Partner Constance Endelicato will share her knowledge on behalf of WSHB on an important panel at the upcoming 2023 CLM Annual Conference in Tampa, Florida. The discussion will address customer bias in the service industry. This presentation entitled, "IS the Customer Always Right? Not When They're Wrong: Handling Bias-Based Service Refusal," will take place on March 30, 2023 at 2:00 p.m. Endelicato will present with fellow industry and thought leaders in this compelling discussion.

This sure to be well-attended session at the CLM Annual Conference will delve into situations where a customer's bias leads them to refuse interaction with certain service-based employees. The presentation will focus on various bias-related litigation that has arisen in healthcare settings, but the issues raised can be applied to most service providers, including our legal associates and claims professionals who may be subject to clients/ insureds who refuse to work with them based upon bias. The panelists will discuss the many ethical and legal issues surrounding this problem and share examples of litigation outcomes.

Constance Endelicato, a partner in WSHB's Los Angeles is an accomplished trial lawyer with over 30 years of litigation experience in defending professional liability claims. She defends physicians, hospitals, skilled nursing and long-term care facilities, as well as legal and accounting professionals, among other service providers. She also assists physicians in Medical Board of California licensure matters, as well as long-term care facilities in licensure matters and closure plans. She defends skilled nursing facility employers in wrongful termination and discrimination actions. She is experienced in handling class actions, mass tort litigation, appellate and federal matters. She is admitted to practice in the United States District Court, Central, Northern, and Southern Districts of California.

Ms. Endelicato is an Advocate of the American Board of Trial Advocates and a Certified Professional in Healthcare Risk Management. She is the past Chair of the American Society for Health Care Risk Management’s Education Development Task Force and the newly appointed Chair of the Chapter Leadership Task Force. She is also a Past President of the Southern California Association For Healthcare Risk Management, past Chair of the Bylaws Committee and a former Board Member.

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