When moments get hard, your team should know what to say and do. 

Erika McMullen helps healthcare leaders and their teams know what to say and do in hard patient moments— so the right call gets made, no matter who's on duty.
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The hard part isn't policy. It's knowing what to do when...

  • A patient asks for a different clinician.
  • A language barrier changes the interaction.
  • A family member answers every question.
  • A cultural or religious need conflicts with policy.
  • A patient goes silent after a diagnosis.
  • A patient challenges the care team.


These are the moments when your team’s judgment matters most.

Your organization may already have the policies, standards, and training. The question is whether your team can apply them when the situation is complicated, the pressure is real, and there isn't a script for exactly what happens next.

That's the gap we work in.

If any of this sounds familiar, you're in the right place.

We had a near miss. We need to make sure it doesn’t happen again.
We have the policies — but execution depends on who’s on duty.
We handle it case by case. We haven’t formalized any guidance.
Our staff knows the protocols, but not always how to apply them. Especially in gray areas.
We do training, but nothing changes at the point of care. We need practical, concrete words & behaviors.
We need to reduce risk and improve patient experience — at the same time.

What We Do

Your team knows what to say


Culturally responsive communication. Language access. Health literacy. Difficult patient and family interactions. Patient navigation — so the right response doesn't depend on who's on shift or which patient comes through the door.
How we help →

Your team knows what to do


Provider reassignment. Accommodation requests. De-escalation. Gray-area decisions — so your team knows what to do when the moment arrives.
How we help → 

Your leaders know when to flex and when to hold the line

Decision frameworks, leadership capability, and practical tools – so leaders build trust and create the conditions where staff exercise sound judgment

How we help →



Trusted by

I've been in the hard moments

Erika McMullen has spent decades inside some of the country’s most complex healthcare systems — building programs, training clinical teams, and navigating the human moments that no protocol fully anticipates.


She was called because someone had a gap, a liability, a regulatory exposure — and someone they trusted said: call Erika.

That's why they still call.

Meet Erika →

Your team will face another hard patient moment


The question is whether they’ll know what to say and do when it happens.

Moxie Consulting Group takes on a focused number of healthcare engagements each year. 



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