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Dealing with Challenging Patient Encounters

Spring 2023 Live CME Seminar

A discussion of strategies and techniques for responding to patient complaints, de-escalating disruptive and difficult patients, and for managing negative social media reviews.

Earn 2 CME credits, including 1 ethics credit. Additionally, TMLT policyholders may earn a 3% discount on their next eligible policy period.


Thursday, May 11, 2023
Check in and dinner: 6 p.m.
Program: 6:30-8:30 p.m.

Renaissance Dallas  Hotel
2222 North Stemmons Freeway, Dallas, TX 
$100 for policyholders/$150 for non-policyholders
Register now 


The seminar date for Austin has been cancelled. If you have already registered, you will be contacted with refund information.


  • Identify issues that may make patient encounters challenging and cause disruption in the practice;
  • Discuss protocols to prepare staff and physicians for difficult patient encounters;
  • Review effective strategies for de-escalation and identify strategies to avoid; and
  • Develop a plan to manage patient complaints and negative social media reviews without violating HIPAA regulations.


Blaine Holbrook, JD graduated from Texas A&M University and the University of Oklahoma School of Law. He has defended hospitals, physicians, and health care providers for over two decades. He also assists his clients with peer review matters and disciplinary actions before licensing boards. Additionally, he has been a guest lecturer at UT Health — San Antonio on numerous occasions and frequently provides accredited CME regarding medical-legal issues throughout Texas. 

Brett B. Rowe, JD is a founding shareholder with Evans, Rowe & Holbrook, Attorneys at Law based in San Antonio. He graduated from the University of Texas at Austin in 1985 with Bachelor of Business Administration and graduated magna cum laude from St. Mary’s University School of Law in 1991, where he also served as a Senior Associate Editor of the Law Review. He is board certified in personal injury trial law by the Texas Board of Legal Specialization. He was elected as an Associate of the American Board of Trial Advocates in 2016. Brett specializes in the defense of medical malpractice, general negligence claims, and medical board complaints. He has also served as a hearing officer for hospital peer review issues.

TMLT policyholders who complete this program may earn a 3% discount that will be applied to their next eligible policy period.

The Texas Medical Liability Trust is accredited by the Accreditation Council for Continuing Medical Education (ACCME) to provide continuing medical education for physicians.

The Texas Medical Liability Trust designates this live activity for a maximum of 2 AMA PRA Category 1 Credit(s)™. Physicians should claim only credit commensurate with the extent of their participation in the activity.

This course has been designated by TMLT for one credit in medical ethics and/or professional responsibility.

Blaine Holbrook, JD and Brett B. Rowe, JD have no relevant financial relationship(s) with ineligible companies to disclose. TMLT staff, planners, and reviewers have no relevant financial relationship(s) with ineligible companies to disclose.