---
title: Practice Support Team Provides Valuable Resource for Newton Family Physicians - Managing Difficult Patient Situations
description: "One of Northwest AHEC's practices in located in Catawba County recently received a training from Practice Support staff on Managing Difficult Patient Situations. Practice Administrator for Newton Family Physicians P.A., Melissa White, commended our staff and services \"NWAHEC is a valuable resource for us and recently assisted us in some valuable training for my staff.\""
image: https://go.northwestahec.wakehealth.edu/hubfs/2022-Top-10-De-Esclation-Blog-1200x630.jpg
---
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# What's New at NWAHEC
## [Practice Support Team Provides Valuable Resource for Newton Family Physicians - Managing Difficult Patient Situations](https://go.northwestahec.wakehealth.edu/blog/practice-support-team-provides-valuable-resource)
Mar 17, 2023 11:18:52 AM / by [Brooke Kochanski](https://go.northwestahec.wakehealth.edu/blog/author/brooke-kochanski)
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One of Northwest AHEC's practices in located in Catawba County recently received a training from Practice Support staff on *Managing Difficult Patient Situations*. Practice Administrator for Newton Family Physicians P.A., Melissa White, commended our staff and services *"NWAHEC is a valuable resource for us and recently assisted us in some valuable training for my staff."*
Northwest AHEC Practice Support Services supports practices across a 17-county region. Our experienced and knowledgeable coaches provide on-site training and assistance on the tools and systems practices need to offer high-quality care. Each of our coaches brings a unique set of skills and the ability to facilitate solutions via the statewide AHEC practice support team, AHEC resources and service lines, and collaborative partnerships with professional associations, payors, provider networks, federal and state governments, and local community organizations.
During a regular practice coaching visit, our Practice Support Coaches learned about the practice’s need for coaching and resources to assist providers and staff when difficult patient situations arise. Northwest AHEC staff members Lara Dickerson and Medina Wilson (Practice Support Coaches), along with Leslie McDowell (Quality Improvement Curriculum Coordinator) teamed up to create a comprehensive staff training and resource guide for providers and staff at Newton Family Physicians.
Many practice settings are experiencing angry, hostile and even aggressive behavior from patients, parents, caregivers and others. This online course is designed for teams within healthcare practices who interface with patients and other customers. Background and context of the problem are discussed, and practical tips, suggestions and resources are presented.
The training materials are currently being updated based on initial feedback and will be widely available soon. Check the [additional resources list](https://go.northwestahec.wakehealth.edu/resourceguides) on our blog for this and many other valuable tools.
OBJECTIVES
upon completing this activity, the learner will be able to:
- Recognize how your own behavior impacts a crisis
- Identify and respond to challenging patient behaviors
- Describe safety intervention strategies that minimize harm
Authors: Leslie Doroski McDowell, DNP, ANP-BC, RN and Lara Dickerson, BA, AAS
*Below is Kudos to our team which was posted to the [North Carolina Medical Group Managers (NCMGM)](http://www.ncmgm.org/)....*
*"I wanted to give a BIG SHOUT OUT to our AHEC folks. They are valuable resources for us so if you don't know who your people are, find out. Especially big SHOUT OUT to our NWAHEC as they recently assisted us in some valuable training for my staff. They worked with us to determine our needs. Their team delivered some valuable training and tactics for "How to handle the Disruptive Patient" and how to handle uncomfortable situations while maintaining professionalism and continuing to care for our patients and most important our staff. Once again thanks Lara and Medina." *
- Melissa H. White, Practice Administrator, Newton Family Physicians, P.A.
[](https://cta-redirect.hubspot.com/cta/redirect/7413846/22048148-d54c-4841-b6bc-e2424f6351c0)
[](https://cta-redirect.hubspot.com/cta/redirect/7413846/84d3d6ee-36ec-4b91-9ec2-410c87e1fefc)
Tags: [rural health](https://go.northwestahec.wakehealth.edu/blog/topic/rural-health), [practice support](https://go.northwestahec.wakehealth.edu/blog/topic/practice-support), [practice management](https://go.northwestahec.wakehealth.edu/blog/topic/practice-management)
#### Written by [Brooke Kochanski](https://go.northwestahec.wakehealth.edu/blog/author/brooke-kochanski)
Marketing & Communications Specialist at Northwest AHEC
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- [digital library (2)](https://go.northwestahec.wakehealth.edu/blog/tag/digital-library)
- [environment (2)](https://go.northwestahec.wakehealth.edu/blog/tag/environment)
- [ethics (2)](https://go.northwestahec.wakehealth.edu/blog/tag/ethics)
- [headache (2)](https://go.northwestahec.wakehealth.edu/blog/tag/headache)
- [healing (2)](https://go.northwestahec.wakehealth.edu/blog/tag/healing)
- [health talent alliance (2)](https://go.northwestahec.wakehealth.edu/blog/tag/health-talent-alliance)
- [healthy NC 2030 (2)](https://go.northwestahec.wakehealth.edu/blog/tag/healthy-nc-2030)
- [history (2)](https://go.northwestahec.wakehealth.edu/blog/tag/history)
- [homeless (2)](https://go.northwestahec.wakehealth.edu/blog/tag/homeless)
- [hosa (2)](https://go.northwestahec.wakehealth.edu/blog/tag/hosa)
- [housing (2)](https://go.northwestahec.wakehealth.edu/blog/tag/housing)
- [hrsa (2)](https://go.northwestahec.wakehealth.edu/blog/tag/hrsa)
- [human service (2)](https://go.northwestahec.wakehealth.edu/blog/tag/human-service)
- [insurance (2)](https://go.northwestahec.wakehealth.edu/blog/tag/insurance)
- [leadership (2)](https://go.northwestahec.wakehealth.edu/blog/tag/leadership)
- [masculinity (2)](https://go.northwestahec.wakehealth.edu/blog/tag/masculinity)
- [medications (2)](https://go.northwestahec.wakehealth.edu/blog/tag/medications)
- [memory (2)](https://go.northwestahec.wakehealth.edu/blog/tag/memory)
- [milestone (2)](https://go.northwestahec.wakehealth.edu/blog/tag/milestone)
- [ncna (2)](https://go.northwestahec.wakehealth.edu/blog/tag/ncna)
- [physicians (2)](https://go.northwestahec.wakehealth.edu/blog/tag/physicians)
- [population health (2)](https://go.northwestahec.wakehealth.edu/blog/tag/population-health)
- [race (2)](https://go.northwestahec.wakehealth.edu/blog/tag/race)
- [radiology (2)](https://go.northwestahec.wakehealth.edu/blog/tag/radiology)
- [rba (2)](https://go.northwestahec.wakehealth.edu/blog/tag/rba)
- [resource (2)](https://go.northwestahec.wakehealth.edu/blog/tag/resource)
- [social justice (2)](https://go.northwestahec.wakehealth.edu/blog/tag/social-justice)
- [support staff (2)](https://go.northwestahec.wakehealth.edu/blog/tag/support-staff)
- [women's health (2)](https://go.northwestahec.wakehealth.edu/blog/tag/womens-health)
- [#syphilis (1)](https://go.northwestahec.wakehealth.edu/blog/tag/syphilis)
- [AI (1)](https://go.northwestahec.wakehealth.edu/blog/tag/ai)
- [Agriculture (1)](https://go.northwestahec.wakehealth.edu/blog/tag/agriculture)
- [Alzheimers (1)](https://go.northwestahec.wakehealth.edu/blog/tag/alzheimers)
- [CHW (1)](https://go.northwestahec.wakehealth.edu/blog/tag/chw)
- [CIP (1)](https://go.northwestahec.wakehealth.edu/blog/tag/cip)
- [Case Management (1)](https://go.northwestahec.wakehealth.edu/blog/tag/case-management)
- [EHR (1)](https://go.northwestahec.wakehealth.edu/blog/tag/ehr)
- [Free and Charitable Clinics (1)](https://go.northwestahec.wakehealth.edu/blog/tag/free-and-charitable-clinics)
- [Heart Health Now (1)](https://go.northwestahec.wakehealth.edu/blog/tag/heart-health-now)
- [Insider (1)](https://go.northwestahec.wakehealth.edu/blog/tag/insider)
- [Medicare advantage (1)](https://go.northwestahec.wakehealth.edu/blog/tag/medicare-advantage)
- [Medication assisted treatment (1)](https://go.northwestahec.wakehealth.edu/blog/tag/medication-assisted-treatment)
- [NC Medical Society (1)](https://go.northwestahec.wakehealth.edu/blog/tag/nc-medical-society)
- [NC health department (1)](https://go.northwestahec.wakehealth.edu/blog/tag/nc-health-department)
- [NCA&T (1)](https://go.northwestahec.wakehealth.edu/blog/tag/ncat)
- [Otolaryngology (1)](https://go.northwestahec.wakehealth.edu/blog/tag/otolaryngology)
- [Quality Improvement (1)](https://go.northwestahec.wakehealth.edu/blog/tag/quality-improvement)
- [Relief Fund (1)](https://go.northwestahec.wakehealth.edu/blog/tag/relief-fund)
- [TPM (1)](https://go.northwestahec.wakehealth.edu/blog/tag/tpm)
- [Tailored Plans (1)](https://go.northwestahec.wakehealth.edu/blog/tag/tailored-plans)
- [Uninsured (1)](https://go.northwestahec.wakehealth.edu/blog/tag/uninsured)
- [adoption (1)](https://go.northwestahec.wakehealth.edu/blog/tag/adoption)
- [alexander county (1)](https://go.northwestahec.wakehealth.edu/blog/tag/alexander-county)
- [ashe county (1)](https://go.northwestahec.wakehealth.edu/blog/tag/ashe-county)
- [boone (1)](https://go.northwestahec.wakehealth.edu/blog/tag/boone)
- [claims (1)](https://go.northwestahec.wakehealth.edu/blog/tag/claims)
- [climate change (1)](https://go.northwestahec.wakehealth.edu/blog/tag/climate-change)
- [clinical supervisor (1)](https://go.northwestahec.wakehealth.edu/blog/tag/clinical-supervisor)
- [cognitive impairment (1)](https://go.northwestahec.wakehealth.edu/blog/tag/cognitive-impairment)
- [conversation (1)](https://go.northwestahec.wakehealth.edu/blog/tag/conversation)
- [copyright (1)](https://go.northwestahec.wakehealth.edu/blog/tag/copyright)
- [criminal justice (1)](https://go.northwestahec.wakehealth.edu/blog/tag/criminal-justice)
- [critical care (1)](https://go.northwestahec.wakehealth.edu/blog/tag/critical-care)
- [death (1)](https://go.northwestahec.wakehealth.edu/blog/tag/death)
- [demographics (1)](https://go.northwestahec.wakehealth.edu/blog/tag/demographics)
- [design (1)](https://go.northwestahec.wakehealth.edu/blog/tag/design)
- [disaster recovery (1)](https://go.northwestahec.wakehealth.edu/blog/tag/disaster-recovery)
- [exercise (1)](https://go.northwestahec.wakehealth.edu/blog/tag/exercise)
- [financial assistance (1)](https://go.northwestahec.wakehealth.edu/blog/tag/financial-assistance)
- [forensic (1)](https://go.northwestahec.wakehealth.edu/blog/tag/forensic)
- [forsyth tech (1)](https://go.northwestahec.wakehealth.edu/blog/tag/forsyth-tech)
- [global health (1)](https://go.northwestahec.wakehealth.edu/blog/tag/global-health)
- [growth (1)](https://go.northwestahec.wakehealth.edu/blog/tag/growth)
- [harm reduction (1)](https://go.northwestahec.wakehealth.edu/blog/tag/harm-reduction)
- [health literacy (1)](https://go.northwestahec.wakehealth.edu/blog/tag/health-literacy)
- [hemp (1)](https://go.northwestahec.wakehealth.edu/blog/tag/hemp)
- [human trafficking (1)](https://go.northwestahec.wakehealth.edu/blog/tag/human-trafficking)
- [law enforcement (1)](https://go.northwestahec.wakehealth.edu/blog/tag/law-enforcement)
- [lung cancer (1)](https://go.northwestahec.wakehealth.edu/blog/tag/lung-cancer)
- [measles (1)](https://go.northwestahec.wakehealth.edu/blog/tag/measles)
- [medical examiner (1)](https://go.northwestahec.wakehealth.edu/blog/tag/medical-examiner)
- [medicare (1)](https://go.northwestahec.wakehealth.edu/blog/tag/medicare)
- [medication adherence (1)](https://go.northwestahec.wakehealth.edu/blog/tag/medication-adherence)
- [nccare360 (1)](https://go.northwestahec.wakehealth.edu/blog/tag/nccare360)
- [nurse practitioners (1)](https://go.northwestahec.wakehealth.edu/blog/tag/nurse-practitioners)
- [occupational therapy (1)](https://go.northwestahec.wakehealth.edu/blog/tag/occupational-therapy)
- [ophthalmology (1)](https://go.northwestahec.wakehealth.edu/blog/tag/ophthalmology)
- [outcomes (1)](https://go.northwestahec.wakehealth.edu/blog/tag/outcomes)
- [pain management (1)](https://go.northwestahec.wakehealth.edu/blog/tag/pain-management)
- [pharmacotherapy (1)](https://go.northwestahec.wakehealth.edu/blog/tag/pharmacotherapy)
- [preceptor (1)](https://go.northwestahec.wakehealth.edu/blog/tag/preceptor)
- [project see (1)](https://go.northwestahec.wakehealth.edu/blog/tag/project-see)
- [psoriasis (1)](https://go.northwestahec.wakehealth.edu/blog/tag/psoriasis)
- [racial disparities (1)](https://go.northwestahec.wakehealth.edu/blog/tag/racial-disparities)
- [referral (1)](https://go.northwestahec.wakehealth.edu/blog/tag/referral)
- [salvation army (1)](https://go.northwestahec.wakehealth.edu/blog/tag/salvation-army)
- [shelter (1)](https://go.northwestahec.wakehealth.edu/blog/tag/shelter)
- [skin cancer (1)](https://go.northwestahec.wakehealth.edu/blog/tag/skin-cancer)
- [skincare (1)](https://go.northwestahec.wakehealth.edu/blog/tag/skincare)
- [suicide (1)](https://go.northwestahec.wakehealth.edu/blog/tag/suicide)
- [surry county (1)](https://go.northwestahec.wakehealth.edu/blog/tag/surry-county)
- [transgender (1)](https://go.northwestahec.wakehealth.edu/blog/tag/transgender)
- [unsheltered (1)](https://go.northwestahec.wakehealth.edu/blog/tag/unsheltered)
- [vagus nerve (1)](https://go.northwestahec.wakehealth.edu/blog/tag/vagus-nerve)
- [water quality (1)](https://go.northwestahec.wakehealth.edu/blog/tag/water-quality)
- [wilkes county (1)](https://go.northwestahec.wakehealth.edu/blog/tag/wilkes-county)
- [workforce developement (1)](https://go.northwestahec.wakehealth.edu/blog/tag/workforce-developement)
See all
# About Us
The Northwest Area Health Education Center of Wake Forest University School of Medicine provides and supports educational activities and services with a focus on primary care in rural communities and those with less access to resources to recruit, train and retain the workforce needed to create a healthy North Carolina.
[Learn More](https://school.wakehealth.edu/Education-and-Training/Continuing-Professional-Education/Northwest-AHEC)
# Links
- [Course Catalog](http://nwahec.org/)
- [Join Our Email List](https://share.hsforms.com/16F72ZaBBRBqAda7M--9l9w4ewk6)
- [About Northwest AHEC](https://school.wakehealth.edu/education-and-training/continuing-professional-education/northwest-ahec)
- [Continuing Education Services](https://school.wakehealth.edu/education-and-training/continuing-professional-education/northwest-ahec/continuing-professional-development)
- [Contact Support](https://go.northwestahec.wakehealth.edu/support)
# Contact Us
[ahecmktg@wakehealth.edu](mailto:ahecmktg@wakehealth.edu)
Medical Center Boulevard
Winston-Salem, North Carolina
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