical practice, she has been a tireless advocate for safe, equitable, and dignified healthcare workplaces that promote high-quality patient care and has developed programs to assess and mitigate unconscious bias in healthcare. She provided leadership and oversight of the development of Mayo Clinic’s Patient and Visitor Conduct Policy and Procedure.
Benjamin J. Houge, M.S. is a Senior Advisor in the Office of Mayo Clinic Experience and supervises Mayo Clinic’s Patient & Visitor Conduct program. A counselor by training, he’s a facilitator and international keynote speaker who delivers learning experiences that leverage practical, solution-focused strategies. Ben’s team facilitates the Behavior Management Process at Mayo Clinic and manages daily outreach and Practice engagement related to patient and visitor conduct.
David M. Nestler, M.D. is an Emergency Medicine Physician who also serves as the Quality Co-Chair for all Emergency Departments in the Midwest.  He is the Medical Director for the Patient Visitor Conduct Program and has been instrumental in building procedures on bias and misconduct for the Emergency Department as well as for Mayo Clinic enterprise.  Dr. Nestler also serves as the Medical Director for Patient Experience.  He is an Associate Professor at the Mayo Clinic School of Medicine and Science. Nationally, he has a leadership role on the American College of Emergency Physician’s (ACEP) Quality and Patient Safety Committee, and also sits on the Board of Directors for Minnesota’s ACEP chapter.  His interests focus on healthcare quality, patient experience, patient safety, and healthcare delivery. 
Sheila K. Stevens, M.S.W. provides administrative oversight to the Patient Visitor Conduct team and to the Training, Education & Coaching team at the Office of Mayo Clinic Experience. Sheila is an instructor at Mayo Clinic’s Alix School of Medicine.  She has a wealth of experience developing curriculum and facilitating courses on various topics relating to patient experience, cultural agility, health behavior change, service recovery, leadership training and communication in healthcare.


Accreditation Statement
In support of improving patient care, Mayo Clinic College of Medicine and Science is jointly accredited by the Accreditation Council for Continuing Medical Education (ACCME), the Accreditation Council for Pharmacy Education (ACPE), and the American Nurses Credentialing Center (ANCC) to provide continuing education for the healthcare team.

Credit Statement(s):


Mayo Clinic College of Medicine and Science designates this live activity for a maximum of 4.00 AMA PRA Category 1 Credits™. Physicians should claim only the credit commensurate with the extent of their participation in the activity.

Mayo Clinic College of Medicine and Science designates this activity for a maximum of 4.00 ANCC contact hours. Nurses should claim only the credit commensurate with the extent of their participation in the activity.

Mayo Clinic College of Medicine and Science designates this educational activity for a maximum of 4.00 ACPE knowledge-based contact hours. Participants should claim only the credit commensurate with the extent of their participation in the activity.

ACPE Universal Activity Number (UAN): JA0000238-0000-21-072-L04-P

Mayo Clinic College of Medicine and Science has been authorized by the American Academy of PAs (AAPA) to award AAPA Category 1 CME credit for activities planned in accordance with AAPA CME Criteria. This activity is designated for 4.00 AAPA Category 1 CME credits. PAs should only claim credit commensurate with the extent of their participation.

By attending the Forum on Responding to Patient and Visitor Bias and Misconduct 2021 offered by Mayo Clinic College of Medicine and Science participants may earn up to 4.00 ACHE Qualified Education Hours toward initial certification or recertification of the Fellow of the American College of Healthcare Executives (FACHE) designation.

This activity is approved for a maximum of 4.00 credits. Credit is awarded only for actual instructional time.

Other Health Care Professionals
A certificate of attendance will be provided to other healthcare professionals for requesting credits in accordance with state nursing boards, specialty societies, or other professional associations.

For disclosure information regarding Mayo Clinic School of Continuous Professional Development accreditation review committee member(s) and staff, please go here to review disclosures.

Available Credit

  • 4.00 AAPA Category 1
  • 4.00 ACHE
  • 4.00 ACPE
  • 4.00 AMA PRA Category 1 Credit
  • 4.00 ANCC
  • 4.00 APA
  • 4.00 Attendance


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