Redefining Crisis Care Through the Gentleway – Exclusive Interview with Clifford Cartagena

Clifford Cartagena, RN, BSN, is a psychiatric and medical-surgical nurse, hospice provider, safety trainer, and founder of Gentleway Systems LLC. He is also the co-founder of the Arizona Care Horizon Institute. He was authorized by the ADHS (Arizona Department of Health Services) to deliver the Memory Care Services Training in Arizona. Cliff is currently completing his Psychiatric Mental Health Nurse Practitioner (PMHNP) degree at Walden University. He is the author of The Gentle Art of Crisis. With more than 20 years of nursing and leadership experience, he developed the Gentleway System, a trauma-informed approach to preventing and managing assaultive behaviors across healthcare and beyond.

Clifford Cartagena, CEO & Founder

Who is Clifford Cartagena?

I’m a registered nurse with over two decades of experience in medical-surgical, psychiatric, and forensic nursing, and the founder of Gentleway Systems LLC. Beyond nursing, I’m also a martial arts instructor, educator, and lifelong learner passionate about safety, compassion, and prevention. At home, I’m a husband, father, and dog lover who enjoys hiking the Phoenix trails and exploring new food spots with my wife, Mars. My hobbies reflect my work philosophy, discipline, balance, and respect for life. I’m currently completing my clinicals for my PMHNP degree at Walden University, furthering my mission to integrate mind-body awareness into mental health practice.

What inspired you to create Gentleway Systems?

Gentleway Systems was born out of witnessing too many preventable incidents of workplace violence in healthcare. I’ve seen compassionate nurses and caregivers physically or emotionally hurt because they lacked proper training or support. I wanted to change that. Drawing on my psychiatric nursing background and martial arts discipline, I created a program focused on prevention, safety, and compassion, teaching professionals how to defuse crises before they escalate. Gentleway is built on the belief that the safest intervention is the one you never have to use.

What makes The Gentleway approach different from other crisis management methods?

Many crisis programs emphasize control or restraint. Gentleway focuses on preservation of safety, dignity, and respect. We use what I call “Judo Lingo”, communication principles drawn from the art of Judo, centered on balance, redirection, and respect. Our signature ONE STEP method simplifies physical safety skills into movements that are easy to remember and apply under pressure. It’s not about force; it’s about flow, communication, and calm control.

How does your system help caregivers and healthcare staff feel safer and more confident at work?

Confidence comes from clarity. When caregivers know what to say, how to position themselves safely, and how to recognize behavior early, fear turns into focus. Gentleway equips staff with real-world communication tools, trauma-informed approaches, and intuitive physical safety skills. The result? Safer staff, calmer patients, and work environments where everyone feels protected and valued.

Can you explain the philosophy behind “the safest fight is the one that never happens”?

This principle captures the heart of Gentleway. Prevention is the highest form of skill. If you can recognize warning signs, use the right words, and maintain empathy under pressure, you prevent harm entirely. True strength isn’t overpowering someone, it’s guiding the situation toward peace before conflict begins.

What role do trauma-informed care and emotional intelligence play in your training?

They are the foundation of everything we teach. Every crisis has an emotional story behind it. When staff recognize trauma responses instead of labeling them as “bad behavior,” they respond with empathy rather than reaction. Emotional intelligence helps caregivers stay aware of their own triggers, remain calm under stress, and respond thoughtfully instead of reflexively. This shift reduces harm and builds trust on both sides of care.

Who benefits most from your programs?

While Gentleway was originally designed for healthcare and behavioral health professionals, its principles apply anywhere people face conflict, hospitals, assisted living, schools, or even corporate environments. Through our partnership with Arizona Care Horizon Institute (ACHI), we also train caregivers and managers in dementia care through the ADHS-authorized Memory Care Services Training. This helps prevent assaultive incidents in memory care by combining compassion with awareness.

How has your book, The Gentle Art of Crisis, helped spread your message and methods?

The book allowed me to reach beyond the classroom. It shares real stories from psychiatric and behavioral health nursing, lessons learned from the frontlines of crisis and recovery. It introduces the Gentleway philosophy: safety begins with understanding, not control. Readers often tell me it helped them view crisis not as chaos, but as a moment to demonstrate care and leadership.

Could you share a success story where your training prevented harm?

A caregiver once told me about a resident who suddenly became aggressive. Instead of reacting defensively, she applied Judo Lingo, used a calm tone, open posture, and redirection. The resident relaxed within seconds. She later said it was the first time she felt “in control without using force.” That’s exactly what Gentleway is about, empowerment through awareness.

What challenges in healthcare today make your work especially urgent?

Healthcare workers face historic stress, from short staffing to patient aggression and burnout. Many are leaving the profession due to fear and fatigue. Gentleway directly addresses these issues by giving teams practical prevention skills that protect both mental and physical health. Today, violence prevention training is more than safety, it’s a form of wellness and workforce preservation.

How are you expanding your impact through the Arizona Care Horizon Institute?

Through ACHI, we deliver ADHS-approved Memory Care Services Training for caregivers, nurses, and managers. We teach how to recognize, prevent, and respond to dementia-related behaviors safely and compassionately. The feedback has been inspiring, many participants say their patients are calmer and more trusting. My goal is to see this same dementia-care training adopted across hospitals, where these patients often come for treatment.

For healthcare leaders who want safer environments, how can they start working with you?

We offer in-person and hybrid training for hospitals, behavioral health facilities, and care homes. Leaders can reach us at www.GentlewaySystems.com to schedule a customized training or consultation. For dementia care facilities, Arizona Care Horizon Institute provides the ADHS-approved Memory Care Services courses at www.GentlewaysPro.com. Every session we conduct goes beyond compliance, it’s about cultivating safety, respect, and dignity for all.

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